Data-driven approach to improving customer experience and quality

Hyundai faced a significant challenge in harnessing the vast amounts of data generated by modern vehicles (ECUs, sensors, etc.) to improve quality and customer satisfaction. The traditional process of collecting bulk data, transferring it to the cloud, and analyzing it was inefficient and expensive. They needed a solution to dynamically gather precise data from specific vehicles (or entire fleets) quickly, without relying on slow and costly firmware updates.

Instead of requiring a customer to visit a service center for a hard-to-reproduce issue, Hyundai can now deploy a dynamic policy to the vehicle over-the-air. This policy waits for the specific fault to occur and then automatically captures data 30 seconds before and after the incident. This provides engineers with the full context needed to diagnose the root cause remotely and quickly, minimizing customer inconvenience.

By using intelligent, persistent data collection policies on post-production vehicles, Hyundai can proactively identify abnormal activities or errors early. If an issue is detected in one vehicle, they can apply a data collection policy to a broader fleet to check if the problem is isolated or widespread. This capability allows them to address potential defects before they escalate into serious problems requiring mass service recalls.