AAA Washington uses Salesforce AgentForce to handle thousands of daily support calls across insurance, travel, and membership services. The AI agent delivers human-like responses and proactive suggestions, cutting average handle times to four or five minutes while keeping members informed.
Keeping Members Informed (KMI)
Four to five minutes
Thousands of calls a day
When you're on the side of the road, when you're making an insurance claim, when you're traveling, you want someone who's going to answer the phone and who you can trust. AAA Washington is one of the most trusted brands in Washington state. We have four lines of business, essentially automotive insurance, travel and membership.
If you drive down any neighborhood in Washington state, every fourth house you pass is going to have at least one AAA member in that home.
Our call center handles thousands of calls a day and speed to answer as well as how quickly we can get to on the side of the road is critical.
We have a metric we call keeping members informed or kmi. We take great pride in driving that number up. We see AgentForce as a great way to provide a human like KMI function or capability at scale differentiated on a per call basis and a per member basis. The ability to scale during challenging times. It's a real thing to have an agentforce like capability attached to that digital roadside experience. They feel connected and served.
When a member calls, they expect you to know everything about them, not just the little membership pieces or the insurance pieces.
The reasoning engine behind AgentForce can activate the right data in your ecosystem. It understands, hey, this is a question about roadside assistance. This is related to this customer being able to interpret what the person is looking for and then dip into the right places to pull out the right response to move beyond what is thought of as like the traditional chatbot experience. It's the next frontier for that type of interaction.
This is why we love AgentForce at AAA Washington. It's very simple to make modifications to the agent. Additionally, the agent is able to be proactive by looking at the member's account record to determine that they have a son who is going to be turning 16 this year and suggests that the member can sign up their son for the safe driving school and in turn receive a discount by adding the son to their car insurance.
We loved that human touch that came through in a really natur with agentforce. That alone sold me on it.
Our average call time is four to five minutes of handle time. We get thousands of calls a year to ask if their membership is still current. But when you apply it to the scale of a year, it's thousands and thousands and thousands of calls for hours and hours and hours of handle time.
Agentforce is a solution that allows us to serve our members in the way they expect today and in the future.
We look at AgentForce as an absolute augmentation strategy that just makes agents more effective. Just imagine having a workforce that can spend more quality time with our members during peak moments of need. It's a big deal whether that's on.
The side of the road when you're in an emergency, whether that's if a tree falls on your house and you need to call and make a claim. AgentForce allows us to deliver on the promise of our brand.
