Ford’s SYNC Service Expand

Ford affirms its commitment to communication-aided safety by adding Operator Assist, a free service that connects consumers with a live person.

The free service will enhance Ford’s standard SYNC Services, and it will be just one of a long list of cloud-based features designed to provide driver assistance.

Doug VanDagens, director of Ford Connected Services Solutions Organization, explains that Ford is committed to customer choice. “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.”

Sync Services use GPS technology, map and traffic data, and advanced vehicle sensors to provide the voice-activated technology which gives complete access to information about traffic, weather, news, sports, stock quotes and movie listings. Business searches and step-by-step directions are included in the service, and make up seventy percent of all SYNC Service calls, according to David Gersabeck, product manager of SYNC Services.

If the voice recognition can’t understand a user request, the system offers to connect to a live operator, and then automatically makes the connection. The user can also initiate the connection to a live operator by simply speaking the word ‘operator’.

“This is more than getting from point A to point B,” Gersabeck pointed out. “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.” He added that a test trial phase showed that drivers enjoy having the option of speaking with a live operator.

“The feedback was very positive,” he said. “Our operators were told by customers that they were very happy 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.”

Live operator assist provides several options: the user can receive turn-by-turn directions, receive a text with the business name, address and phone number, or be directly connected to the business phone number.

No in-vehicle software upgrade is required.