Ford uses live operator assistance for SYNC services

Ford Motor Company (Dearborn, Mich., U.S.A) on Monday announced that it has chosen MyAssist (Stevens Point, Wis.), a company providing live-agent personal assistant for telematics services, to provide a live operator for its SYNC services registered users.

The new service, called Operator Assist, uses voice commands to connect customers to a live person who can answer questions, send directions directly to the vehicle and access information databases to help drivers get where they are going, according to MyAssist.


Ford Motor Company (Dearborn, Mich., U.S.A) on Monday announced that it has chosen MyAssist (Stevens Point, Wis.), a company providing live-agent personal assistant for telematics services, to provide a live operator for its SYNC services registered users.

The new service, called Operator Assist, uses voice commands to connect customers to a live person who can answer questions, send directions directly to the vehicle and access information databases to help drivers get where they are going, according to MyAssist.

“MyAssist allows Ford SYNC Services users to help keep their hands safely on the wheel while talking to a live specialist who can quickly provide information and navigation services that are important to drivers while on the road,” said Jim Flavell, senior vice president, MyAssist.

Operator Assist is available for the directions and business search functions of SYNC Services, which makes up 70% of the calls to SYNC Services. According to MyAssist, at any time during a business search or directions interaction between the user and the SYNC Services automation system, the user can say ‘operator,’ confirm their request to speak with an operator and connect to a live MyAssist agent.

When a MyAssist agent assists with directions, the user can have the directions sent directly to the vehicle, according to MyAssist. In the event that a user speaks an address or business that the SYNC system can’t identify, the user will be prompted with an option to connect to a live MyAssist operator.

When a live MyAssist agent assists with a business search, the user can choose to receive audible directions to the business or a text message with the name, address, phone number and information about the business (applies to certain phone carrier networks) or be directly connected to the phone of the business.

Operator Assist is currently being offered as a complimentary service for registered users of cloud-based SYNC Services. No additional software or hardware is needed.