CM-S06 Customer experience management - Connected Mobility Lens
User storiesReference architecture

CM-S06 Customer experience management

Insights from vehicle data help provide a personalized in-cabin experience, which can also be portable to other vehicles. Vehicle Manufacturers can also use such data to predict customer's needs at different touch points throughout the vehicle lifecycle and provide a more seamless experience to address those needs.

User stories

CM-S06-UC01 Driver experience: By monitoring inside and outside the vehicle, vehicle manufacturers can recommend changes to improve their customer’s driving experience and safety. Vehicle manufacturers can also provide customized infotainment options based on operator’s previous behavior. Allow the driver to take their profile to other vehicles they own or rent, subject to their approval and affirmative consent.

CM-S06-UC02 Contact center: Automakers need omni-channel customer service infrastructure that streamlines the customer support process and makes it simple for agents to resolve customer inquiries faster.

CM-S06-UC03 Emergency response: Vehicle drivers would like to automatically receive help from emergency services should the vehicle experience an accident.

CM-S06-UC04 Retention, renewal, and churn: Predict the customer propensity to renew their subscription and create a personalized marketing campaign.

CM-S06-UC05 Service experience: Improve vehicle service experience based on data-driven analytics and machine learning to help OEMs build innovative applications. For example, if the connected vehicle data shows a trend of extreme tread wear, then the system can recommend a tire replacement on the infotainment screen, provide a capability to shop for new tires and schedule a service appointment with a few clicks.

Reference architecture

Reference architecture diagram for customer experience management.

Customer experience management reference architecture

Figure 6: CM-S06-a Customer experience management reference architecture

Reference architecture diagram for customer experience management.

Customer experience management reference architecture

Figure 7: CM-S06-b: Customer experience management reference architecture

  1. Gather customer interaction and sentiment from source systems such as clickstreams, call center logs, vehicle sensor data, social sentiment etc.

  2. Ingesting data across customer touchpoints into marketing data lake using variety of protocols.

  3. Provide rich experience in the car, lifelike conversational services for vehicle breakdown, emergencies, vehicle-related questions, notifications, and concierge services. Vehicle manufacturers can use speech analytics powered by machine learning to access live call transcripts, understand customer sentiment, and identify call reasons in near-real time.

  4. Transform raw data into consumption ready data using purpose-built data processing components and transformation libraries.

  5. Analytics layer natively integrated with consumption ready data for quality and trend analysis. Customer sentiments can be analyzed using Contact Lens for Amazon Connect. Amazon Comprehend can also be used to perform post call analysis to gain further insights about the customer call.

  6. For convenience and concierge services, use Amazon Alexa features. For example, an electric vehicle driver can use voice commands to learn the best route that will provide minimum charging time while enabling the driver to enjoy their favorite food while they wait.

  7. Activate multiple customer channels such as mobile push, voice, and email for targeted marketing communications.

  8. The companion application provides real time vehicle information, personalization and push notifications.

  9. Use AWS IoT Device Management to implement OTA management through AWS IoT jobs data and use AWS IoT Fleet Indexing to manage state, connectivity, and device violations and to organize, investigate, and troubleshoot your fleet of devices.