DEARBORN, Mich. -

Ford recently revealed it is enhancing its voice-controlled connectivity system SYNC by offering a new service that allows users to connect with a live person.

The feature — Operator Assist — which was previously in beta test trial phase, is now available as a standard feature of SYNC and increases the OEM’s cloud-based drive assistance feature offerings.

“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,” said Doug VanDagens, director of Ford Connected Services Solutions Organization.

Delving more into how the new feature works, the company noted that Operator Assist works with both SYNC’s business search and directions options.

At any time during the business search or directions interaction between user and the SYNC Services automated system, the user can say, “Operator,” confirm his or her request to speak with an operator and connect to a live operator, officials explained.

The live operator services are provided by MyAssist, a live assistance and telematics service company for individuals and businesses based in Stevens Point, Wis.

Moreover, when a live operator provides help with a business search, the user can then choose to receive turn-by-turn directions to the business, receive a text message with name, address and phone number information about the business (applies to certain phone carrier networks), or be directly connected to the phone number of the business.

On the other hand, when a live operator assists with address entry, the user can have the directions sent directly to the vehicle. When the information is sent or the user is connected to a business, an Operator Assist “session” has been completed, explained the company.

Also, if a user says an address or business that the voice recognition system can’t identify, the user will be prompted with the option to connect to a live operator. If the user confirms he or she would like to speak with an operator for further assistance, the system automatically connects the user to the live operator, officials noted.

“This is more than getting from point A to point B,” said David Gersabeck, product manager of SYNC Services.

“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 continued.

During the program’s beta test trial phase, which started in spring and ended with the recent official launch of Operator Assist , the automaker found that drivers really liked having the option of talking to a live person, noted Gersabeck.

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

Looking at the SYNC Services offering as a whole, the automaker explained that the services provide access to information about traffic, news, sports, weather, horoscopes, stock quotes and movie listings, as well as business searches and turn-by-turn directions.

Interestingly, 70 percent of all SYNC Services calls are for business searches and from those seeking turn-by-turn directions, said Gersabeck.

Lastly, the automaker is promoting its new feature that doesn’t require any in-vehicle software upgrade, and new customers eligible for a three-year complimentary SYNC Services account will receive 60 Operator Assist sessions.

Additionally, customers with an active SYNC Services account will receive a number of complimentary sessions depending on the remaining duration of their account:

—Less than a year remaining, 20 complimentary sessions.

—Between one and two years remaining, 40 complimentary sessions.

—Between two and three years remaining, 60 complimentary sessions.

Owners of Ford cars and trucks can click here to:

—Buy a one-year SYNC Services subscription for $60, which includes 20 complimentary Operator Assist sessions.

—Purchase additional Operator Assist sessions.

—View how many Operator Assist sessions are available on their account.