Case Study: AAA cuts wait times and costs with SmartAction

How AAA & CAA Clubs Eliminated Customer Wait Times & Reduced Costs with Innovative SelfService

AAA, the American Automobile Association, needed a better way to manage emergency roadside service calls across its regional clubs. As call volumes spiked during bad weather and peak travel periods, contact centers faced long queues, high hold times, and overworked agents handling many simple inquiries. AAA selected SmartAction as a preferred provider of voice self-service, using its conversational AI to support emergency roadside service and other contact center processes.

SmartAction implemented a cloud-based AI voice automation solution that verifies member safety, uses caller ID and SMS/GPS links to locate callers, personalizes calls with member data, and can automatically dispatch tow trucks through digital systems. The results were significant: SmartAction now handles more than 550,000 ERS calls per month, cuts cost per call by up to 50%, reduces hold times by 50%, and maintains a 4.5/5 CSAT score, with new deployments launched in eight weeks or less.

AAA