Roadside Rescue Bot
Allstate Insurance Company:
Allstate Roadside Services - Allstate Motor Club
Problem Statement:
Increase customer satisfaction for Allstate Roadside Services members during a roadside rescue
Objective:
As an Allstate Insurance consumer - and a member of the Allstate Roadside Services membership I would like for my membership to include the ability to request services on demand for a typical roadside rescue during a trip, commute or breakdown. I’d like for this service to update me on status during the rescue so I can maintain peace of mind for myself & family members, during a roadside assistance request.
Key Results:
Ability to request a roadside service request
Ability to track the status of my roadside assistance request
Ability to receive notifications of my service request
Decrease callback rate during a service request
Native iOS
SMS Chatbot
Platforms:
My Role:
Lead Product Designer
What We Know:
TOW: 30 - 60 min ETA
NON TOW: 30 - 60 min ETA
NON TOW: 0 - 30 min ETA
During the period of 1/1/ - 5/17 Allstate received a total of 902,414 roadside rescues from AMC Members. Over 70% of that total was across 3 different types of services spanning two unique timeframes. Out of these rescue requests - over 60% resulted in a call back to the customer service center with a request to receive a status update specifically asking about the providers estimated time of arrival and location. Each of these calls had an average duration of over 7 min and 30 seconds. After listening to days of recorded customer service calls - we understood there was opportunity to improve the post dispatch process that would result in cost savings and increased customer satisfaction while experiencing a difficult time in their roadside resc
32.0% { 288,935 TOTAL RESCUES}
29.3% { 264,674 TOTAL RESCUES}
12.1% { 109,557 TOTAL RESCUES}
The Rescue:
We created a pilot group to validate our assumption that by integrating seamlessly via Rest API across the enterprise software for accepting & assigning a rescues that allow for communication between the customer service rep, the GoodHands rescue network, & the Roadside Service Consumer - customer satisfaction would increase, call back rate would decrease significantly and opportunities to further digitize the experience would show themselves to us. Using 3 easy steps we segmented users across 3 different conditions to determine the optimal experience to continue iterating towards the final solution.
The consumers would call the customer service line to initiate a rescue using Omni - to ensure the customer was safe, verify the service type, and locate a provider with the right skills and equipment to assist the customer.
At this point - the rescue is assigned via the crowd sourced provider network. The consumer will now receive updates and details from the provider including name, phone number, estimated time of arrival, & a link to track progress in real time.
The customer is now enjoying the rest of their rescue experience across digital channels that allows them to track their driver in real-time through the completion of their rescue.
The Rescue:
The Assignment:
The Intake:
“Hi, I’m Ari. Artificial Roadside Intelligence from Allstate
I speak naturally, I am down to earth, I am confident, I am respectful and I am witty.
Need help with your rescue?
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Welcome mesage
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Provider ETA
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Provider Location
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Contact Info
The outcomes
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Callback rate reduced to 15% of consumers
Callbacks are impossible to eliminate. We reduced these to 2 primary concerns. Rescue Provider Changed - Innacurate location.
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Ability to request updates on demand
Based on our pilot consumers preferred the ability to request information on demand during a typical rescue between 30 & 60 minutes.
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"Where exactly is my provider?
We noticed consumers kept asking to see their exact provider location. This became a key feature in the full native experience to see where your provider was in realtime.
After the pilot & MVP launched - I left Allstate to pursue my next venture - Infrastructure Automation within Wells Fargo Technology. The product team carried out the rest of this vision based on our initial concepting and expanding it to an automated Tap, Text and Talk experience across the Allstate Roadside Services Network. The full story can be viewed in the video below.