Fords for Less in Grand Rapids, Michigan

Should Ford SYNC Have a Live Operator?

July 13th, 2011

In the mood for pizza, but have no clue where a nearby joint is – or in fact, where you even are? The answer to both could be just a voice command away. Ford is beta-testing a new feature called Operator Assist, which will make getting directions or finding a business a snap through SYNC Services. During this trial period, Operator Assist is being offered as a complimentary feature for registered users of SYNC Services; no additional software or hardware is needed.

Operator Assist connects you to a live person, who can quickly access information databases to help drivers get where they’re going and provide other services, too. Cloud-based, on-demand, voice-activated SYNC Services has access to information about traffic, news, sports, weather, horoscopes, stock quotes and movie listings as well as business searches and turn-by-turn directions, thanks to advanced vehicle sensors, integrated GPS technology and comprehensive map and traffic data.

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 the request to speak with a live operator and be connected. This system gives Ford customers the choice of interfacing with a live operator or utilizing the interactive voice recognition system.

In the event you say an address or business that the automated system can’t identify, you’ll be prompted with the option to connect to a live operator. Confirm, and the system automatically connects to the operator.

When a live operator assists with a business search, you can choose to receive turn-by-turn directions to the business, receive a text message with name, address and phone number information about the business (applies to certain phone carrier networks) or be directly connected to the phone number of the business. When a live operator assists with address entry, you can have the directions sent directly to the vehicle.

“Our customers asked for additional assistance in situations where their voice request was not understood,” said David Gersabeck, Product Manager, SYNC Services. “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.”


 

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