Agero Automation UPDATES

A Special Thanks to each of you for trusting the IVR process!

As Agero developed and deployed the IVR, you all brought attention to issues they needed to fix. The product
team has been working around the clock to fix the bugs that have been an inconvenience to you. Our feedback
allowed them to identify additional areas that needed to be addressed in order to make the IVR a better working
tool for the customer and for US.

Please note an urgent update to process. Effective immediately, do NOT reconfirm any pre-populated
information during the call except the location. This is being done to improve efficiency and overall customer
satisfaction. Standard recap procedures are still expected at the end of the call. Please note, in the small
chance when data is identified to be incorrect during the recap, you will be required to go back in OR to correct
the data.

Industry research shows that 88% of consumers do not want to repeat information when they switch to a live
person. This is true for Agero customers as well. Our surveys show customer frustration with having to repeat
information to you that they already confirmed with the IVR.

• The human representative asked the exact same questions. I assumed speaking to the automated system
would negate the need to do so.
• I wish the operator wouldn’t waste time asking me the same questions I already answered with the automated
system.
• The automated system asked me for information then when a live person came on the line I had to repeat the
information. It was pointless and a waste of time.

Please review the following status updates on our automation efforts:

RESOLVED ISSUES RESOLUTION IN PROGRESS

Entire Location/Address passed into the
Street Field.
This was a Travelers-only issue and is
resolved.
The Lite IVR does not ask for Color.
Color will become a required field in
OneRoad. If color is not pre-populated
OneRoad will stop on the CVD Screen so
color can be captured manually.
The Lite IVR does not ask for Location Type.
Location Type will become a required field in OneRoad.
OneRoad will stop on the Disablement Location Screen so
Location Type can be captured manually.
Callback Number on Start Call Screen
If the callback number is updated on the Start Call Screen
the updated number will carry over and populate as the
Closed Loop Preference on Dispatch Configuration. A Green
Checkmark will not display next to the Callback Number
Field if the field is blank.
Policy Name/Vehicle mismatch
This issue is fixed for USAA, Progressive,
Liberty, Safeco, 21st Century. Other programs
will be fixed when the Lite IVR 2.5 upgrade is
deployed. This is expected to be resolved for
insurance programs by 4/06 and for all the
OEM programs by the end of April.
Address populating as a range
Please continue to follow the published workaround
• If an address range populates in the Disablement Location,
you must return to the Disablement Location Screen and
ask the customer for a more accurate address.
• Collect the missing Location Type before proceeding.
• Combine confirming the name, vehicle and location in a
single statement whenever possible.
Example: Mrs. Smith I see your ford focus is between 1 and
100 Main Street. Can you give me a more specific house
number or cross street?

As feedback was been provided, it has allowed Agero to improve on the accuracy and content
received through the automation efforts.
New Adjustment In Progress
Based on IVR monitoring observations and CSP feedback, Agero is
updating the IVR script to remove the word “attempt” in the prompt
“while I attempt to connect you to a representative.”
Remember, our path through our 2018 Automation efforts are a
journey. How far we have come and how far we plan to go has only
been made possible by your continued dedication to delivering a
superior customer experience.

Thank you again for your patience, feedback and effort. Please
continue to use the Agero Automation Initiative link to report
defects/bugs https://goo.gl/forms/2YKQQMeCnujKJGND3

You should all be proud of the experience we have been able to

deliver the customer!