Rearchitecting automotive and mobility customer experience for the MCP generation

AI is transforming how automotive and mobility organizations serve drivers, support members and customers, coordinate services, and operate across increasingly complex technology environments. But one question stands above the rest: Who controls the future of your customer and employee experiences, your organization or your technology vendors?

At Avaya, we believe the answer should be you. That is why we are embracing the open future of AI, building the Avaya Infinity® platform to support Model Context Protocol (MCP).

It is the right move for automotive manufacturers, mobility providers, roadside assistance organizations, rental and fleet operators, and other transportation businesses that need to innovate without abandoning trusted systems, sensitive customer data, established workflows, or the security and governance requirements that keep people moving.

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For too long, bringing AI into automotive and mobility customer experience has meant choosing between two difficult options:

• Lock in to a single provider's closed ecosystem, limiting flexibility as AI models, connected vehicle technologies, customer expectations, service models, and mobility strategies evolve.
• Create costly, one-off integrations across CRM, telematics, roadside assistance, vehicle systems, reservations, fleet management, dealer systems, service scheduling, knowledge platforms, payments, and other applications.

This false choice slows innovation and places additional pressure on already complex automotive and mobility technology environments. It can also fragment the customer experience when information is distributed across vehicles, mobile apps, contact centers, roadside networks, dealers, service providers, and legacy and modern systems.

Enter MCP, an open, vendor-agnostic standard designed to help AI models interact with tools, data, and operational logic securely and at scale.

Think of MCP as a universal connection layer for AI. Instead of building a different connection between every model and every automotive or mobility system, organizations can create a standardized way for approved AI capabilities to access the context and tools they need.

As the AI ecosystem evolves, this approach can give automotive and mobility organizations greater freedom to innovate while maintaining control over the systems, data, workflows, partner networks, and customer relationships that differentiate their business.

MCP enables AI systems to operate with dynamic awareness of customer, employee, vehicle, session, location, trip, and service context.

For Avaya Infinity, this means AI models can deliver experiences informed by relevant information across complex automotive and mobility environments. A roadside assistance interaction could draw upon approved member, vehicle, location, service history, dispatch, knowledge, and interaction data while respecting the permissions governing each source.

That level of contextual intelligence can be especially valuable for organizations managing millions of drivers and members, thousands of employees and service providers, large vehicle fleets, broad geographic coverage, complex partner ecosystems, and service interactions where every minute can matter.

A typical automotive or mobility organization may have dozens or hundreds of tools and data sources, including CRM, telematics platforms, connected vehicle systems, roadside assistance applications, reservations, fleet management, dealer systems, service scheduling, knowledge bases, payment platforms, workforce applications, and analytics environments. At the same time, multiple AI models, copilots, applications, and agents may need controlled access to those systems.

Before MCP, connecting each system to each AI model could require its own point-to-point integration. As the number of systems and AI capabilities grows, so does the development effort, maintenance burden, complexity, and technical debt. MCP changes that paradigm by introducing a standardized intermediary layer. Instead of solving an increasingly complex N x M integration problem, automotive and mobility organizations can move toward a more scalable N + M model.

Each approved tool can expose capabilities through an MCP server, while AI models and applications connect through MCP clients. Once components can communicate through MCP, automotive and mobility organizations gain a more flexible foundation for connecting AI with existing and future systems. That can dramatically reduce redundant integration work while protecting investments already made in the technologies and workflows that support drivers, members, vehicles, employees, and partners today.

This matters because automotive and mobility journeys rarely live in one application. A single interaction may touch communications, CRM, vehicle data, telematics, location services, roadside dispatch, dealer systems, service scheduling, reservations, payments, knowledge, and analytics. Avaya Infinity with MCP can help connect those technologies, insights, channels, and workflows so organizations can modernize the experience without requiring the entire technology environment to be replaced first.

With MCP, Avaya Infinity users can unlock deeper business and operational value by giving AI access to more relevant context and approved enterprise capabilities.

For automotive and mobility organizations, that can mean faster roadside assistance, more informed customer interactions, more efficient service coordination, better connected vehicle support, greater employee productivity, and stronger continuity across the mobility journey.

MCP creates the foundation for generative and agentic AI that is not simply intelligent, but situationally aware of the customer, vehicle, location, trip, service history, mobility need, and permissions surrounding an interaction.