(Screenshots of Agero’s AI-powered virtual chat assistant. Source: Agero.)
Agero (Medford, Mass.), a provider of driver assistance services for manufacturers, fleets, insurers and other parties, has introduced new conversational artificial intelligence (AI) tools and enhancements designed to help consumers access the breakdown assistance they need more efficiently while providing a more transparent service experience.
“Steady increases in vehicle age, miles traveled, and maintenance deferred—all impacts from the pandemic—are creating an ever-greater volume and need for roadside assistance,” comments Chris Small, VP, product, Agero. “Today’s enhancements reflect our ongoing emphasis on using state-of-the-art technology to immediately increase the speed and convenience of roadside assistance services, while also creating a hyper-efficient platform for future improvements.”
Agero reports that its new virtual chat assistant and conversational voice enhancements leverage the latest in AI, machine learning (ML) and natural language processing (NLP), to create new highly efficient self-service opportunities for customers.
The interactive voice enhancement will speed access to roadside assistance for motorists calling by phone, providing them with faster-than-ever access to Agero’s digital self-service intake experience, the vendor says. This will ultimately reduce wait times and save thousands of minutes per day in hold times, according to Agero.
Once a service request has been created, consumers can use the new virtual chat assistant feature in Agero’s Customer Mobile Web portal, which tracks service event progress, with the goal of quickly and conveniently asking and obtain inganswers to inquiries such as ETA, receive status updates, or submit a cancellation. By handling many common tasks instantly, the virtual chat assistant helps stranded drivers bypass the need to speak with an agent for most common questions, giving consumers time back in their day and allowing them to focus on other in-the-moment needs, such as caring for a child or managing a pet. Agero says a team of highly trained response agents remains on standby for critical or emergent cases and for those consumers who prefer to speak with a support person live.
New Digital Experience for Lyft Product
Agero also announced that it has launched a new digital experience for its popular Alternative Transportation with Lyft product, making it easier for motorists to get where they need to be after a travel disruption. The company reports that it has now completed the integration of Alternative Transportation into its Mobile Web roadside assistance request intake channel. Through this fully digital experience, consumers requiring a tow can be offered a ride voucher they can use at their convenience, providing them with greater flexibility and control over when and how they use their ride.
“We understand that a vehicle breakdown is stressful. Consumers want help quickly, they want assurance they’re being taken care of, and they want to know when their help will arrive,” Agero’s Small adds. “Our expansive line-up of digital request channels gives consumers the freedom they want and transparency they need. It’s why requests from our clients’ mobile apps is up 60 percent year over year and touchless requests are up 20 percent year over year.”