Toyota Connected North America (TCNA), an independent Toyota company, is focused on developing software engineering, machine learning, data science and the use of AI within the automotive space.
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The suite of services offered by Toyota Connected also allow users to plan trips via the navigation system, monitor EV battery and schedule charging, get driving coaching, get traffic information and more.
The company has recently migrated to MongoDB Atlas, an integrated suite of data services centred around a cloud database designed to accelerate and simplify how users build with data, which connects users to emergency services.
Since the switch, Toyota Connected has announced its efficiencies have increased, with all data being processed and delivered to agents in three seconds. The company has also achieved 99.9% availability, ensuring that safety agents can better help customers and first responders.
We spoke to 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.
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By GlobalData
Just Auto (JA): Could you provide some background on Toyota Connected?
Kevin O’Dell (KO): Toyota Connected North America (TCNA) is an independent Toyota company that leads the development of Toyota’s cloud-based digital Connected Mobility Intelligence Platform.
TCNA focuses on creating advanced technology solutions using artificial intelligence, machine learning, 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 provides 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 to the OEM?
Toyota Connected was able to approach technology with a clean slate. Toyota has excelled in manufacturing since its founding; software is a newer expertise. Toyota Connected has blended 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 around the US and the world who’ve come from the technology and software industries. Software engineers from gaming, social media, entertainment and other industries are not always the same engineers as in the automotive space, so the ability to keep some independence allows TCNA to build and retain the talent it needs to deliver high-quality software solutions.
How has the shift to MongoDB Atlas improved performance?
Since migrating to MongoDB Atlas, Toyota Connected has increased efficiencies in everything from its infrastructure to its call centre.
For one, MongoDB offers increased reliability, which has led to 99% availability, ensuring near-continuous uptime for critical services like Safety Connect. This allows for data to be processed quickly, with agents processing and delivering all the data in just three seconds, enabling them to provide rapid responses 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 needing a dedicated team, simplifying workflows and promoting innovation.
Could you discuss the call centre infrastructure and customer support provided?
Toyota Connected leverages more than 200 call centre agents all over North America and services the US and Canada. Rather than a traditional model, most of our agents work from home and are available 24/7 to handle destination assist, automatic collision notifications, SOS, subscription service questions and more.
Toyota Connected leverages more than 200 call centre agents all over North America and services the US and Canada
TCNA has built the infrastructure to route calls efficiently, without bogging down the phone infrastructure; we’re delivering multiple data packets in some cases, such as telematics and vehicle diagnostic information, alongside a voice call. The cloud infrastructure is redundant, meaning that calls are still able to go through from the customer to the agent and first responders even if one network were to go down.
What are the plans for further growth?
As automotive technology evolves, we anticipate that vehicles will be able to send even more data in emergency situations, as there are a number of information points that could further aid first responders (seatbelt usage, what direction the vehicle is facing, etc.).
With safety data already integrated into MongoDB Atlas, Toyota Connected is looking at adding AI capabilities, such as some capabilities already added to Destination Assist, to further enhance customer experience and services that will provide customers greater peace of mind in and outside of the vehicle.
