CIOs reveal their artificial intelligence strategies

Global IT leaders from MITRE Corporation, Synchrony, Humana, and Agero describe AI implementations, risks, and opportunities.

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We knew that a major customer pain point in the roadside assistance industry — and one of the main drivers of customer satisfaction — is the time it takes service providers to get to a stranded driver. Our algorithm is designed to predict when a service provider will miss their ETA, allowing Agero to contact the service provider to verify service and correct any issues, including re-dispatching. We can also contact the customer, keep them informed every step of the way, and address any issues they might have.

We viewed our new model as an opportunity to use the vast amount of data Agero has available to cause a “step change” improvement in how customers receive roadside assistance. It was implemented in Python and leverages several open-source numerical and machine learning software libraries, including scikit-learn, NumPy, and pandas, for data mining and analysis. We deployed the system on Amazon Web Services (AWS) and leverage several AWS technologies to work at scale in real time.

I’m glad to report that the results are compelling: Agero’s Proactive ETA Model successfully escalated over 75 percent of dispatches where the service provider would have been late, allowing Agero to notify the customer before the ETA had passed. Cases treated with the model saw a 20 percent reduction in long arrival times. As we learn more about indicators of at-risk cases, and with availability of new data sources, our algorithm will continue to improve.

It’s important to note that streamlining the roadside assistance experience greatly improves the overall customer perception of their insurance carrier or auto manufacturer, increasing customer satisfaction and brand loyalty. That’s a key part of Agero’s mission.

The perspective I’ve always held — one our new program has proven valuable — is that digital innovation must be driven by customer needs. The biggest risk is not being aware of this. Far too many companies look to digital automation to increase efficiency without considering the impact it has on customers. We based our digitization efforts on the preferences of our clients’ customers. I’m glad we did because it’s allowing us to better serve our clients and their customers in novel ways.

Copyright © 2018 IDG Communications, Inc.

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