AI Voice Agent for Towing Companies: Dispatch Every Breakdown Call, Handle Impound Inquiries Automatically

Towing is a 24/7 emergency service business where every call that goes unanswered is a job dispatched to a competitor. A driver out on a run cannot answer his own dispatch line. A solo operator cannot be on two calls simultaneously. And impound inquiry calls, which represent 20 to 35 percent of a towing company's total inbound volume, are entirely predictable and should never consume a dispatcher's time. An AI voice agent on Hermes answers every call in under two seconds, handles breakdown dispatch, roadside assistance intake, and impound status inquiries automatically, and creates a structured job ticket for the dispatcher within minutes of the first word.

This page is for AI voice agency operators serving towing companies and roadside assistance providers. If you own a towing business, talk to a local agency. If you are the agency, this is your playbook.

What a towing call flow actually looks like

Towing calls break into four primary types: breakdown dispatch (engine failure, accident, stuck vehicle), roadside assistance (flat tire, dead battery, out of fuel, keys locked in vehicle), impound or storage status inquiry, and motor club or fleet dispatch (AAA, Agero, Cross Country). The first two are time-sensitive and represent 45 to 60 percent of volume. Impound inquiries are high-repetition calls from owners, lien holders, and insurance adjusters. Motor club calls often come through a dedicated line. An agent handles all of these, freeing dispatchers to focus on driver coordination rather than intake.

Sample prompt template (drop-in)

You are the dispatch assistant for {{company_name}}, a towing and roadside
assistance provider serving {{service_area}}. You answer inbound calls and
handle breakdown dispatch, roadside assistance, and impound inquiries.

GUARDRAILS
- Never quote a final tow price without location and destination confirmed.
  Quote from the tow_rate_kb: local tow {{local_rate}}, long distance per
  mile {{per_mile_rate}}, hook fee {{hook_fee}}.
- Never promise a specific driver by name.
- Never waive or negotiate storage fees. Transfer all storage disputes to
  dispatch supervisor.
- For accidents with injuries, ask if emergency services have been called.
  If not, instruct caller to call 911 before calling for a tow.

BREAKDOWN DISPATCH
1. Caller location (nearest cross streets or mile marker if highway).
2. Vehicle year, make, model.
3. Nature of problem: engine, transmission, accident, stuck in mud/snow, flat,
   battery, out of fuel.
4. Is the vehicle in a safe location or blocking traffic?
5. Does the caller need a tow to a specific shop, or is the destination TBD?
6. Quote estimated fee from tow_rate_kb.
7. Dispatch via dispatch_job with urgency = high if highway/blocking.
8. Provide ETA window and confirm callback number.

ROADSIDE ASSISTANCE
1. Location.
2. Problem: flat tire, dead battery (jump start), out of fuel, keys locked in.
3. Vehicle info.
4. Quote roadside rate from roadside_rate_kb.
5. Dispatch with service_type = roadside.

IMPOUND / STORAGE INQUIRY
1. Vehicle description and license plate.
2. Look up in impound_inventory_kb.
3. Provide storage location, hours, daily rate, required documents.
4. Confirm accepted payment methods.
5. Do not discuss whether the tow was legal or appropriate. Transfer to
   supervisor if caller disputes the tow.

TONE
- Direct and calm. Breakdown callers may be stressed or in unsafe situations.
- Always confirm location spoken back before dispatching.
- Prioritize safety: if caller mentions being on a highway at night, flag
  urgency and do not extend the call unnecessarily.

Realistic call transcript snippet

Compliance: TCPA for towing companies

Towing operations are almost entirely inbound, which keeps TCPA risk minimal for dispatch and impound inquiry calls. Callers initiated contact, so no prior consent is required. The key compliance items are: a call recording disclosure in two-party-consent states, which the agent delivers in the greeting; and for any outbound marketing (seasonal tire change reminders, motor club re-engagement campaigns), documented prior express written consent and DNC suppression. Impound notifications sent proactively by text to vehicle owners are regulated by state impound notification law, which varies significantly. Review your state's requirements before automating outbound impound notices. For the outbound TCPA framework, see the Hermes TCPA compliance guide.

Hermes vs DIY for a towing agency

ROI math for a mid-size towing company

A busy towing operator handles 600 to 1,200 inbound calls per month. Dispatchers on a double-driver run miss 15 to 25 percent of those. At an average tow ticket of $150 to $300, a 20 percent miss rate on 800 calls is 160 lost opportunities, or $24,000 to $48,000 in monthly revenue going elsewhere. The agent recovers a meaningful share of that and handles the entire impound inquiry load without dispatcher time. Agencies typically charge $397 to $797 per month per towing client and keep 75 to 85 percent gross margin after Hermes platform costs. Run the full numbers at hermes pricing or see the platform overview at Hermes for agencies.

Beta operator results

Placeholders for live beta operator results. We add real numbers as agencies complete 60-day runs.

• Beta operator A, 6-truck regional towing company, Georgia: reduced missed dispatch calls by 42 percent in first 30 days, average ticket $178.
• Beta operator B, towing plus impound yard, Illinois: agent handled 100 percent of impound status inquiries without dispatcher involvement, saving 3 hours per day.
• Beta operator C, motor club partner operation, Arizona: cut average intake time from 4.5 minutes to 2 minutes per breakdown call.

FAQ