Enterprise course of administration (BPM) supplier, Hinduja International Options (HGS), launched its newest product, HGS Axle, an automatic dispatch assistant that helps Emergency Roadside Service (ERS) groups by triaging and capturing data for stranded drivers. The self-service emergency roadside help expertise reduces the quantity of effort and time a driver should take to resolve irritating automobile breakdown conditions.

When a stranded driver contacts an ERS firm by way of a cellphone name, SMS, or cellular messaging, HGS Axle’s clever platform finds the closest tow truck, dealership, and/or mechanic, making a digital dispatch. By way of GPS, all events can monitor the platform to view the standing of the tow truck or different subsequent steps in actual time. The Axle bot works by tapping into the knowledgebase and utilizing machine studying algorithms corresponding to Pure Language Processing (NLP) and deep neural networks to know the context of the client’s drawback. Then, back-end actions are mechanically triggered, corresponding to a dispatch to start transactional processing.

“Given the misery of many roadside incidents, drivers want quick and straightforward help to get again on the highway, main HGS to create an answer combining bots and human data in a singular approach to supply higher roadside service,” stated Parikshit Kalra, HGS senior vp of capabilities and options in a press release. “HGS’s award-winning Axle expertise makes requesting roadside help straightforward, assuaging each buyer and agent frustration whereas getting drivers again right into a functioning automobile as safely and as quickly as doable, resulting in larger buyer satisfaction.”

Via Axle’s automated self-service capabilities, the handbook course of that beforehand took buyer care brokers 10-15+ minutes to help stranded drivers, now can take as little as 2-3 minutes and enhance agent capability by 24%. As an alternative of giving an agent data over a name, drivers enter knowledge on their telephones by way of an built-in visible clever digital agent (IVA). Via a sequence of workflows, drivers proceed by way of the step-by-step course of, answering questions to make sure the correct options are chosen to amass roadside help. If needed, built-in geolocation providers additionally assist find the driving force and discover the closest tow locations. 

HGS Axle’s human-centric bot expertise has aided about 35,000 drivers searching for emergency roadside help up to now.