Helps lower the cost of deploying a customer data platform by 80%
Shortens data tagging time from hours to minutes with BigQuery
Reduces 30% of customer service workloads through AI agent powered by Vertex AI
Supports zero-downtime car commanding services with Compute Engine
Leveraging Google Cloud to deploy its customer data platform and Vertex AI to build an AI chatbot, LUXGEN has improved the car purchase and driving experiences while reducing 30% of customer service workloads.
Leveraging Google Cloud to deploy its customer data platform and Vertex AI to build an AI chatbot, LUXGEN has improved the car purchase and driving experiences while reducing 30% of customer service workloads.
To unlock the value of our business data to provide better car purchase and driving experiences, we needed high-performance data tools to process and store our data in one place. Google Cloud fulfills our needs in the most cost-efficient way, and its team is very attentive to our technical issues.
Paul Lin
IT Director, LUXGEN
LUXGEN is a rising star in Taiwan's electric vehicle market in 2024. LUXGEN n⁷, the brand's first electric SUV, was the best-selling electric car model in Taiwan for months in 2024 with a market share of more than 50%.
LUXGEN is a Taiwanese car manufacturer dedicated to popularizing full electric transportation. With its motto "Pure for all," LUXGEN connects local suppliers with international partners to bring high-quality new energy products and smart mobility services to global consumers.
"Following our company's motto 'Pure for all,' we've been focusing on implementing the latest technologies in our products," says Paul Lin, IT Director at LUXGEN. "Along with the release of our first electric car in 2023, we also digitized the whole car purchase process from advertising to ordering to provide more efficient services."
As the number of LUXGEN car owners grows and its range of digital services expands, the amount of user and vehicle data the brand processes and collects continues to increase. With that, LUXGEN decided in early 2023 to build a customer data platform (CDP) that can aggregate all its business data in one place for analytics to improve the quality of its digital services. The automaker chose to deploy the platform in Google Cloud due to its extensive technical support and cost-effective data solutions.
"To unlock the value of our business data to provide better car purchase and driving experiences, we needed high-performance data tools to process and store our data in one place," explains Lin. "Google Cloud fulfills our needs in the most cost-efficient way, and its team is very attentive to our technical issues."
Building a comprehensive CDP and shortening development time with BigQuery
Using BigQuery Connection API to swiftly connect its website, app, and internal systems with BigQuery, LUXGEN completed the development of its CDP within one week. Lin notes that since BigQuery offers many ready-to-use features, the development time was greatly shortened. According to his experience, it would have required one to two months to set up a similar data platform using on-premise solutions.
For LUXGEN, another advantage of deploying its CDP in BigQuery is the higher cost efficiency. Prior to the adoption of Google Cloud, the team could only conduct simple data analytics due to the high cost of the computing resources. Leveraging the easily scalable resources of BigQuery, LUXGEN can now transfer as much data as it needs to its customer data platform for storage and analytics at a 80% lower cost compared with a third-party software provider's CDP solution that it used before.
Deploying our customer data platform in BigQuery has benefited us in many aspects from development, analytics capabilities to cost. As all our customer data is in one place and can be analyzed quickly, we're now able to execute more complex and instant analytics to improve our services.
Paul Lin
IT Director, LUXGEN
For example, the V2X data of its vehicles are sent from end devices to its CDP in BigQuery every 30 seconds, which translates into two million data entries per day. Smoothly processing this large amount of data enables LUXGEN to ensure the quality of its V2X services.
LUXGEN also improved its marketing and sales performance with BigQuery. This is because marketing and sales teams can quickly identify specific customer profiles from various sources in just a few minutes, instead of several hours using on-premise tools. As a result, they can easily identify potential customers and provide better pre-sale services.
"Deploying our customer data platform in BigQuery has benefited us in many aspects from development, analytics capabilities to cost," says Lin. "As all our customer data are in one place and can be analyzed quickly, we're now able to execute more complex and instant analytics to improve our services."
24/7 stability and security for vehicle-to-everything services
The infrastructure and security solutions of Google Cloud fully meet our needs in terms of running a reliable and secure vehicle-to-everything system. All the information and network security software that we used to use in on-premise environments can be easily installed in Google Cloud.
Paul Lin
IT Director, LUXGEN
LUXGEN offers V2X services, such as remote control, risk alert, and instant battery charging, on most of its car models through its application. These services need to stay available around the clock, so that LUXGEN car owners can enjoy smooth driving experiences. With plans to further explore Google Cloud, LUXGEN migrated the car commanding and battery charging features from another cloud platform to Compute Engine, and experienced zero downtime since the migration.
Besides stability, security is also extremely crucial to quality V2X services. To ensure that hackers cannot break into its V2X system, LUXGEN employs several security solutions of Google Cloud like F5 Advanced WAF and Cloud Load Balancing to safeguard its V2X system.
"The infrastructure and security solutions of Google Cloud fully meet our needs in terms of running a reliable and secure vehicle-to-everything system. All the information and network security software that we used to use in on-premise environments can be easily installed in Google Cloud," explains Lin.
Offering more efficient customer service with Vertex AI
LUXGEN's customer service agents are reachable through several channels, including its website, app, and official account of LINE, the most commonly used messaging app in Taiwan. To respond to its customers' inquiries more quickly, LUXGEN in early 2024 decided to develop an AI chatbot to be embedded in its LINE account, which serves 160,000 users. Following the technical advice of the Google Cloud team, the automaker chose Vertex AI to support its chatbot. By training the model with its frequently asked questions and car manuals for customization, the LUXGEN team launched a chatbot in June 2024, with a satisfaction rate of 90% from users. The chatbot has also helped reduce 30% of its customer service workloads.
With its accurate understanding and responses, the chatbot powered by Vertex AI has greatly improved the service quality and productivity of our customer service team.
Paul Lin
IT Director, LUXGEN
"With its accurate understanding and responses, the chatbot powered by Vertex AI has greatly improved the service quality and productivity of our customer service team," notes Lin. "On top of that, the development process was fast and smooth. It only took us one and a half months to train and fine-tune the AI model, while other companies spent more than six months to develop a similar chatbot using other generative AI solutions."
Optimizing vehicle services with broader analytics and AI application
Through its developer-friendly solutions, Google Cloud has enhanced the customer experience for LUXGEN users within a short period of time. We’ll expand our data analytics and AI capabilities to provide better services to our car owners.
Paul Lin
IT Director, LUXGEN
As next steps, the LUXGEN team is planning to migrate its website to Compute Engine, and use BigQuery to predict the lifespan of car parts as well as run real-time analytics. After seeing promising results brought by the chatbot in its LINE account, the automaker will launch the same AI agent on its app and website, and will use Vertex AI to develop a chatbot that can provide training for its employees.
"Through its developer-friendly solutions, Google Cloud has enhanced the customer experience for LUXGEN users within a short period of time," notes Lin. "We'll expand our data analytics and AI capabilities to provide better services to our car owners."
LUXGEN is a Taiwanese car manufacturer dedicated to popularizing full electric transportation. With its motto "Pure for all," LUXGEN connects local suppliers with international partners to bring high-quality new energy products and smart mobility services to global consumers.
Industries: Manufacturing & Industrial
Location: Taiwan
Products: BigQuery, Vertex AI, Compute Engine, Cloud Load Balancing
