SYNC Is Easier Than Ever With Operator Assist

February 9, 2012

Operator Assist is available only for business or directions searches. Some SYNC Services features require that the Service Delivery Network (SDN) find the vehicle’s coordinates through the on-board GPS. When using SYNC Services, users will know this when they hear “OK. Hang on while I get your location.”

Some business and directions searches may not be able to identify the requested business name or address. For instance, the business name may be unusual or the street address, as pronounced, doesn’t match the voice recognition system.

Should a business or directions search fail, the new Operator Assists feature will put the user in touch with a live operator. The Operator Assist feature will engage:

  • After three failed attempts to locate what the user is requesting

-or-

  • By saying “Operator” at any point during a business search or directions voice session

The Operator

Once connected, an operator will assist in locating the requested information. After the location is found, the operator returns the call back to the automated system.

The user will then be presented with options to connect to the business, receive a text message with the listing information, or receive directions.

At this point, the user will be required to select one of the options. Saying “directions” will begin the process to deliver turn-by-turn directions.

Once the directions have been successfully downloaded to the vehicle, the phone call will disconnect.

Note:  On the rare occasion that all operators are busy, users will hear hold music until connected to an operator.

Fuller Ford offers MyFord Touch classes the second Saturday of every month. The class is designed to help owners that have this feature on their vehicles become both familiar and comfortable with all that SYNC has to offer.

The class will also demonstrate how to pair your phone with the SYNC system. More importantly, we will troubleshoot any problems that you may be experiencing with your system. For more information on Fuller Ford’s MyFord Touch classes, call Chuck Bryant at (513) 352-5800 x 57.

Fuller Ford’s friendly sales and service staff can help you with all of your Ford SYNC questions. Fuller Ford is the Cincinnati Tri-State Region’s leader for the hottest, cutting-edge, most fuel efficient vehicles available. Whether you are coming from Ohio, Kentucky, or Indiana, we are conveniently located right off of I-75, just west of downtown Cincinnati. Check us out on the web at http://www.fullerisford.com.

 

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Live Operator Assistance Now Standard Feature of Ford SYNC Services

September 27, 2011

In a step to further enhance the SYNC® experience, Ford is adding Operator Assist, a new free service that allows users to connect with a live person, as a standard feature of SYNC Services.

Previously in beta test trial phase, the service is now available as part of SYNC Services and joins the growing list of cloud-based driver assistance features offered by Ford Motor Company.

“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,” said Doug VanDagens, director, Ford Connected Services Solutions Organization.

How it works

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. Seventy percent of all SYNC Services calls are for business searches and from those seeking turn-by-turn 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 voice recognition system delivers turn-by-turn directions to the user. Further, with access to more than 14 million business listings, SYNC Services directs users to the businesses they seek. Operator Assist works with both the business search and directions options.

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.

In the event a user says an address or business that the voice recognition system can’t identify, the user will be prompted with the option to connect to a live operator. If the user confirms he or she would like to speak with an operator for further assistance, the system automatically connects the user to the live operator.

“This is more than getting from point A to point B,” said Gersabeck. “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.”

A beta test trial phase – started in spring and ended with the official launch of Operator Assist – found that drivers really like having the option of talking to a live person, said Gersabeck.

“The feedback was very positive,” he said. “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.”

When a live operator assists with a business search, the user 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, the user can have the directions sent directly to the vehicle. When the information is sent or the user is connected to a business, a “session” has been completed.

New customers eligible for a three-year complimentary SYNC Services account will receive 60 Operator Assist sessions. Customers with an active SYNC Services account receive a number of complimentary sessions depending on the remaining duration of their SYNC Services account:

•Less than a year remaining, 20 complimentary sessions

•Between one and two years remaining, 40 complimentary sessions

•Between two and three years remaining, 60 complimentary sessions

Owners of Ford cars and trucks can go to syncmyride.com/support to:

•Buy a one-year SYNC Services subscription for $60, which includes 20 complimentary Operator Assist sessions

•Purchase additional Operator Assist sessions

•View how many Operator Assist sessions are available on their account

No in-vehicle software upgrade is required. The live operator services are provided by MyAssist, a leading live assistance and telematics service company for individuals and businesses based in Stevens Point, WI.

Fuller Ford’s friendly sales and service staff can help you with all of your Ford SYNC questions. Fuller Ford is the Cincinnati Tri-State Region’s leader for the hottest, cutting-edge, most fuel efficient vehicles available. Whether you are coming from Ohio, Kentucky, or Indiana, we are conveniently located right off of I-75, just west of downtown Cincinnati. Check us out on the web at http://www.fullerisford.com.

 


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