INTELLIGENT BRANDS // Mobile Technology
Sinch and AAA partner to expand chat capabilities
“ We are thrilled to further partner with AAA to leverage our industry-leading customer communication cloud to bring two-way conversational experiences to people precisely when they need it most ,” said Sinch CEO Laurinda Pang .
“ We are able to combine our long experience of multi-channel communications , our investments in Conversational AI and our Sinch Engage engagement suite to deliver this much-valued innovation to AAA and the many motorists they excel in servicing .”
Sinch and AAA have long worked together in initiatives to Drive meaningful member experience through mobile messaging .
For instance , Sinch has made the AAA ’ s 800-HELP number textenabled . When a member texts , the response from AAA includes a web link that allows the user to create a request for roadside assistance without having to speak to a AAA agent .
“ AAA ’ s top priority is taking care of our members when they need us most ,” said Marshall Doney , president and CEO , AAA . “ Sinch has been an excellent partner in furthering that mission and their innovation has allowed us to take our roadside assistance to the next level .”
Sinch and AAA , are partnering to expand chat capabilities for roadside assistance . These changes will allow those stranded in remote areas to seamlessly connect with AAA for help . Yearly , millions of Americans are at risk of having need of road assistance while not being nearby a cellular network .
Enabling roadside assistance via satellite builds on Sinch ’ s previous experience in delivering robust communications services that meet the highest possible requirements .
Last November , T-Mobile partnered with Sinch to launch another important first : NextGen 911 Real-Time Text ( RTT ).
Now , AAA has announced that users of the newly announced iPhone 15 lineup , as well as iPhone 14 users , can access Roadside Assistance via satellite utilizing AAA services .
AAA responds to approximately 30 million calls for roadside assistance annually and serves more than 63 million members .
This first-ever NextGen 911 RTT technology is operating at an Emergency Communications Center ( ECC ) in Hood County , Texas , allowing T-Mobile customers to communicate with 911 through simultaneous conversational text and voice – text messages can be sent and read at the same time – without the need for teletype ( TTY ) technology .
Sinch will serve as the software provider making it seamless for AAA agents to be in near-live contact with motorists and localize them using satellite connection .
This is particularly critical for up to 48 million Americans who are deaf or hard of hearing , as well as those who have speech-related disabilities or are non-native English speakers .
This new option to contact AAA will relieve millions of Americans a year from fear of needing to have road assistance while not being nearby a cellular network .
RTT also gives public safety centers the ability to make betterinformed dispatch decisions during a crisis and shave crucial time off a response . p
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