NIO is a visionary electric vehicle company revolutionizing smart mobility with cutting-edge technology, seamless battery swapping, and premium design for an exceptional driving experience. NIO entered the European market in 2021 in Norway and enlarged its footprint to four further European countries. To cater for the rapidly growing customer base, NIO decided 2024 to increase the efficiency of their Customer Relations Services operating at 24/7.

After a thorough partner evaluation, Intellegam was the chosen partner to integrate a state-of-the-art AI based Knowledge Management System into their existing multilanguage Customer Relations systems and process landscape. Within six weeks of implementation and thousands of pages and knowledge articles, the system went operational and reduced the search time per inbound contact significantly. Despite the growing number of customer interactions, the NIO Customer Relations team did not need to increase their capacity but kept the customer satisfaction on a high level.