AAA serves 63 million members using Salesforce to handle roadside assistance. Over 30% of calls are resolved in a single digital interaction, and the company uses AI to automate technician notifications and streamline service delivery.
March 19, 2024.
63 million members.
Over 30% ("one and done" digitally).
Einstein One and Customer360 (Salesforce).
Who has never called aaa. Everybody has had a time where they've needed to call aaa.
The American Automobile association or often referred to as AAA is an organization that is 63 million members strong.
When people are in trouble, they call us. It shows the trust that our members have in us. It also imposes a responsibility on us to make sure we live up to that trust. And that's what we have leveraged the Einstein One platform for.
It's all about CRM. AI data with trust and the power that that brings.
Having a reliable data set is absolutely essential in our world.
We use Einstein one service across multiple areas and AI augments our employees so they can serve our members better. AI has always had huge promise. But AI without data doesn't mean anything. If you want your AI models to work, they have to have access to data.
But there is a balance with potential and safety. To safeguard all the data a customer has provided you, that is the ultimate trust. Salesforce is a great partner because they have the same sense of accountability and responsibility as we would feel necessary.
We're using Einstein one service for our entire full end to end stack for road service delivery. We can be there in their moment where we're really able to come to their rescue. And it could be a mother who's trying to get her kids to school. A battery light came on. It's a stressful time for them.
The member can reach out to us through the mobile app and say car broke down. Because we have the customer360 in Salesforce, we know exactly who the member is, what kind of vehicle they have, where they are and what happened.
The data that comes in through Salesforce gives that 360 degree view to the agent.
The member gets the same information back along with where the technician is and how far away they are. With Salesforce we have automated that process.
Today I've got over 30% of those calls one and done digitally. Not even being touched by a human.
That's a huge productivity jump for our team.
The instinct of wanting to help people is a common trait that all of our AAA employees embrace. It's part of our DNA. It's our culture.
That's what we're about. Allowing these people to do what they do best by providing platforms that can give them that data they need to get that member back on the road.
