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JapaneseSUCCESS STORY
TIC Chatbot
The AI-Powered Assistant Redefining Customer Support in the Automotive Industry
Company Name
MFTBC FUSO
Industry
Automotive
Location
Japan
Impact
The AI Assistant that's Changing Automotive Support
Application
Chatbot
FUSO Drives Efficiency - The AI Assistant that s Changing Automotive Support
As a leading force in the commercial vehicle sector, Mitsubishi Fuso Truck and Bus Corporation (MFTBC FUSO) understood that exceptional customer support is the bedrock of automotive business growth. However, FUSO identified several bottlenecks within its existing support operations. A key priority was empowering its technical support teams with swift access to vital information to reduce vehicle downtime and maximize service efficiency. Driven by a commitment to innovation and customer satisfaction, MFTBC FUSO sought to integrate AI to significantly enhance its technical support efficiency and overall service quality.
Challenges Faced
MFTBC FUSO identified inefficiencies in its Technical Information Center (TIC), where mechanics and support teams faced delays in accessing critical technical information. Traditional support methods, such as static knowledge bases with poor searchability, unstructured data, and human only escalation models, struggled with rising volumes and high turnover in the operations. These bottlenecks led to significant challenges included the following.
Business Challenges
Over-Reliance on Call Centers
High dependency on call centers, leading to delays in issue resolution.
High Operational Costs
Increased operational costs due to manual support processes.
Inconsistent Service Quality
Inconsistent service quality due to varying expertise levels among support agents.
Scaling Support Operations
Difficulty in scaling support operations to meet growing demand.
Technical Challenges
Slow Data Retrieval
Slow retrieval of technical data from extensive manuals and service guides.
The Solution
MFTBC FUSO partnered with Cubastion, an AI powered business solutions provider, to develop TIC (Technical Information Center), an AI driven assistant designed to revolutionize technical support. TIC was envisioned as more than a simple chatbot; it was designed to be a digital companion for technicians.
AI-Powered Diagnostics
Analyzes technical manuals and datasets to provide precise solutions.
Deflection at Scale
Automates responses to common queries, freeing human agents for complex issues and minimizing call center support.
Frictionless Workshop Support
Enables mechanics to interact effortlessly via text or voice.
Smarter With Every Case
Improves responses over time using feedback and interaction data with continuous learning.
Multimodal Interaction
Supports text-to-text, speech-to-text, and text-to-speech for handsfree assistance
Multi-Language Support
Available in Japanese and English for a diverse workforce.
Key Areas of Expertise Demonstrated
AI-Powered Customer Support
Built TIC, an intelligent assistant handling 10,000+ queries and reducing resolution time from 120 minutes to under 1 minute.
Conversational AI & NLP
Enabled natural interactions via text, voice, and speech in Japanese and English, supporting real-time troubleshooting.
Operational Efficiency
TIC performs the work of 30 agents, reduces repeat queries by 75%, and ensures 24/7 availability.
Technician-Centric Design
Hands-free support and workshopfriendly interface for seamless mechanic interaction.
