How Crash Champions built an AI agent that sounds like its best employee

Being in an accident is one of the most traumatic experiences you can have. So we want to be able to answer the phone. We want a very human presence. We want a very empathetic process.

When you look at it from the perspective of I'm supporting fourteen stores, then I just grew by five hundred and thirty eight stores. How do you find people and train people and get them used to every single carrier procedure, every single Crash Champions procedure in a day? It can't happen. So you have to find a balance between human capital and codifying that knowledge into a platform that can grow with you and can fill in the gaps.

Sally is our custom AI agent that we've worked with Podium to really customize, to have the tone and voice that we want to work with our customers as well as with the call center. When we first launched text, we were getting anywhere between fifteen to twenty conversations a day, and now we are close to a thousand conversations a day with voice and text. So we've definitely expanded as we felt more comfortable with Sally's capability and her adaption to our tone and our business.

It was pretty clear that Podium had a product that they put a lot of thought into.

You know, we know right now in Agentyx that an agent is only as good as the data that it has access to. And Podium's platform could integrate with our platform that we've made a substantial investment in to help our customers get their automobile into a location as fast as possible so they can get it back on the road as fast as possible.