Virtual assistant

iQor’s Technology Innovation Team Designs an Intelligent Virtual Assistant for the Vehicle Roadside Assistance Market

ST. PETERSBURG, Fla.–(BUSINESS WIRE)–iQor, a managed service provider of technology-enabled customer engagement and BPO solutions, announced that it is combining its digital, text and voice agents to automate roadside assistance for customers in need of fast and efficient service 24 hours a day, 7 days a week.

iQor’s intelligent virtual assistant meets the requirement for a self-service solution that enhances the customer experience for drivers who require assistance in potentially stressful situations requiring a combination of speed, precision and empathy.

Using the AWS Connect platform, iQor’s Digital Onboarding Service team was able to modernize customers’ legacy routing engine and create the necessary integrations to enable the Interactive Voice Response (IVR) system to identify customers and prioritize calls using automation. With self-help options, customers get the assistance they need with simple questions that don’t require human intervention. iQor’s AI-powered self-service solution directs priority calls to live agents, reducing wait times for more complex or time-sensitive interactions.

“Collaboration is a big part of our digital culture,” said Chief Digital Officer Prabhjot (PJ) Singh. “Our technology innovation and integration services teams partner with our clients on all things digital, supporting a collaborative and creative process. This process seeks the best ways to positively impact the customer experience while strategically reducing the overall cost of serving our customers.

iQor rolled out the smart virtual assistant for its roadside assistance customer earlier this year as part of its digital premiere omnichannel customer service Support. The digital system increased the number of automated calls digitally by approximately 38%. It has greatly improved the customer experience by resolving approximately 50% of interactions without the need for a live agent.

“YP’s Innovation and Integration Services teams are extremely successful in solving our customers’ biggest challenges while using the same process to enhance and enhance the user experience and success of our frontline agents. at the same time,” said President and CEO Gary Praznik.

iQor makes it easy for businesses to go digital, engage customers on their terms, and quickly deliver the kind of intuitive, personalized, and more human experience they want. Learn more about how iQor’s digital services can work for your customers here.