The Electra application demonstrates how Salesforce Data Cloud and Agentforce are revolutionising the automotive customer experience. The Electra application is ready to use out of the box, so you can get hands-on experience in Data Cloud in your own Salesforce org. The Electra application highlights the art of the possible with Data Cloud and Agentforce and provides a view of the future of the automotive industry! Ready to get started? Review the highlights document below and download the code here to get started!

Electra, a fictional car company, leverages Salesforce Data Cloud to transform the automotive experience by providing a personalised experience to each customer. Our Electra sample app utilises CoPilot, Agentforce and Data Cloud offering you real-world scenarios through fully executable and re-deployable code. You can deploy the Data Cloud metadata by using the provided Data Kit. Refer to the installation instructions here to get started!

The Electra experience, powered by Data Cloud, guides customers through the entire journey, from vehicle purchases to maintenance and service interactions. The Agentforce Agent assists customers in finding the perfect vehicle, while CoPilot equips Customer Service Representatives (CSRs) with the tools to enhance customer interactions and identify upselling opportunities.Telemetry data capturing driving behaviour, car performance and connectivity data is used to provide personalised updates and notifications to customers.

In Data Cloud, the Unified Customer Profile empowers automotive teams to make informed decisions based on consolidated data from multiple sources. The Unified Customer Profile can be used by customer service representatives or Agentforce Actions. Let’s explore an example Unified Customer Profile for our customer: John Smith.

1. Calculated Insights - Data Cloud aggregates large volumes of data to create critical insights including John’s Lifetime Value and uses these insights to trigger automated actions. The Agentforce Agent can use this information to make strategic decisions and recommendations.
2. Machine Learning Model - With Einstein Studio, predictive models can be created from scratch. For Electra, a predictive model has been developed to determine a customer’s likelihood to purchase using historical data available in Data Cloud. This means your Agents are provided insights at a glance based on whether a customer test-drove a car or called into the dealership.
3. Segments - Customers will be placed into Segments based on their likelihood to purchase. These Segments streamline Marketing Journeys to drive targeted marketing campaigns using resources efficiently.
4. Telemetry Data - Telemetry data is centralised into one place to allow Agentforce Agents to access all information including GPS data and onboard diagnostics (OBD) for efficient asset tracking.
5. Vehicle 360 - Agents benefit from a comprehensive view of all vehicle assets, appointments, service cases and dashboards brought in from other CRMs such as dealerships and service centres. The Vehicle 360 view also provides access to a vehicle’s details including telemetry data.

Driving Deals with New Customers

Data Cloud ensures a positive customer experience, driving deals with new customers by interpreting John's ambiguous questions and providing personalised suggestions. Information such as vehicle specifications, warranty clauses and other details are stored as unstructured data, which Data Cloud processes and makes available to the Agent to answer John's questions. Data Cloud provides the latest NHTSA crash and safety details brought in via an API call through MuleSoft ensuring the current issues for the specific vehicle model are shared with the customer.

When John is ready to schedule a test drive, using a Lightning Web Component (LWC) the Agent will gather key details to create a Lead (First Name, Surname and Email) and a Service Appointment (Date and Time). Seamlessly, John can schedule a service appointment and the confirmation details will be automatically emailed to him.

Existing Customers

Once John has purchased the car, John is able to locate the nearest charging station leveraging location data based on Telemetry signals from Data Cloud. The Agent uses John’s current location, determined by latitude and longitude and compares it to the locations of static charging stations in the area. A map, displayed using a LWC, will pop up showing the distance from John’s vehicle's current location to the nearest charging station using telemetry data.

The Agent looks through unstructured data to diagnose issues such as the check engine light being blue for John’s specific car. The Agent will chunk and vectorise the unstructured data and then retrieve the appropriate data using a retriever. A Service Case will automatically be created in the background for John and linked to his vehicle. Scheduling a Service Appointment is made easy through the Lightning Web Component. John can select a convenient date and time for a Service Appointment without leaving the system.

Existing customers benefit from personalised service, including real-time updates on vehicle service status and proactive service appointment scheduling based on telemetry data. Using telemetry data, the Agent can pull in the oil pressure, milometer readings and the start and end date of John’s warranty to determine what services his warranty covers. Data Cloud ensures customers like John stay informed and engaged with their vehicles.

CoPilot Supporting Customer Service Reps (CSRs)

CSRs leverage CoPilot to streamline day-to-day operations by accessing near real-time data on the Unified Customer Profile. When CSR asks about John’s warranty. CoPilot will check the asset and asset milestones in Data Cloud providing the Agent with the most up to date warranty information.

CoPilot enables actions such as locking and unlocking vehicle doors. In the Vehicle 360 view, the CSR will see the doors have been unlocked once the command is executed. The Vehicle 360 can provide insights to vehicle maintenance, driver data and related assets.

Additionally, third-party survey data is pulled into Data Cloud from Snowflake and is available to CoPilot. This data has information on the Customers’ interest and preferences which can be used to identify opportunities to upsell customers additional services and products, such as a roof rack. CoPilot can provide recommendations and actions for each team allowing for the most effective use of resources.

The Vehicle 360 gives CSRs access to critical Vehicle Telemetry Events and Tableau dashboards for key insights. This data is specific to the Vehicle, but CSRs can also explore the Vehicle Insights & Portfolios tab to view data across all vehicles, providing a comprehensive understanding of performance and status.

Triggering Notifications with Telemetry

Now that we've explored the power of Data Cloud, you can get started with the Sunshine Trails Hospitality App and try it for yourself! Be sure to take some time exploring what is possible in the sample app and remember, you can access everything you need in GitHub to get started!