The AAA Auto Club Group and Riptide Transform Roadside Assistance

Introduction

The Auto Club Group (ACG), AAA’s second-largest club, has partnered with Riptide to revolutionize how roadside assistance is delivered. By deploying Ripley, the industry’s first AI Customer Advocate, ACG now empowers members to stay involved, informed, and supported during service interactions — while Ripley seamlessly orchestrates communications and collaboration across dispatchers, 3rd party technicians, and contact center agents.

Challenge

Before Riptide, ACG faced growing pressure to improve coordination and communication in a complex, high-volume service environment:

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  One-way member updates
  Customers were left in the dark during critical roadside moments.
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  Fragmented coordination
  Technicians, dispatchers, and 3rd party partners (e.g. tow truck drivers) relied on manual, fragmented communication processes
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  Overwhelmed contact center
  Contact center staff were overwhelmed with routine inquiries and status questions.

Solution

ACG deployed Riptide’s Ripley to integrate with its existing Salesforce Service Cloud and team of customer agents. Ripley helps manage multiparty conversations and complex field operations in real time — transforming roadside coordination and unlocking new levels of efficiency.

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  Sophisticated Interactions
  Members can reply to alerts, ask questions, and provide updates — Ripley manages it all intelligently
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  Targeted Routing
  Ripley works as part of a team, routing complex issues to the right human teammate instantly — no hold times, back-and-forth or deadends
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  Multiparty Dialogue
  All parties (member, dispatcher, 3rd party technicians, agents) stay in sync through one shared thread and simultaneous conversations managed by Ripley

Concrete Results

Overview

Traditionally, roadside communication flowed one way—from dispatchers or technicians to stranded members. If members needed to add information or ask a question, they had to wait on hold or initiate a separate interaction, causing confusion and delay.

With Ripley, that all changed. Now, AAA members can respond directly to alerts and get answers in real time. Ripley manages these inputs intelligently, leveraging human agents only when necessary. Whether confirming a location, asking for an ETA, or changing service type, Ripley coordinates seamlessly between members, dispatchers, technicians, and service agents.

This multiparty orchestration is powered by Riptide’s patented large language model (LLM) framework, which gives Ripley the context, policy awareness, and real-time data needed to respond accurately and collaborate across teams. And thanks to Ripley’s "ask for help" safeguard, if she’s ever unsure, she brings in a human, avoiding AI errors, hallucinations, and building trust.

Together, AAA and Riptide have created a smarter, faster, more collaborative service experience—one that reflects the future of AI in real-world operations.