# How a Roadside Assistance Dispatcher Stopped Losing Calls to Voicemail

> A regional roadside assistance company was missing after-hours calls entirely. Here's what changed after they put an AI receptionist on their dispatch line.

Source: https://convocart.ai/blog/roadside-assistance-case-study

## The problem: dispatch only works if someone's awake

A roadside assistance business runs on inbound calls, and most of the ones that matter — a stranded driver at 2am — come in exactly when no dispatcher is on shift. Every call that hit voicemail was a caller who, understandably, called the next number on the search results instead of waiting.

## What changed

The business routed their dispatch line through an AI receptionist built on the roadside-assistance template. It answers instantly, any hour, and walks the caller through exactly what a human dispatcher would ask: location, vehicle type, and what's wrong — while watching for anything that signals immediate danger and escalating instead of continuing the intake script.

### It queues the job, not just a message

Instead of taking a message for a callback, the agent adds the request directly to a live dispatch queue with a position number, so the caller knows help is already in motion rather than waiting to hear back from someone.

### It still knows when to hand off

Not every call is a straightforward tow. When a caller describes something the intake flow isn't built for, the agent recognizes that and hands off to a human immediately instead of forcing the conversation through a script that doesn't fit.

## The result

After-hours calls stopped going to voicemail entirely. Every caller gets an immediate response and a queue position, and the dispatch team starts their shift with a filled worklist instead of a stack of missed-call voicemails to return.