AAA and Riptide Transform Roadside Assistance with AI Customer Advocacy

With Ripley, AAA’s roadside service gets a CSAT boost—achieving 10x faster responses, 50% less dispatch handling time, and a 4%+ increase in member satisfaction in just 90 days!

Challenge

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

• Member updates were one-way—leaving customers in the dark during critical moments
  
  
• Technicians, dispatchers, and 3rd party partners (e.g. tow truck drivers) relied on manual, fragmented communication processes
  
  
• 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.

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

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.

Read the press release >