Google Cloud and Mercedes-Benz have announced a strengthened collaboration aimed at revolutionizing customer experiences through the integration of artificial intelligence (AI) technologies. At the Cloud Next ’24 event in Las Vegas, Google Cloud revealed plans to leverage its Vertex AI platform to empower Mercedes-Benz in reshaping crucial customer touchpoints across e-commerce, customer service, and marketing domains.
Mercedes-Benz intends to introduce state-of-the-art e-commerce functionalities on its online platform, incorporating a gen AI-powered smart sales assistant and advanced search and recommendation features. By utilizing Google Cloud’s AI capabilities, Mercedes-Benz aims to streamline its call center operations and personalize its global marketing initiatives.
Ola Källenius, CEO of Mercedes-Benz, emphasized the significance of partnering with leading experts like Google to drive innovation in delivering intelligent vehicles and personalized experiences to customers.
As online car research and purchasing become increasingly prevalent, Mercedes-Benz aims to enhance its e-commerce landscape with Google Cloud’s AI solutions. In 2024, Mercedes-Benz plans to deploy a smart sales assistant, named the Mercedes-Benz Virtual Assistant (MVA), utilizing Google’s Gemini models. This assistant will facilitate natural language conversations to assist customers in finding suitable car models, scheduling test drives, and initiating purchases. Additionally, Mercedes-Benz plans to integrate Google-quality search and recommendation capabilities directly into its online platforms using Vertex AI Search.
With these enhancements, customers will enjoy seamless interactions with Mercedes-Benz’s online channels, utilizing intuitive tools like the MVA or advanced search functionality to explore and purchase products effortlessly. The deployment of the MVA has already commenced in European markets, with further expansion planned for 2024.
Sundar Pichai, CEO of Google and Alphabet, expressed excitement about collaborating with Mercedes-Benz to leverage advanced AI technologies for enhancing customer engagement and optimizing website experiences.
Moreover, Mercedes-Benz has integrated Google Cloud’s Dialogflow conversational AI into its U.S. call centers, effectively assisting customers in multiple languages and freeing up service agents for more complex inquiries. This initiative has seen success in the United States and is set for further expansion globally.
Furthermore, Mercedes-Benz utilizes Google Cloud’s Vertex AI platform to leverage customer data effectively, enhancing website personalization and segmentation. Additionally, Google Cloud’s infrastructure supports Mercedes-Benz’s development of Advanced Driver Assistance Systems (ADAS), aiming to make vehicles more intelligent and AI-driven.
The partnership between Google and Mercedes-Benz, initiated in 2023 with the integration of Google Maps Platform into Mercedes vehicles, continues to evolve, with YouTube and various Google Cloud solutions enhancing the Mercedes-Benz infotainment experience.