The digital transformation has changed many facets of insurance companies, including the roadside assistance experience.
“Customers expect efficient, reliable service, and luckily, technology has moved rapidly over the past few years to deliver a more personalized experience,” said Dave Powell, Vice President of Auto Claims, Travelers. “The roadside assistance technology partners for travelers are driving the industry in a new direction by taking manual processes and redefining them as digital, transparent and networked.”
The move towards an omnichannel approach and remote access to services has been going on for several years, but COVID-19 has accelerated consumer expectations on demand, says Chris Small, vice president of customer experience at Agero, a B2B roadside assistance software provider.
“A roadside accident is a critical turning point in a policyholder’s life cycle,” said Small. “It is a moment of truth that we stand behind and want to be the hero.”
Companies like Agero and HONK, a digital roadside assistance and management platform, are partnering with insurers to add technology-driven features like artificial intelligence and GPS tracking capabilities.
Agero recently released new artificial intelligence conversational tools that enable consumers to have more efficient roadside assistance. The new virtual chat assistant and speech enhancement feature use AI, machine learning and natural language processing for a self-service opportunity. Voice enhancement and virtual chat accelerate the breakdown assistance process and reduce waiting times.
Small said the company has been on the path of digital transformation for several years using AI and machine learning technologies.
“We realized that the advancement of natural language and machine learning technology and conversational AI created a way to provide customers with an audio-driven experience,” said Small. “For insurers, it creates an additional customer experience that customers want.”
Seven of the top 10 insurance companies use Agero to provide roadside assistance to policyholders, Small added.
HONK is also working to reinvent roadside assistance by putting the customer and the towing service at the heart of the interaction.
Paul Williams, Vice President of Business Development at HONK, said that HONK has developed a platform that connects the best vendors with one job.
“If you’re the best person to provide a service, we’ll send you out,” said Williams. “We look at data points and GPS tracking, we send offers online and they can accept them if they want. Thanks to tracking and real-time data on driving conditions, we can offer precise arrival times. “
Technology has also led HONK to change the way customers request service, Williams added.
“When someone breaks down, it is usually their learned behavior to pick up the phone and call someone. With HONK we offer a digital experience and digital solutions to provide the same information without a phone call, ”said Williams.
Consumers can still call if they want, Williams added, but he said the majority choose digital when they can.
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