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Client
Skoda
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Service
Conversational AI & CRM Intelligence
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Industry
Automotive
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Company Size
20,000+
The client
One of Europe’s most established automotive brands, with a fast-growing presence across India’s premium passenger vehicle segment, operates a multi-city dealer and service network supported by a centralised customer contact centre. As vehicle volumes and after-sales service queries scaled across the brand’s Indian operations, the contact centre became the primary touchpoint for sales enquiries, service bookings, and complaint escalations. Maintaining response quality and consistency across this volume, while still preserving the human empathy required for high-stakes escalation calls, had become an increasingly difficult balancing act for the brand’s customer experience organisation.
The problem
The brand’s contact centre operation was structured almost entirely around human agents handling every inbound call — from routine service scheduling to high-emotion complaint escalations — with no intelligent layer to triage, automate, or extract structured insight from these interactions. As call volumes grew across India, this created a widening gap between the experience customers expected and the consistency the centre could practically deliver.
- Human Agents Overwhelmed by Routine and Repetitive Calls — A large proportion of inbound contact centre volume consisted of routine sales enquiries, service booking requests, and status checks that did not require human judgement but were still occupying agent time end-to-end. This left less capacity available for the genuinely complex, emotionally sensitive escalation calls that needed experienced human attention.
- No Structured Categorisation of Customer Queries — Calls were logged with minimal structured categorisation, making it difficult to distinguish at a glance whether a given interaction was a sales enquiry, a service request, or an escalation. Without this classification flowing into the CRM, sales and service leadership lacked the visibility needed to spot patterns, bottlenecks, or recurring complaint themes across the dealer network.
- Inconsistent Escalation Handling and Manual Handoffs — Escalation calls — the moments most likely to determine customer retention and brand perception — were handled inconsistently depending on which agent answered and how the call was manually transferred. There was no intelligent routing or contextual handoff mechanism to ensure a human agent received full context the moment a call was escalated.
OUR SOLUTION
Worxwide is implementing an AI-powered Voice Customer Engagement Platform for the brand’s Indian contact centre operation, built on ElevenLabs’ voice AI infrastructure with custom agent development layered on top. The platform combines multilingual Conversational AI, intelligent call routing, and contextual handoff logic to automate the majority of customer interactions end-to-end, while ensuring an immediate, context-rich transition to a human agent whenever a call requires escalation. Every conversation is also run through a transcription and conversation intelligence layer that classifies the interaction — sales, service, or escalation — and pushes that structured categorisation directly into Zoho CRM.
- ElevenLabs-Powered Multilingual Voice AI Agent — A custom voice AI agent built on ElevenLabs’ infrastructure handles inbound contact centre calls directly — understanding natural multilingual speech, resolving routine sales and service queries autonomously, and maintaining a natural, brand-appropriate conversational tone throughout the interaction.
- Intelligent Routing with Contextual Human Handoff — When a call requires escalation — whether due to complaint severity, customer sentiment, or an explicit request to speak with a person — the platform intelligently routes the call to an available human agent and passes along full conversational context, so the customer never has to repeat themselves or restart the interaction from zero.
- Conversation Intelligence with Zoho CRM Categorisation — Every call is transcribed and analysed by a conversation intelligence layer that automatically classifies the interaction into Sales, Service, or Escalation, mapping the structured result directly into Zoho CRM. This gives sales and service leadership a real-time, queryable record of contact centre demand by category, dealer location, and outcome.
Our work in action
The Impact
Reduced Agent Load from Automated Query Resolution
By autonomously handling routine sales and service queries end-to-end, the Voice AI agent is reducing the volume of calls requiring full human handling — freeing contact centre agents to focus on escalations and higher-value customer conversations.
Faster, Context-Rich Escalation Handling
Intelligent routing and contextual handoff are reducing the friction customers experience when a call is escalated, ensuring human agents step in with full context already available rather than starting the conversation over.
Real-Time CRM Visibility into Contact Centre Demand
Automated call categorisation flowing into Zoho CRM is giving leadership structured, real-time visibility into the volume and nature of sales, service, and escalation calls across the dealer network — a level of visibility the manual process could not previously provide.
