MEDFORD, Mass. – October 14, 2021– Agero, whose leading B2B software and services enable auto manufacturers, fleets, insurers, and others to support their customers at every stage of vehicle ownership, today introduced new conversational artificial intelligence (AI) tools and enhancements that 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,” said Chris Small, vice president of product at 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’s 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 powerful digital self-service intake experience. This will ultimately reduce wait times and save thousands of minutes per day in hold times. 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, to quickly and conveniently ask and obtain answers 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’s 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.
In addition to this news, Agero also launched a new digital experience for its popular Alternative Transportation with Lyft product, making it even easier for motorists to get where they need to be after a travel disruption. The company has now completed the integration of Alternative Transportation into its Mobile Web roadside 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. 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% year over year and touchless requests are up 20% year over year,” said Small.
Agero has led the driver assistance industry for nearly 50 years. Today the company delivers service and peace of mind in more than 12 million annual service events.
About Agero Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem.
The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.
Kate leads public relations and social media for Agero, helping the company translate its vision and leadership into impactful and meaningful stories for the public at large. Responsible for helping Agero amplify its brand mission, support product awareness and increase understanding with clients, consumers, service providers, current associates and potential employees, Kate leverages her over 10 years of experience in this fast-paced role. When not at work, she enjoys spending time with her husband, young daughter and chocolate lab, Penny.