Roadside Assistance
Insurance
Overview
Deflect 40-50% of inbound calls to digital self-service for roadside assistance. Insurance carriers commonly trigger and integrate this experience with their IVR systems (e.g., Genesys), CRM, or other insurance systems. This can also be embedded into an existing mobile app.
In this experience, look for:
- Data validation for address location
- Secure capture of media uploads (e.g., photos or videos of car requiring assistance)
- Amazon-like experience (allow customers to stop and start experiences on different channels without losing user inputs)
- Opt in to SMS messaging to confirm submission, provide driver status updates, and more