NextGen Service Automation with Computer Vision
One year ago, we introduced the world’s first computer-vision powered self-service solution. Today, we are proud to share the next great leap forward, the Visual Intelligence Platform. With Visual Intelligence (or VI for short), we are bringing the latest computer vision AI technology out of the lab and into the real-world. This is practical AI, or to put it another way, AI for Real Business. And it’s about to change everything.
In today’s economy, it is more important than ever that brands deliver exceptional, automated customer experiences at unprecedented scale. Practical AI that automates previously manual tasks is the only way to scale up service operations while improving experience. The key to practical AI is to interact with customers, agents and technicians in a truly natural manner; to understand and guide them in the world they already live in. This means seeing what they see, understanding what their issue or goal is, and to use AR to guide them – all through AI.
The Visual Intelligence Platform dramatically lowers the barriers to entry, providing turnkey, fully customized computer vision AI solutions.
Introducing VI Studio
VI Studio allows enterprises to train fully customized computer vision models with incredible accuracy and detail. For example, typical computer vision models will identify a generic device (e.g. a television). VI Studio’s no-code environment allows teams with no background in AI or data science to train AI models that can identify specific models (e.g. the make and model of the TV), parts (e.g. indicator lights, buttons, ports, cables) and their statuses (e.g. on, off, red, blue, connected, disconnected). Whereas this process traditionally takes experienced data scientists about six to nine months per model, VI Studio’s unique solutions has turned out AI models with over 98% accuracy at this incredible level of detail, in as little as four to six weeks.
Bringing VI’s Insights Into the Real World
Now that your state-of-the-art, detailed computer vision models are built, it’s time to put them to work for you. VI’s automated insights are natively integrated across the TechSee platform and can be fully integrated into any business application via API. This is AI built for practical impact. Below are a few examples.
For example, end-customers can be visually guided through an unboxing and warranty registration using a Visual Journey. This user-friendly step-by-step process can help a customer identify different parts and then visually guide them through assembly or setup using automated augmented reality overlays on top of the image they see on their phones. Customers can even be asked to send a photo of their barcode and receipt. Our text analysis will parse out all relevant texts, and automatically complete their warranty registration for them.
Troubleshooting & Chatbots
What if the customer runs into a problem? They can simply upload a photo through a Visual Journey or even your chatbot (using APIs), and VI can visually understand what is wrong. Let’s say the user has unboxed a router, but cannot connect to the internet. By submitting photos of the front and back of their router, VI can identify the correct make and model, verify that the internet connection light is not lit up on the front panel, confirm that the power light is green, and automatically check that the cables on the rear panel are properly connected. If the user has not properly connected a cable, they will be sent augmented reality instructions guiding them to resolution. The user can even be asked to submit a photo to confirm that their internet is now connected. And naturally, all steps in this interaction, as well as VI’s insights into those photos, will be saved, ensuring full service continuity should the customer require additional help in the future.
Faster IVR Flows
Nobody likes waiting on hold, and frankly, it’s a waste of human capital to have agents doing work that computers can automate just as well (if not better). Ask customers to send in a picture of their issue through a Visual Journey. VI will then automatically identify the exact make and model, and visually diagnose any issues. The customer can then be sent AR guidance to fix the issue themselves, or be transferred to the optimal agent or department for their specific issue.
Automating Job Verification and Project Statuses in the Field
Demand for field service is on the rise, and with high cost of fuel, unsuccessful field service calls are more costly than ever. Before a technician is dispatched, ask the customer to submit an image of their issue. VI can then confirm the issue and their hardware setup, ensuring that the right technicians are dispatched for every job.
At the end of a job or workday, technicians can be asked to upload a photo of their progress or completed work. Whether through a Visual Journey, or API integrations, the image is then sent to VI to verify the project status or a completed job. In just seconds, the technician can either get clearance that their job was successfully completed, or feedback for what is not properly set up, and even AR guidance on how to complete the job as required. This ensures that technicians do not leave the job site before their work is done, and that any subsequent technicians are dispatched only when the site is ready for them.
This Is Just The Start
These are just a handful of the scenarios where VI has already shown incredible impact on service performance. After nearly two years of development and close collaboration with leading enterprises across the world, we are excited to bring these innovations to the wider market. To learn more, please schedule a complimentary AI consultation today.