BMW is utilizing artificial intelligence (AI) to transform its customer service experience. The automotive industry is undergoing a significant shift due to the integration of AI technology into vehicles, improving safety, efficiency, and overall driving experience. BMW is now taking it a step further with its latest offering, Proactive Care, which combines data and AI to empower BMW vehicles to autonomously identify service requirements and anticipate customer needs ahead of time. The initial applications of Proactive Care are already live, with plans for continuous enhancements in the future.
In the past, BMW vehicles have been transmitting service-related data directly to dealerships, facilitating targeted interactions with customers. However, Proactive Care represents a new approach as BMW takes the initiative to reach out to customers. The company is no longer placing the sole responsibility on customers to contact their BMW partner; instead, BMW reaches out to the customers proactively.
What exactly does Proactive Care offer when it comes to servicing? Through data analysis and the recording of customer preferences, the service provides tailored solutions. BMW ensures that customers are informed via their preferred channels, whether it be through the My BMW app, in-car notifications, email, their chosen dealer, or a call from Roadside Assistance.
Furthermore, Proactive Care also enhances the long-term service experience by providing self-help tips and flexible support to ensure uninterrupted mobility. When a workshop visit is necessary, it even suggests the right dealer within the global network. Features such as online appointment scheduling, personalized service videos, and online payment options are also available.
Proactive Care is a global offering that is available for all BMW models equipped with BMW Operating System 7 or later, starting from version 07/2019. To participate, customers need an active BMW ConnectedDrive contract and must register their vehicle in the My BMW app or portal using their BMW ID and contact details.
In other news, BMW recently announced the discontinuation of its heated seats subscription program due to low customer acceptance rates.