RACQ has been recognized as a WBA Winner for Digital CX Management in the World Business Awards 2022. The World Business Award for Digital CX Management [DCX] recognizes organizations that have successfully implemented initiatives that demonstrate excellence in digital customer experience management.

In recent years, RACQ has seen considerable growth in members engaging with their digital channels when broken down on the side of the road and requesting roadside assistance. Members would either use the Roadside App, the HTML Log a Job functionality or opt to place the request digitally when given the option by the Interactive Voice Response (IVR) over the phone.

It was not unusual for RACQ competitors to provide their customers with digital options in the form of web, and an application, or web and a Bot, however, to offer all three was quite a rare occurrence for Australian roadside assistance organisations. To remain innovative leaders and provide a solution to the growing consumer demand for digitalisation in the industry, RACQ decided to continue investing in their already successful technology solutions and develop and launch an Artificial Intelligence (AI) Voice-Bot.

Launched in July 2020 with the aid of Amazon Web Service (AWS), the Voice-Bot, affectionally named, LewBot, has achieved success in terms of optimising efficiency and member acceptance of the digital channels available. In just one year, the number of members opting for assistance via digital channels increased by 88% (from FY2020 to FY2021).

The average time a member was on the phone requesting assistance also saw a significant improvement. A member’s average call duration with a phone  consultant logging their request is 5 minutes 12 seconds compared with an average call duration of 2 minutes 30 seconds when the request is made through LewBot therefore significantly reducing the members time needed to request Roadside Assistance.

Member acceptance was overall extremely positive. According to The Net Promoter Score (NPS), 95.9% of members who interacted with the LewBot as part of their Roadside Assistance were ‘promoters’ of the Voice-Bot. According to member feedback, the technology is ‘easy to use’ with members receiving a ‘swift response’ ‘excellent service’ and ‘frequent text messages tracking the job’.

LewBot is a clear reflection of RACQ’s mission and values of providing excellence at every opportunity. The implementation of the initiative improved the member and staff experience, leveraged, and evolved the technology that was currently in place, while providing longevity for the company to retail and attract high quality staff keeping RACQ at the forefront of the roadside assistance industry.

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Roadside Assistance, Insurance, Banking, Motoring, Travel | RACQ