Like Tom Cruise’s character in the film “Minority Report,” BMW wants to predict future wrongs in order to prevent them from happening. Except, in this case, the future “crime” is postponing a service appointment when your car has an issue.
BMW announced the creation of Proactive Care, a new customer service offering that uses AI to proactively identify predictable service requirements and reach out to the customer in order to help them solve it.
Available on all vehicles with BMW Operating System 7 or later, the system uses service-related data from a vehicle in an effort to reach out to a customer before they have to contact a service center themselves.
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BMW says it will use a digital-first approach for Proactive Care, which means that owners can get a message through their My BMW app, through their vehicle’s infotainment system, or via email. If things have really gone badly, the automaker can also reach out to customers through a call from Roadside Assistance.
BMW will also offer self-help tips (such as how to install an over-the-air update), flexible support to guarantee mobility, and can suggest the right service center to take their vehicle to. Through these services and more, the automaker believes that Proactive Care will improve a user’s customer service experience over the length of their time with their vehicle.
BMW will also use the service to offer customers videos on what service is being done, and promises to offer customers transparency when it comes to what work needs to be completed, how long that will take, and costs they can expect.
To use Proactive Care, customers must have an active BMW ConnectedDrive contract and must register their vehicle in the My BMW app.
