Daimler Financial Services transform the customer experience


Daimler Financial Services presented a digital human concept called ‘Sarah’ at the Mobile World Congress. ‘Sarah’ will be similar to a personal concierge, assisting customers by offering the right information at the right time through a digital, emotionally intelligent touchpoint. This will work to redefine the relationship between man and machine through the use of artificial and emotional intelligence.

Chief experience officer and member of the board of management at Daimler Financial Services, Benedikt Schell, says: “Over 80% of today’s purchases start online. It is exactly there – at the first touch – where we will exploit data-driven insights and guarantee a tailor-made customer experience.”

The challenges to meet individual requirement and wishes is growing as the finance and mobility portfolio of car manufacturers grows in complexity – ‘Sarah’ is aimed at catering to this need. Daimler Financial Services chief information officer Udo Neumann explains that Daimler, “meet this challenge with a unique combination of artificial and emotional intelligence. A digital human like ‘Sarah’ will serve as the interface in our financial services and mobility ecosystem, enabling us to deliver an unprecedented customer experience in the near future.”

He also adds, that a “self-learning and emotionally capable digital human will help to transform our customer service paradigm. Digital humans will be able to learn and understand our environment and connect with us emotionally, helping us in different areas of our life.”