Cool and Calm
MARCH 8, 2018 –
It takes a special person to stay calm in the face of an emergency.
But, even the best people can’t perform perfectly under pressure day after day, which can result in mistakes. And, when lives are on the line, there is, unfortunately, no margin for error.
AI-driven chat bots, however, just might be the type of cool cucumber that, thanks to their ever improving training and skills, is made for the job. With one company leading the way in this pioneering move, we’re about to see just how far chatbots and AI can go to improve the experience of victims in roadside emergencies.
Each year, over forty million American drivers call in need of roadside assistance. While varying in degree of emergency, every car, whether stranded, broken down, out of gas, or wrecked, left on the side of the road should be able to get the help they need, and as quickly as possible.Left alone, a seemingly harmless situation can quickly become dangerous, especially in freezing temperatures or hard-to-see spots on the road. Add in a car full of hungry, tired, screaming kids, and even the calmest of drivers find themselves needing relief.
And, if you’ve been in a roadside emergency situation in the past, you know that those phone calls for help aren’t always easy, sometimes leaving you feeling more stressed and frustrated than before.
Today, one innovative firm has made impressive headway in solving this roadside problem. Using conversational automations with robotic process automation (RPA + C) to manage the intake of cases and to perform triage for emergency roadside assistance calls, one leading innovator in roadside assistance technology that handles over ten million roadside events each year, is giving customers not only a better experience, but they are also demonstrating the value of chat bots in today’s society.
Before, an incoming call would take approximately seven minutes to collect the information needed to send roadside assistance. And, oftentimes, this type of call wouldn’t result in accurately receiving the precise location of a vehicle.
But their automation is different.
Within two minutes, a chat bot collects all the information needed, and with much more precision than phone calls to a service center. As a bonus to the company’s, this type of system is much more cost-efficient, too.
They continue to iterate on and train conversational applications and RPA that are transforming the way drivers receive help on the road, giving them an easy process for receiving roadside assistance, taking them automatically through the most critical questions needed to be asked. A voice bot on the other end of the phone automatically triages the situation, ensuring that the proper help is sent and as quickly as possible.
As new ways of using AI are innovated,
The future of all roadside communication is sure to change. For example, callers in need of roadside assistance could use an AI-enhanced bot to not only triage and send help, but the entire conversation could be done through a rich web chat, similar to the messenger bots we’ve grown accustomed to on Facebook.
Additionally, the use of the phone’s camera could be used to collect critical data by these bots, allowing them to assess the state of emergency and to act accordingly.