Enabling Roadside Assistance with Conversational AI
Industrial ServicesBusiness Impacts
~20M
calls and 1M chat sessions automated annually
90%+
Accuracy in query recognition
~5%
Unplanned agent transfers
<3 Min
average call time
Customer Key Facts
- Location : United States of America
- Industry : Industrial Services
- Size : 3000+ Employees
Automating and Streamlining Customer Experience for Roadside Assistance
Emergencies require immediate assistance for drivers and customers, especially when stuck in an unknown or remote location. An American Industrial Services company leading the digitalization of driver assistance provides 24/7 roadside assistance to customers across the US and serves more than 41,000 zip codes.
The client works with a robust curated network of service providers to ensure immediate service to customers.
The client provides roadside assistance via DTMF-based IVR. This traditional approach to customer support results in high volumes and wait times. There is a need for a conversational transformation to automate and expedite roadside assistance for customers and service providers and improve the user experience.
Challenges
- Assisting 15 million drivers
- Managing 12 million yearly dispatches
- Catering to over 30,000 + roadside events per day
- Addressing high demand covering 41,000+ zip codes
- Lack of templatized solutions to cater to the unique needs via a single agent
- Converting visual journey to voice and capturing details from the user
Technologies Used
Dialogflow ES
Google Cloud
ConvergeOne
AVAYA - AEP
SWOOP
node.js
Dialogflow CX
Data studio
Monitoring and logging - Splunk & Snowflake
Solution
Quantiphi built multiple solutions for the client to address user-specific questions across a range of platforms. One of the key solutions is the Roadside IVA, a voice solution integrated with the AVAYA AEP Contact Center platform and Swoop, that allows the users to seamlessly open new requests and check on their status. The users receive customized experiences based on their service provider and service type, and the IVA collects and sends the details to live agents to reduce workloads. We also developed a chat solution integrated with the ConvergeOne conversation platform for the users who want to open, modify, and check the opened requests and status through chat.
A solution was specifically built for the service providers to update active job status and receive a callback in case of further assistance.
A unique flow was developed for users calling into the agent using their connected vehicle, i.e., dialing in from the vehicle. The solution covers three use cases: SOS (the occupants need help), Roadside Assistance, and Concierge. In each of these cases, the virtual agent can appropriately ask to cancel their request, transfer to an agent or raise an emergency request.
Connected Vehicle Survey flow was developed to route all the CV customers to a survey (if agreed by the customer) before ending the call.
The Virtual Agent was introduced on the chat channel to automate processes like canceling service, updating ETA, going on arrival, and updating equipment for their service providers.
In order to provide a seamless user experience to customers, Quantiphi developed a deployment plan without downtime using AVAYA applications and Dialogflow versioning to ensure all customer calls are attended.
Results
- Continued 24*7 customer service availability and reduced call wait time
- Human-like conversational experience with the capability to handle 600 requests per minute on chat and 300 requests per minute on voice
- Seamless live agent handover for complex queries with proper context setting
- Faster development and deployment (without downtime) for new features by templatizing the solutions
