Ford Sync to get 'Operator Assist' feature

(July 15, 2011) DEARBORN, Mich.— Getting directions or finding a business using Sync Services has become even easier thanks to a new feature called Operator Assist that allows users to instantly connect with a live person.

The expanded Operator Assist service will is likely to challenge General Motors’ popular long-running OnStar system.
 
Operator Assist is only a voice command away, making it part of the growing list of cloud-based driver aids offered by Ford. 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’re going.
 
Operator Assist is currently in a beta test trial phase and being offered as a complimentary feature for registered users of Sync Services. No additional software or hardware is needed.
 
“Ford is committed to continuously improving the ownership experience and delivering the level of connectivity that customers want,” said Doug VanDagens, director, Ford Connected Services Solutions Organization. “By leveraging what’s available in the cloud, we continue to innovate and improve our customers’ experience without having to touch the vehicle or inconvenience the owner.”
 
Cloud-based, on-demand, voice-activated Sync Services provides access to information about traffic, news, sports, weather, horoscopes, stock quotes, and movie listings along with business searches and turn-by-turn directions.
 
Operator Assist is available for the directions and business search functions of Sync Services. Seventy percent of all Sync Services calls are for business search and directions, said David Gersabeck, product manager, Sync Services.
 
Using advanced vehicle sensors, integrated GPS technology and comprehensive map and traffic data, the Sync Services automated system delivers turn-by-turn directions to the user. Further, with access to more than 14 million business listings, SYNC Services’ automated system directs users to the businesses they seek.
 
Now, with Operator Assist, at any time during a business search or directions interaction between the user and the Sync Services automated system, the user can say, “Operator,” confirm his or her request to speak with an operator, and connect to a live operator. This system gives Ford customers the choice of interfacing with a live operator or utilizing the interactive voice recognition system.
 
“Our customers asked for additional assistance in situations where their voice request was not understood,” said Gersabeck. “If you want the most reliable user experience, enabling alternative methods for customers to access information will increase success, which is where Operator Assist factors into the equation.”