Tesla deploys AI to overhaul service complaints and customer support

Tesla has often been criticized for its customer service, but it is taking steps to improve things. The automaker is deploying artificial intelligence (AI) to revamp its communication channels.

According to Raj Jegannathan, the head of AI and IT Infrastructure, Cybersecurity, and Vehicle Service on X, Tesla has launched a new AI Agent that will interact with owners. The new tool can track the delay in responding to complaints, gauge the sentiment of messages, and escalate to the top brass when necessary.

Jegannathan also claimed the comms system will allow Tesla customers to push their concern up the command chain by sending the word ‘Escalate’ after experiencing a two-week delay.

The new AI Agent has started operating at 10 pilot locations or service centers. Tesla has built in guardrails to prevent abuse of the platform.

It is interesting to see Tesla address one of its customers’ pain points using its products.  While the company is primarily known for making electric vehicles, it is an AI powerhouse. Tesla has already incorporated AI into its products and services. For example, Full Self-Driving (FSD) is continuously improved with real-world data from millions of cars using AI. The tech is a key component of its manufacturing process. AI also powers the Tesla app and parts of the company’s website.