The development of an operator-attended agent-type service where drivers can telephone a call centre to obtain information required while driving or to have an operator execute the necessary equipment operations for them is described. Commercial operation began in 1998. The main advantage of the system is that it eliminates the requirement for the driver to execute complex operations while driving. 64% of service users were satisfied with the service. The main complaints were failure to get a connection to the call centre, the length of time requires for searches to take place, and poor circuit quality. The main service requests are to place search + entry of destination in navigation system and to make a telephone connection. User requirements were customised rather than general.
Abstract