Breakdown Help in Seconds

When the unexpected happens, every second counts

A breakdown is never just a technical issue—it’s a moment of stress, vulnerability and uncertainty for any driver. At that moment, people don’t just need help—they need reassurance. Volkswagen recognised this emotional dimension and set out to transform the way it supports customers—by turning disruption into confidence and complexity into clarity. For a global brand like Volkswagen, ensuring support across over 150 markets, 25 languages and countless error scenarios was a growing challenge.

In today’s world, drivers expect more than a help line. They expect immediate, accurate and localised assistance—no matter where they are or what language they speak. But VW’s legacy systems, while functional, weren’t built for this level of expectation. Knowledge was fragmented. Processes lacked agility. And there was no unified way to deliver consistent support across regions, teams and technologies. 

To meet the emotional and practical needs of modern drivers, VW needed a solution that could connect human empathy with digital speed. A system capable of handling thousands of error scenarios, dozens of languages, live customer and vehicle data—and doing it all in real time. They also needed the flexibility to evolve, adapt and scale across a rapidly changing mobility landscape.

For this challenge, Volkswagen turned to a long-standing innovation partner: USU. 

Empathy meets technology

Volkswagen and USU co-created a solution that goes far beyond traditional knowledge management. At its core lies an intelligent, AI-powered platform with more than 3,000 interactive decision trees—each designed to guide service agents step-by-step through even the most complex breakdown scenarios. 

Thanks to a deep Salesforce integration, relevant vehicle and customer data flows directly into the troubleshooting process. No more guesswork, no manual cross-checks—just accurate, real-time support. Whether an issue occurs in Berlin, Bangkok or Buenos Aires, drivers get the same high standard of help. That’s made possible through real-time translation into 25+ languages, seamlessly handled via XML-based interfaces. 

But technical power is only part of the story. Volkswagen’s system is designed to respect local regulations, embed country-specific guidance and adapt to real-world road realities. Editorial workflows ensure that content is not just accurate—but legally sound and tailored to regional needs.

What truly sets this solution apart is its evolving nature. Built with continuous stakeholder feedback and agile collaboration, the platform is constantly growing. New requirements, changing regulations and customer expectations are added quickly—turning the system into a living, breathing support environment that combines digital speed with human empathy.

Reassurance, reimagined

What began as a technical upgrade has transformed into a new kind of customer care—one that is fast, responsive and deeply human. Volkswagen’s roadside assistance now sets the benchmark for connected, multilingual support. Drivers no longer struggle to explain issues or wait helplessly for answers. They feel understood, empowered and supported—wherever they are in the world. 

Internally, service agents feel more confident and in control. With structured knowledge, automated workflows and clear processes, they can deliver calm and clarity in stressful moments. The result: faster resolution, more consistent service quality and teams that truly trust the tools they use. 

For Volkswagen, the impact goes beyond efficiency. This solution has become a platform of trust—a shared foundation between driver and brand. It strengthens every interaction, reinforces loyalty and proves that technology, when used right, can make people feel safe, valued and cared for. 

And the journey doesn’t stop here. Thanks to a strong, agile partnership with USU, the system continues to evolve—ensuring that even in moments of breakdown, Volkswagen is already one step ahead.