Following on from a trial program, Ford Motor Company has announced that a ‘live operator services’ feature will become standard on its SYNC voice activated command system installed in the brand’s cars and trucks.
The decision to add this feature was reached following discoveries during field trials that motorists really liked having a real human voice to talk to when searching for directions, or connecting to businesses or residences. In the past, SYNC has been criticized for its automated voice command feature, which failed to recognize certain spoken commands.
“This isn’t just about offering customers a back-up option to the services we have already. This is about giving customers a variety of choices when it comes to how they would like to receive information,” declared Doug VanDagens, director, Ford Connected Services Solutions Organization.
When a live operator assists with a business search, the SYNC user can choose to receive a variety of services, ranging from turn-by-turn directions to the business or place of interest, receiving a text message with information on the business, such as an address or phone number, or be directly connected to said business via a phone call. According to David Gersabeck, product manager of SYNC services, around 70 per cent of all SYNC service calls are either for information on businesses, or seeking turn-by-turn directions to a particular destination. Having the option of a live operator makes the process that much easier, while allowing the customer to focus on the main task at hand, driving.
“This is more than getting from point A to point B,” said Gersabeck, referring to the live operator service. “It’s about delivering a level of connectivity that provides fast, hands-free connections to businesses or residences without the need for drivers to take their eyes off the road.”
In addition, he noted that, “Feedback was very positive. Our operators were told by customers that they were very happy and surprised to have an option for additional help, especially when they realized it was a free service. They expected Ford to charge for these services like our competitors do.”
