RAC

The unlimited capacity of storm® ensures that any simultaneous volume of
inquiries can be processed. This enables consistent service even during peaks in volume.

storm integrates with I/CAD to fully automate identification through CLI lookup. This then feeds back the repair status through a voice prompt, ensuring a rapid and accurate service.

storm pushes cancellations to I/CAD, and engineers receive a cancellation SMS. Automated Speech Recognition (ASR) enables callers to identify by Vehicle Registration Number (VRN).

With substantial numbers of inquiries already automated, the storm service is set to expand and automate all breakdown inquiries, freeing up yet more agents.

Project Manager, RAC

“Enabling critical repair services to be dispatched as soon as possible is absolutely essential to our business. But when severe disruptions occur, such as major weather incidents, our contact center becomes inundated with huge levels of traffic, and our skilled agents can be overwhelmed with handling callout requests rather than using their specialist knowledge. When customers were unable to get through to cancel requests, we also found that we would waste valuable resources on dispatching engineers who could be solving problems elsewhere.

"Through storm’s automated contact center features, more customers can get
through to the best available information without needing to talk to an agent, leaving more resource available for new bookings or complex inquiries.

"At the same time, we can increase efficiency by enabling customers to cancel in real time, reducing our costs on wasted callouts.”

Download the full case study

Fill out a few details and receive a flier detailing how RAC:

  • Identifies callers by Vehicle Registration Number with Natural Language Processing.

  • Fully automates identification through CLI lookup.

  • Processes any volume of simultaneous calls.