Caliber Launches Expanded Scheduling Options for Customers & Insurance Carriers

Caliber’s goal is to create an unmatched, frictionless experience where customers (drivers/owners) and insurance agents can schedule collision and glass repair through their preferred channels, at their convenience, while we ensure efficiency at every touchpoint.

To achieve this goal, Caliber is once again leading the industry in innovation, this time by offering an expanded portfolio of scheduling services. We now offer expanded hours for our call center and service centers and new 24/7 scheduling through a variety of digital services. We are also integrating AI to guide, support and optimize the customer experience (CX). 

Some of these services went online earlier this fall. All options will be available by the end of the 2024 calendar year.

New 24/7 Automated Scheduling Options

• Text: Vehicle owners who go through insurance carriers will receive an invitation to text for scheduling. This option includes AI guidance and troubleshooting for users.

• Digital self-schedule: Customers using insurance will also receive an invitation to our new digital self-scheduling portal. This option includes AI guidance and troubleshooting for users.

• Google scheduling: For self-pay claims, scheduling will now be available through Google Maps and search. 

• Website updates: Caliber.com will be updated to allow for online scheduling directly at the center of the user’s choosing.

New Expanded Hours & Availability to Engage with a Live Person

• Expanded Caliber call center hours: Now open from 6 am CST until 9 pm CST, with full shift coverage on Saturdays and Sundays.

• Expanded Caliber repair center hours: Responding to demand on a market-by-market basis, some centers will now be open on Saturdays

• Insurer scheduling: Carrier teammates will also be able to schedule on behalf of your customers through your existing account portals.

• Expanded Spanish capabilities: Communicate directly with a Spanish-speaking agent, without the need for a translator.

Caliber's New AI Integration Guides Users & Teammates for a Better CX

Caliber is partnering with two leaders in the field of AI customer contact and agent support to create a frictionless customer experience (CX). The first leader specializes in creating AI support systems for Caliber’s customer service teammates, while the second has developed extensive systems that engage, guide, and troubleshoot problems for the user in real-time.

Real-Time AI Support & Evaluation for Caliber’s Customer-Engaging Teammates

• Customer identification: Customers are identified before they reach an agent, reducing interaction time and creating a comfort level for the customer.

• Real-time guidance: Scripts and guidance for call center agents ensuring optimal customer experiences.

• Real-time scorecard: Instant feedback and performance metrics to call center teammates.

• AI summary transcript: A comprehensive summary of the entire customer interaction, allowing supervisors to review the conversation in ahead of drop-off.

• Escalation: Automatically escalates interactions to a manager if the call is going poorly, ensuring timely intervention and resolution.

AI Process Assistance & Troubleshooting for Vehicle Owners & Drivers

These features are available for customers utilizing insurance and our new text or digital portal options to schedule.

• AI chat or call capabilities: Allows customers to interact through their preferred medium and to go between them.

• Virtual assistance: AI guides the user through the scheduling process, answers questions and assists with workflows.

• Digital self-service: Customers can perform functions at their convenience. They can confirm appointments, self-schedule, and reschedule—no agent required.

Our Commitment to Continuous Improvement

Caliber is continually improving processes and systems to reduce cycle time and TCOR, improve accuracy and agility, streamline processes and reduce overhead, and ultimately create a better, faster, more convenient experience for our customers and carrier partners.