Ford Introduces Live Operator for SYNC Users

Ford yesterday announced a new SYNC Services feature, “Operator Assist”, which lets drivers speak to a real person in order to help with enquiries such as business searches or address entry. It’s currently in beta and is being offered free to registered users of SYNC Services.

Operator Assist is voice activated and the new feature provides customers with the ability to safely connect with a live person who can quickly access information databases to help drivers get where they want to go. No additional hardware or software is needed and the driver (or passenger) simply says, “Operator” if he or she needs assistance with the automated system. After confirming the request, the individual is connected to a live operator for help in finding a business or entering an address. Directions can be sent directly to the vehicle’s navigation system or the business address and phone number can be texted to a mobile phone.

Taking the concept a step further, in the instance when a driver says an address or business that the automated system can’t identify, the driver will be offered the option to connect to a live operator for further assistance. If the user confirms he or she would like to speak with an operator, the system automatically connects the user to the live operator. This avoids the frustration that I think we’ve all encountered when we know where we want to go but the GPS doesn’t recognise the address.

Seventy percent of all SYNC Services calls are for business search and directions“, said David Gersabeck, product manager, SYNC Services. “Our customers asked for additional assistance in situations where their voice request was not understood…Being able to connect with a live person at any time contributes to that [assistance].