Help Is on the Way: How the Thinking Machine™️ Automates Dispatch Requests

By Harry Chang
December 19, 2022

Brands like AAA trust Replicant’s Thinking Machine to automate thousands of dispatch calls every week. The reason is simple: dispatch calls like roadside assistance are multilayered, urgent and often extremely manual. In the blink of an eye, dispatch calls can result in:

Long service queues that dismay customers in a time of need
Inbound ETA calls that clog up phone lines and bury urgent requests
Outbound calls to service partners that are repetitive and time consuming

With Replicant, dispatch requests are fulfilled end-to-end using Contact Center Automation. Customers can speak naturally, quickly capture their location, request a tow or service truck, and receive accurate updates until assistance arrives.

For contact centers, the value is transformative. They’re able to provide every customer with reliable service, drive efficiency and ROI, and reserve agents for complex requests – even during spike events. Here’s how:

How the Thinking Machine™️ Automates Dispatch:

Proven automation. Replicant has resolved 90% of common call drivers across millions of customer service interactions. With battle-tested conversations designed for trusted enterprise businesses, the Thinking Machine™️ brings out-of-the-box resolutions to brands whose businesses rely on timely, efficient dispatching.

Omnichannel made simple. With Replicant, customers receive consistent service across voice, chat and SMS. This opens up infinite possibilities for dispatch requests. Customers can seamlessly switch between channels for actions like making a request, capturing geo-location, receiving outbound updates, and more.

Seamless integrations. The Thinking Machine™️ is a natural fit with any tech stack. Replicant’s Contact Center Automation platform works with your IVR, CCaaS, CRM, and telephony to enhance, rather than replace, your existing technology.

Deep analytics. Get visibility into all support conversations and analyze insights from conversation data, success rates, unsupported call flows, CSAT, self-serve script edits, and more. Gain real-time visibility into each conversation using out-of-the-box or custom dashboards to optimize performance over time.

Natural conversations. Instead of an endless IVR or keyword-driven call trees, the Thinking Machine™️ is powered by cutting-edge NLU that allows customers to speak naturally when executing a dispatch. They can say things like “the Tuesday after next,” “sometime in the morning works great,” or even ask the Thinking Machine™️ to list available times.

Drive Business Value With the Thinking Machine™️:

🛻 Modernize your dispatch process without increasing costs

Replicant removes the barriers that prevent customers from getting service or force them to wait during urgent situations. Outbound messages remind update customers about their dispatch and make it easy to cancel or speak to an agent. As a result, Replicant reduces no-shows while lowering cost per contact by 50% and delivering 55% in cost savings on average compared to a BPO.

🚀 Risk-free deployment ready to go live in weeks

The Thinking Machine™️ is powered by proven, pre-built components that allow your business to get up and running with end-to-end automation faster than ever before. Out-of-the-box Powers make it easy to automate use cases like Dispatch without heavy development. The Thinking Machine can quickly authenticate customers, accurately collect information like insurance, provide available times, dispatch a truck, and send outbound updates.

📈 Unlimited scale that can tackle any spike event

The Thinking Machine™️ is designed to meet today’s hiring and retention challenges with an elastic scale and unlimited capacity. With Replicant, contact centers no longer have to rely on inaccurate forecasting to plan daily and seasonal headcounts. By automating disptaches, agents are more available to focus on high-value calls.

✅ Make end-to-end dispatch service effortless

With a 90% first call resolution and CSAT scores that regularly outpace agents, the Thinking Machine™️ delivers a premium dispatching process for every customer. The Thinking Machine™️ can speak hundreds of languages, pass-off escalations to agents with full context, and work with any tech stack to create dispatch.

⏰ Reliable service with zero wait times

The Thinking Machine™️ allows contact centers to eliminate wait times for their customers and provide dispatch support outside of normal business hours. Automatically generated conversation transcripts and built-in continuous learning make it easy for managers to improve customer experiences without manual, development-heavy processes.