Toyota Connected North America (TCNA), an independent Toyota company, focuses on the development of software engineering, machine learning, data science and the use of AI within the automotive sector.
Toyota Connected’s suite of services also allows users to plan trips via the navigation system, monitor the EV battery and schedule charging, get driving coaching, get traffic information and more.
The company recently migrated to MongoDB Atlas, an integrated suite of data services around a cloud database designed to accelerate and simplify the way users build with data, connecting users to emergency services.
Since the switch, Toyota Connected has announced increased efficiency, with all data processed and delivered to agents within three seconds. The company has also achieved 99.9% availability, allowing safety officers to better assist customers and first responders.
We spoke with Kevin O’Dell, director of engineering, Drivelink Telematics Services Platform, Toyota Connected North America, to learn more about the company and the work it does.
Just Auto (JA): Can you provide some background on Toyota Connected?
Kevin O’Dell (KO): Toyota Connected North America (TCNA) is an independent Toyota company leading the development of Toyota’s cloud-based digital Connected Mobility Intelligence Platform.
TCNA focuses on creating cutting-edge technology solutions using artificial intelligence, machine learning and data science, with the mission to shape the future of connected vehicles.
In addition, TCNA offers telematics services including Toyota Safety Connect, a suite of connected safety services available in Toyota and Lexus vehicles that provide roadside assistance in emergency situations. The Safety Connect suite relies on fast telemetry and minimal downtime to help customers get fast and reliable support when it matters most.
What are some key benefits of having an independent company separate from the OEM?
Toyota Connected was able to approach technology with a clean slate. Toyota has excelled in production since its founding; software is a newer expertise. Toyota Connected has combined the best practices of the software industry – speed, innovation and creating data-driven solutions to make customers’ lives easier – while adhering to Toyota’s core principles – namely constant improvement (kaizen) and respect for people.
Toyota Connected was able to approach technology with a clean slate.
Toyota Connected has leveraged talent from across the US and around the world, drawn from the technology and software industries. Software engineers from the gaming, social media, entertainment and other industries are not always the same engineers as in the automotive sector, so the ability to maintain some independence allows TCNA to build and retain the talent it needs has to deliver high quality software solutions.
How did moving to MongoDB Atlas improve performance?
Since migrating to MongoDB Atlas, Toyota Connected has improved efficiency in everything from infrastructure to the call center.
First, MongoDB offers greater reliability, which has led to 99% availability, ensuring near-continuous uptime for critical services like Safety Connect. This allows for rapid data processing, with agents processing and delivering all data in just three seconds, allowing them to respond quickly to customers in life and death situations.
Additionally, MongoDB’s platform is self-explanatory, making it easier for developers to create and manage databases, collections, and services without the need for a dedicated team, simplifying workflows and driving innovation.
Can you discuss the call center infrastructure and customer support provided?
Toyota Connected has more than 200 call center agents throughout North America, serving the US and Canada. Instead of a traditional model, most of our agents work from home and are available 24/7 for destination assistance, automatic collision notifications, SOS, subscription service inquiries and more.
Toyota Connected has more than 200 call center agents throughout North America, serving the US and Canada
TCNA has built the infrastructure to route calls efficiently, without bogging down the telephone infrastructure; In some cases we provide multiple data packages, such as telematics and vehicle diagnostic information, in addition to a voice call. The cloud infrastructure is redundant, meaning calls can still continue from the customer to the agent and first responders even if one network goes down.
What are the plans for further growth?
As automotive technology evolves, we expect vehicles to be able to transmit even more data in emergency situations, as there are a number of information points that can further assist first responders (seat belt use, which direction the vehicle is facing, etc.).
With safety data already integrated into MongoDB Atlas, Toyota is considering adding Connected AI capabilities, like some already added to Destination Assist, to further enhance customer experience and services and provide customers with greater peace of mind, both in and out outside the vehicle.
“Toyota Connected: Unifying driver and vehicle” was originally created and published by Just Auto, a brand owned by GlobalData.
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