50 Integrated Annual Report 2025-26 Experience.AI enhances customer, dealer, partner and employee interactions through intuitive and intelligent digital journeys. Auto To enhance customer experience across the funnel, Mahindra’s enterprise conversational AI platform - Naina.AI has automated over 6 lakh calls, offering multilingual support, knowledge integration and human handovers. Connected journeys for customers on WhatsApp are also enriched by AI agents that guide them from discovery to booking. WhatsApp agents have handled 4 lakh conversations from lead nurturing to test-drive bookings. ~6 lakh automated calls supported by Naina.AI ~4 lakh conversations handled by WhatsApp agents Vehicle GPT is a powerful, always-on AI agent that enables customers to fully understand their vehicle, from owner’s manual to real-world usage, through a visually-guided experience, handling over 10,000 queries every month across six PV brands. Frontline productivity is strengthened through contextual knowledge, guided resolution, and AI-driven sales enablement, improving consistency, preparedness, and service quality. In FY26, customer experience on mobile and web was further enhanced through cloud-native digital platforms supporting large-scale product launches and adventure bookings. A revamped launch portal, Mahindra Adventure website, and an advanced 3D vehicle configurator delivered high-volume, secure transactions: 93,689 XEV 9S & XUV 7XO bookings in 4 hours (14th January 2026) 999 BE 6 Batman Edition bookings in 135 seconds Sales Genie NXT improved test drive journeys through smarter location and distance logic, while Mahindra For You (M4U) introduced industry-first service transparency with detailed repair order breakups and customer selected services. Dealer sales and service systems were modernised through a cloud-native, end-to-end platform covering booking, retail, delivery, inventory, and claims, now live across 1,400+ dealer showrooms. A unified service platform supports 27,000+ users, improving transparency, accountability, and scalability across the dealer ecosystem. Mahindra Holidays – AI-led Experience Personalisation Mahindra Holidays has embedded AI across key customer experience touchpoints, with a focus on sentiment intelligence, personalisation, and conversion uplift. 1,400+ Dealer showrooms live 27,000+ Platform users 24/7 Availability 3D Vehicle configurator Experience.AI
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