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Audi Robotic Telepresence Aims To Improve Service Customer Satisfaction At Dealerships

Maintenance and service are integral parts of the vehicle ownership experience, so it would make sense for automakers to constantly look to streamline dealer service visits in order to improve customer satisfaction. And recently, Audi has taken a rather interesting approach that aims to do just that.

Earlier this summer, the Four Rings piloted a communications tool to help technicians at its dealerships quickly and more effectively diagnose, troubleshoot, and repair issues that they may encounter while working on vehicles. Called Audi Robotic Telepresence (ART), the tool provides a one-on-one virtual telepresence link between dealers and expert technicians at Audi of America, allowing Audi Technical Service teams to inspect and help service vehicles as if they were standing alongside the local technicians at the dealership.

ART allows for a high level of service precision thanks to its physical design: the system is an advanced, remotely-controlled robot that displays the operator’s face on a screen while having the ability to move around the vehicle. Besides being able to interact and converse with service technicians at local dealerships while physically being in two different locations, ART also allows users to inspect engine components and other difficult-to-reach parts of the vehicle thanks to an attached borescope and handheld camera.

Audi says that its Technical Assistance consultants will be the primary operators of ART, as well as more regionally based Technical Field Managers. Dealerships with an ART robot simply need a Wi-Fi connection for a remote Technical Service consultant at Audi of America to access the device using a computer or tablet.

“ART was designed with both Audi technicians and consumers in mind,” said Brian Stockton, General Manager, Technical Support, Audi of America. “The device will give local service technicians valuable one-on-one interaction with their counterparts at Audi of America, which will not only benefit the speed and depth of service at the dealer level, but create an improved ownership experience for the customer in general.”

Audi expects to have ART units in 100 dealers across the U.S., but didn’t specify a timeframe for the deployment. This summer, it tested ART via a pilot program at the following dealers:

  • Audi Minneapolis, MN
  • Audi Nashua, NH
  • Audi North Houston, TX
  • Audi North Scottsdale, AZ
  • Audi Pembroke Pines, FL
  • Audi Rochester Hills, MI
  • Audi Tysons Corner, VA
  • Barrier Audi, WA
  • Beechmont Audi, OH
  • Danbury Audi, CT
  • New Country Audi, CT
  • Paul Miller Audi, NJ
  • Prestige Audi, CO
  • Rusnak Audi, CA
  • Santa Monica Audi, CA
  • Stevens Creek Audi, CA
  • The Audi Exchange, IL
  • The Collection Audi FL

The concept behind ART was developed by the Audi Technical Support team in conjunction with VGo Communications, Inc., a provider of robotic telepresence solutions for healthcare, education, and the workplace. The ART user interface system, including the screen, handheld camera, and borescope, is unique to Audi specifications for optimal dealership technical use. Audi says that its Technical Support team and VGo Communications are researching new tools and accessories to further improve ART’s capabilities.

News editor focusing on business, financial, and sales coverage who loves anything on wheels, especially if it's fast.

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