Introducing the New & Improved KITT Breakdown Experience

We’re continuing to improve KITT, our breakdown support system, to help get you back on the road faster when equipment issues happen.

What’s new?

When you call Breakdown, your call will now start with an AI intake agent. Its job is to gather the key details upfront so the human agent can help you faster.

How it Works

• The AI agent answers first and:

  • Confirms your equipment and location

  • Collects details about the issue

  • Opens a maintenance case for you

    
    

• Your call is then. Handed off to a human agent who already has:

  • A summary of your conversation

  • Your exact location on a map

  • Nearby vendors and Knight-Swift Shops with distance and ETA

  • Quick access to fault codes (when available)

  • A direct link to your open case

This means less repeating information and faster help.

Helpful Tips When Calling Breakdown

• Avoid speakerphone when possible. Background noise can confuse the AI agent and slow things down.

• Calling back? No problem. KITT remembers open cases for 24 hours. Just tell it you’re calling about the same issue and why you’re calling back.

• Details matter. The more specific you are, the faster the process goes.

Example: Instead of “flat tire,” say “Left rear outer trailer tire is shredded.” (Left=driver side, Right = passenger side)

• Please be patient. Like a new driver, the AI agent improves with experience. We appreciate your patience as it continues to learn.

What’s Coming Next

As KITT continues to evolve, it will be able to help with things like:

• Validating trailer DOT inspections

• Calling repair locations to confirm parts availability and ETAs

These improvements are all designed to reduce downtime and make breakdown calls smoother and faster. Thanks for working with us as we continue to improve the experience.

Check out the video below for additional information about KITT!