Insurance

Honk Technologies updates touchless claims mobile roadside assistance app with AI

Honk is an app that allows service providers to connect with motorists in need.

Photo courtesy of Honk Technologies

An artificial intelligence infusion is aimed at increasing ease-of-use and speed-of-response, two aspects of business that Honk Technologies customers use to set themselves apart. The on-demand roadside assistance platform has a network of over 75,000 towing and roadside assistance service vehicles and is used by insurers such as Farmers and Clearcover, along with fleet managers, manufacturers, and consumers.

Honk will use the technology to keeps customers informed throughout a service interaction while increasing intelligence over time.

Here's how it works, according to the company:

"A proprietary algorithm finds and sends the best-positioned service provider partner available for each job, keeping most response times to 30 minutes or less. As a result, the HONK Partner Network has set a new quality standard for customer satisfaction and performance, averaging 50% faster than AAA and traditional motor clubs. The latest updates make it even easier and faster for stranded motorists to get help, with AI and machine learning enabling live updates. This saves time for both drivers and end users while ensuring end-user safety."

"Honk's AI-powered roadside assistance has modernized a long-standing, necessary function for motorists, providing the insurance industry with an opportunity to innovate," said Corey Brundage, founder and CEO of Honk. "Consumers and carriers alike are looking for the best possible user experience. We offer seamless integration with carriers' own roadside assistance solutions, allowing insurers to take advantage of our latest features."

By utilizing this technology, Honk can perform a variety of features and functions for its customers:

  • Requests ensure roadside assistance within 15-30 minutes in most major metros and nationwide coverage
  • Immediate access to towing, tire change, jump start, fuel delivery, lock-out service, and battery replacement (coming soon)
  • Free apps show haggle-free pricing upfront with no membership fees
  • The Honk Smart Assistant chatbot leverages AI and machine learning to power automated communications, track a caller's exact location along with the service provider's name, number and ETA, and allow end-users to rate level of service
  • GPS location dispatching speed sets an industry record, locating the best-positioned service provider in under four minutes
  • The largest marketplace network of service providers nationwide
  • Service providers meet minimum criteria for safety and quality

"Honk has helped us deliver on our brand promise, resulting in a double-digit increase in our Net Promoter Score (NPS) and significant growth in customer retention," said Bobby Massey, Claims Property Strategy Lead at Farmers Insurance. "Honk plays a key role in enabling us to make good on our strong commitment to the safety and satisfaction of our customers. Honk's driver network size and its leadership in customer satisfaction and performance make HONK an ideal technology partner."

To experience Honk as a policyholder whose carrier uses the Honk platform, visit www.honkforhelp.com.

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Nuts & Bolts

 
 

The Hyundai Sonata won accolades for its user experience.

Photo courtesy of Hyundai North America

Each year, Wards Auto evaluates each automaker's infotainment and safety system offerings, diving deep into the features they offer as well as evaluating the systems' ease of use. They test then score the systems based on the user experience in reference to each vehicle's touch screens, voice controls, connectivity, and driver-assistance technologies. They also took value into consideration.

This year, the fifth year for the Wards 10 Best UX Awards, the testers scrutinized 18 eligible vehicles. The list of nominees included:

  • Acura RDX
  • Cadillac CTS-V
  • Hyundai Sonata
  • Mercedes-Benz CLA
  • Toyota Highlader
  • Alfa Romeo Giulia
  • Chevrolet Trailblazer
  • Kia Seltos
  • Nissan Sentra
  • Volkswagen Atlas Cross Sport
  • Audi Q7
  • Ford Escape
  • Lincoln Aviator
  • Ram 1500
  • BMW X7
  • Honda CR-V Hybrid
  • Mazda CX-30
  • Subaru Legacy

Here are the winners.

2021 Kia Seltos

2021 Kia Seltos Photo courtesy of Kia Motors

Wards Auto: "Kia's all-new Seltos is packed with infotainment and technology features that give the small CUV a youthful energy that's hard to resist."

2020 Mercedes-Benz CLA 250

2020 Mercedes-Benz CLA 250 Photo courtesy of Mercedes-Benz

Wards Auto: "Augmented-reality navigation, stellar ADAS, and a 64-color light show propel the $48,295 Mercedes-Benz CLA to UX leadership."

2020 Toyota Highlander

2020 Toyota Highlander Photo courtesy of Toyota Motor Sales U.S.A., Inc.

Wards Auto: "Toyota's redesigned Highlander three-row CUV is the only vehicle this year to win both Wards 10 Best Interiors and Wards 10 Best UX honors, thanks to an interior and tech overhaul that keeps it ahead of the competition."

2020 Hyundai Sonata

2020 Hyundai Sonata Photo courtesy of Hyundai Motor America

Wards Auto: "Big displays, tons of UX and ADAS features make 2020 Sonata unbeatable value proposition."

2020 Ford Escape

2020 Ford Escape Photo courtesy of Ford Motor Company

Wards Auto: "The compact CUV is a 2020 Wards 10 Best UX winner for showing how it's done right in so many ways."

2020 Subaru Legacy

2020 Subaru Legacy Photo courtesy of Subaru of America, Inc.

Wards Auto: "The '20 Legacy is another strong UX player and is the fourth consecutive Wards 10 Best UX winner for Subaru, following last year's award-winning Outback, the Ascent in 2018 and Impreza in 2017."

2020 Audi Q7

2020 Audi Q7

Photo courtesy of Audi AG

Wards Auto: "If owners take time to drill down into the immense customization content, they will be richly rewarded. In the realm of the automotive user experience, this is where the magic happens."

2020 Volkswagen Atlas Cross Sport

2020 Volkswagen Atlas Cross Sport

Photo courtesy of Volkswagen AG

Wards Auto: "The user-experience award for the five-seat Atlas Cross Sport comes on the heels of a 2019 honor for the Arteon sedan. Volkswagen is on a hot streak, and buyers of the value-driven brand are the clear winners."

2021 Chevrolet Trailblazer

2021 Chevrolet Trailblazer

Photo courtesy of Chevrolet

Wards Auto: "The Chevrolet Trailblazer wins a 2020 Wards 10 Best UX trophy for a long list of standard, user-friendly features, first-rate driver-assistance technologies and even wireless Apple CarPlay and Android Auto, with a starting price below $20,000."

2020 BMW X7

2020 BMW X7

Photo courtesy of BMW

Wards Auto: "Voice controls and driver-assistance technologies work great, personal preferences are easily cued up and Munich's largest vehicle ever soothes the soul with a user experience beyond compare, able to "Vitalize" when drowsy or "Relax" when tense."

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Jaguar Land Rover has worked in partnership with the University of Cambridge to develop new technology.

Photo courtesy of Jaguar Land Rover

Smudges are the bane of the touch screen's existence. New technology has emerged from a partnership between Jaguar Land Rover and the University of Cambridge that is designed to reduce the spread of bacteria and viruses within a car, and, consequentially reduces the number of smudge points on touch screens.

The patented technology, known as "predictive touch", uses artificial intelligence and sensors to predict a user's intended target on the touchscreen – whether that's satellite navigation, temperature controls or entertainment settings – without touching a button.

2020 Land Rover Range Rover Velar The Land Rover Range Rover Velar Photo courtesy of Land Rover

According to a release, the tech utilizes artificial intelligence to determine the item the user intends to select on the screen early in the pointing task. Gesture tracking technology uses vision-based or radio frequency-based sensors like the kind you find in electronics you use as part of your everyday life, "to combine contextual information such as user profile, interface design and environmental conditions with data available from other sensors, such as an eye-gaze tracker, to infer the user's intent in real time."

Trials utilizing the technology showed that it could reduce a driver's touchscreen interaction effort and time by up to 50 percent, as well as limiting the spread of bacteria and viruses. The tests were conduced in a lab and on the road.

Jaguar Land Rover is championing the innovation as part of its Destination Zero vision. As part of that vision, the company is working toward a world of "zero emissions, zero accidents, and zero congestion".

The company says that the predictive touch technology can be especially useful when traveling off the beaten trail, where it may be difficult to engage a touch screen button in a timely and orderly fashion. Additionally, it is in these circumstances where drivers will most want two hands on the wheel as often as possible.

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