What challenges did Tech Mahindra face before AI implementation?

Increasing complexity of vehicle electronics and systems makes diagnostics and repairs harder. High training costs and technical skill disparities among service technicians. Existing tools lack effective integration and remote troubleshooting capabilities. Underutilization of knowledge resources for troubleshooting leads to inefficiencies.

What was the impact of the AI solution?

Repair errors reduced by 40%, improving service quality and reliability. Diagnostics and repair times accelerated by 30%, reducing vehicle downtime. Remote support enables faster issue resolution and collaboration. Technician training is simplified with intuitive AR visuals, improving skill levels across service centers. Overall customer satisfaction and brand loyalty improved through enhanced after-sales experience.

Rank#950of 3,107

Source

Tech Mahindra iXRT Enhances Automotive After-Sales Service with Generative AI on AWS

Use case typeAutomotive operations automationUpdated Jun 13, 2026

Tech Mahindra developed the Intelligent Extended Reality Tracing (iXRT) solution that combines augmented reality (AR) and Generative AI to improve automotive after-sales service and technician workflow. The solution provides real-time diagnostics guidance, troubleshooting assistance, and interactive schematics visualization on dealer handheld devices. It leverages AWS services including Amazon Bedrock, Amazon CloudFront, Amazon API Gateway, AWS Lambda, Amazon DynamoDB, Amazon S3, and Amazon Cognito in a serverless architecture. Generative AI is used to integrate knowledge bases, SOPs, and manuals for diagnostic assistance, enhancing accuracy and efficiency.

Organization: Tech Mahindra
Industry: Automotive
Location: India
Published: January 2025

Reported outcomes

−40%

accuracyQuality & accuracy

30%time

Strategic outcomes

Customer experience & trustImproved after-sales customer satisfaction and loyaltyNew product / capabilityIntroduced AR-guided diagnostics supportEmployee experienceSimplified technician training with AR visualsSpeed & agilityEnabled faster issue resolution collaboration

Catalog median for quality & accuracy deployments: −40% across 42 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 4

1Augmented Reality
2Generative AI
3Automotive Diagnostics

Increasing complexity of vehicle electronics and systems makes diagnostics and repairs harder.
High training costs and technical skill disparities among service technicians.
Existing tools lack effective integration and remote troubleshooting capabilities.
Underutilization of knowledge resources for troubleshooting leads to inefficiencies.

The iXRT AR solution uses Unity and Vuforia on dealer devices to overlay complex vehicle circuits and schematics in AR.
A web-based AR platform built with serverless AWS services provides secure, scalable access to interactive visuals and diagnostic data.
Generative AI via Amazon Bedrock powers a chatbot for intelligent knowledge search and mechanic assistance.
Real-time remote collaboration features with voice chat enhance multi-user engagement and troubleshooting effectiveness.

Technologies

Amazon Bedrock Amazon CloudFront Amazon API Gateway AWS Lambda Amazon DynamoDB Amazon S3 Amazon Cognito

Repair errors reduced by 40%, improving service quality and reliability.
Diagnostics and repair times accelerated by 30%, reducing vehicle downtime.
Remote support enables faster issue resolution and collaboration.
Technician training is simplified with intuitive AR visuals, improving skill levels across service centers.
Overall customer satisfaction and brand loyalty improved through enhanced after-sales experience.

Architecture

The solution architecture includes dealer handheld AR applications built with Unity and Vuforia, a serverless web-based AR platform using Amazon CloudFront, API Gateway, Cognito, S3, Lambda, and DynamoDB, and a Generative AI chatbot powered by Amazon Bedrock for contextual diagnostic assistance.

Sources & evidence1

Groundedness: 5/5

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

Explore related AI use cases

Customer evidence