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Driving Next-Level Brand Engagement with Automotive Cloud
Learn how a leading auto maker is delighting customers and supercharging service teams with the help of Automotive Cloud, Service Cloud Voice, Omni-Channel, Einstein AI and more.
Important: This session is first come, first seated. You do not have a reserved seat.

, Senior Product Marketing Manager, Salesforce

, Technical Product Owner, Toyota

, Manager, Brand Engagement Technology Solutions, Toyota Motor North America

Role: Finance and Accounting, Sales
Industry: Automotive, Financial Services
Product: Agentforce Financial Services, Agentforce Automotive
Topic: Data
Session Level: Beginner
Session Type: Theater
  • Thursday, Sep 1912:30 PM - 12:50 PM PDT
    (7:30 PM - 7:50 PM GMT)
    Moscone West, L2, Room 2000
Session Summary by Einstein: This session showcased a transformative collaboration between Salesforce Automotive Cloud and Toyota, aimed at driving next-level brand engagement through innovative customer service solutions. The session highlighted Toyota's Brand Engagement Center's ability to handle over a million interactions annually, providing personalized, efficient service through omnichannel contact support, which includes a natural language IVR powered by Amazon Connect and a comprehensive self-service ecosystem. The integration of 30+ applications through an AWS leveraging service cloud voice with Amazon Connect serves as the core of this architecture, eliminating the need for agents to switch between multiple systems, offering a single pane of glass for customer support. A focus on continuous improvement ensures the evolution of the system with a focus on configuration over customization to avoid technical debt and enhance agent empowerment with Salesforce knowledge management.
Key Takeaways by Einstein:

• Toyota's Brand Engagement Center has revolutionized customer interaction by adopting Salesforce Service Cloud and omnichannel contact support to provide a seamless and efficient experience for over a million annual customer interactions.

• The center's technical architecture prioritizes an agent-centric approach, with a core integration via AWS and Amazon Connect, reducing the need for agents to access multiple systems and allowing them to deliver exceptional customer service.

• Continuous improvement through the adoption of Kaizen and Salesforce best practices has been critical in Toyota's journey, emphasizing the importance of configuration over customization and the use of Salesforce knowledge management to empower agents.

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Salesforce Developer, IBM