This Guidance helps automakers enhance the contact center experience by using Amazon Connect and integrating with Original Equipment Manufacturer (OEM) Telematics Service Platform (TSP) and QnA Bot on AWS or retrieval augmented generation (RAG) technology, to build an intelligent automotive call platform. As an automaker, you can use your own knowledge base to help the artificial intelligence (AI)-powered conversational bot automatically answer questions from callers, while protecting the caller’s data from data leakage to third parties outside of the AWS environment. This Guidance enables inbound and outbound call services, such as emergency call (eCall), breakdown call (bCall), and information call (iCall) so that callers can get the tailored support they need for their vehicles.