AI Agent for Customer Hierarchy Reconciliation to Enhance Customer Experience
Michelin, in collaboration with DPIIT (Department for Promotion of Industry and Internal Trade) and Startup India, launched the Michelin AI Startup Challenge in October 2024 to accelerate the adoption of AI/ML solutions for enterprise-level problem statements. From over 200 applications, Michelin selected three startups, including Kogo.ai, for paid Proofs of Concept (PoCs) aimed at delivering measurable business value.
Kogo.ai’s PoC was delivered in March 2025 that addressed a critical challenge in managing large customers’ accounts. Customer data collection and maintenance were largely manual and spread across separate CRM and ERP workflows, resulting in inconsistent or incomplete customer hierarchy information and reduced usability for sales teams.
Improved customer segmentation based on a more accurate view of customer size, structure and relationships.
Efficiency gains for Sales teams through reduced manual data collection and reconciliation workload.
Better commercial execution, with smoother information flows enabling sales and marketing teams to cross-sell and upsell more effectively using up-to-date, consolidated relationship intelligence.
Higher data trust and master data quality through the systematic identification of gaps, inconsistencies, and missing linkages across CRM and ERP.
PoC delivered : A conversational, LLM-enabled AI Agent to:
Automatically identify customer accounts and related entities
Extract and consolidate corporate structure and hierarchy signals
Validate and reconcile hierarchy mapping against Michelin’s customer records
Enable controlled corrections through a feedback loop, improving CRM and ERP data quality over time
ajay.mohod@michelin.com
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