Business process management (BPM) provider, Hinduja Global Solutions (HGS), introduced its latest product, HGS Axle, an automated dispatch assistant that helps Emergency Roadside Service (ERS) teams by triaging and capturing information for stranded drivers. The self-service emergency roadside assistance experience reduces the amount of time and effort a driver must take to solve frustrating vehicle breakdown situations.

When a stranded driver contacts an ERS company via a phone call, SMS, or mobile messaging, HGS Axle’s intelligent platform finds the nearest tow truck, dealership, and/or mechanic, creating a digital dispatch. Via GPS, all parties can monitor the platform to view the status of the tow truck or other next steps in real time. The Axle bot works by tapping into the knowledgebase and using machine learning algorithms such as Natural Language Processing (NLP) and deep neural networks to understand the context of the customer’s problem. Then, back-end activities are automatically triggered, such as a dispatch to begin transactional processing.

“Given the distress of many roadside incidents, drivers need fast and easy assistance to get back on the road, leading HGS to create a solution combining bots and human knowledge in a unique way to provide better roadside service,” said Parikshit Kalra, HGS senior vice president of capabilities and solutions in a statement. “HGS’s award-winning Axle technology makes requesting roadside assistance easy, alleviating both customer and agent frustration while getting drivers back into a functioning vehicle as safely and as soon as possible, leading to higher customer satisfaction.”

Through Axle’s automated self-service capabilities, the manual process that previously took customer care agents 10-15+ minutes to assist stranded drivers, now can take as little as 2-3 minutes and increase agent capacity by 24%. Instead of giving an agent information over a call, drivers enter data on their phones via an integrated visual intelligent virtual agent (IVA). Through a series of workflows, drivers proceed through the step-by-step process, answering questions to ensure the right solutions are selected to acquire roadside assistance. If necessary, integrated geolocation services also help locate the driver and find the closest tow destinations. 

HGS Axle's human-centric bot technology has aided about 35,000 drivers seeking emergency roadside assistance to date.