Touring and Yuma: Humanizing Roadside Assistance with AI-Powered Support

Touring, a leading provider of roadside assistance services in Belgium, recognized the need to enhance their customer service experience while maintaining a strong human connection. They sought a solution that would streamline agent workflows, reducing the time to resolve a problem and allowing them the agents to focus on empathy and personalized support for drivers in distress, without losing the personal touch.

Solution:

Touring partnered with Yuma, a Belgian specialist in human-centric digital transformation, to develop an AI-powered chatbot that supports the call center agents. Yuma, known for its focus on the human aspects of technology, designed the chatbot to act as an intelligent assistant for Touring's call center agents.

Here's how it works:

• Real-time Support: During calls with distressed drivers, the chatbot acts as a virtual assistant to the call center agent, identifying key information such as location, vehicle type, and the nature of the problem. The agents consult the bot immediately during the call, which allows them to quickly provide the correct information to the customers. The chatbot analyses, both the context and facts about the incident, and helps agents verify key information such as coverage and possible resolutions quickly.
• Empowering Agents, Not Replacing Them: The chatbot instantly retrieves relevant information from Touring's knowledge base, providing agents with immediate access to contracts, terms and conditions as well as internal expert opinions on historical cases. This allows agents to focus on active listening, understanding the customer's emotional needs, and offering personalized solutions.

Results:

By combining Yuma's expertise in human-centered design with the power of AI, Touring achieved impressive results:

• Increased Efficiency: Agents can now access critical information quickly, leading to faster resolution times and increased call handling capacity.
• Elevated Customer Experience: With agents free to focus on empathy and personalized support, customer satisfaction has significantly improved.
• Enhanced Agent Well-being: By reducing the burden of multitasking and information retrieval, the chatbot has decreased agent stress and improved job satisfaction.
• Improved Onboarding: Having access to an assistant relieves some of the workload of senior staff when onboarding junior call agents.

Key Takeaways:

Touring's collaboration with Yuma demonstrates how AI can be successfully integrated into customer service while prioritizing the human element. By automating routine tasks and empowering agents to focus on genuine human interaction, Touring has not only improved operational efficiency but also enhanced the overall customer experience. This success story highlights the importance of a human-centric approach to digital transformation, proving that technology can be a powerful tool for enhancing, not replacing, human connection.

472 Views 1 Likes Introduce me  Read More