The AA implemented a chatbot to answer basic queries and provide 24/7 support to users—creating a multi-channel, fit-for-purpose chatbot.
Roadside assistance throughout the UK
Founded in 1905, The AA is the UK’s largest motoring organization. It provides emergency roadside assistance and breakdown cover, vehicle insurance, loans, and travel advice to its 15 million members. It employs approximately 7,500 people, including both office staff and its mobile workforce.
Providing 24/7 support to staff
The AA provides 24/7 breakdown cover for customers and insurance services through its contact center, but the IT internal service desk is only open until 8pm. “We needed 24/7 IT support to match our users’ working hours without having to staff a hotline,” explains Katie Jansons, IT Service Manager for The AA.
Patrol staff have mobile devices to help them better serve customers at the roadside. Without round the clock IT support, however, small IT issues could impact the user’s ability to do their job.
A virtual agent for common queries
The company decided to implement a chatbot to help staff self-serve for common queries. EvITa is underpinned by ServiceNow Virtual Agent and provides first line responses for IT and HR issues, such as password resets and how to report sickness.
The IT team worked to identify common issues and configured EvITa with information and links to help solve issues without having to reach out to the service desk.