EVE Cortex: The first scalable visual AI assistant in the industry
The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers. Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals. Today, remote assistance has become a standard in customer service and is here to stay. According to a recent survey, 42% of consumers indicated that they prefer to get remote support and avoid technician visits altogether even post-pandemic.
The Game-changing Benefits of Remote Visual Assistance
The adoption of remote visual assistance brought many advantages to the organization but also an eye-opening realization. Beyond using the tool to help them ‘see what their customers see,’ they could leverage the collected visual data to take their customer service to the next level. Using computer vision, they could give ‘smart eyes’ to their self-service tools that tended to fail. According to Gartner, only 9% of self-service interactions are actually successful in resolving a customer’s issue. By adding vision to the self-service workflow, a wide range of use cases become possible, such as helping the customer visually with product unboxing, billing, contracting, troubleshooting, warranty claims, product registration, and highly technical repair.
Easier in theory than in practice
While service organizations may have good intentions, there is a huge entry barrier to this field. Developing or implementing traditional computer vision technology takes time, is labor-intensive, and can be cost prohibitive. Months of data collection and domain-specific algorithm training is needed for tens of thousands of devices and use cases, and a team of computer vision experts must be hired to analyze and catalog the data. In most cases, this is not economical or scalable and results in a too-high TCO.
Introducing EVE Cortex
But help is now here. TechSee has launched EVE Cortex, the world’s first scalable AR Assistant powered by Computer Vision AI. EVE Cortex teaches itself to recognize thousands of products, models, parts, and components by utilizing patented AI neural networks and synthetic data to learn in hours — rather than months — making it the first truly scalable, interactive AR self-service platform for widespread use across dozens of consumer and enterprise applications.
EVE Cortex empowers enterprises to custom-build their own visual self-service flows in a matter of hours or days and at a fraction of the cost than previously possible. No knowledge of advanced coding, programming languages, or algorithmic science is necessary to create visual journeys for a huge range of use cases. In the past, AR Assistants were considered a luxury technology reserved for enterprises with massive R&D resources. Now, TechSee is making AR Assistants available to any service organization that wants to upgrade their customer experience.
The end result is a visual assistant that gives smartphones and tablets the ability to see what customers see. Users merely point their smartphone or tablet camera at a device for the AI to troubleshoot and resolve issues. There’s no need to call customer support or wait hours for a technician. The technology effectively ushers in the age of virtual ‘multi-sense’ assistants that can see, hear, read and interact naturally with customers.
Enterprises are “seeing” success with EVE Cortex
Companies — such as Vodafone, Orange, Telus, Achmea, and Hippo — with early access to EVE Cortex have found that the technology allows them to serve customers in use cases that previously couldn’t be addressed. Some examples are:
Product unboxing – EVE Cortex walks customers through unboxing and setup of various consumer electronics, from security cameras to mesh networks to smart thermostats.
Product registration and warranty activation – Consumer electronics manufacturers and retailers use EVE Cortex to simplify warranty registration and capture customer information within seconds for unique upselling opportunities and long-tail sales.
Billing and invoice explainers – Service providers enable EVE Cortex to explain bills and invoices to consumers while reading physical devices such as water/gas/electrical meters and POS terminals.
Insurance claims and underwriting assistance – Policyholders use EVE Cortex to capture damage to insured property or identify items they want to insure (home, jewelry, electronics, etc.) for virtual underwriting.
Job verification – EVE Cortex certifies that an on-site field technician has made a successful repair by examining work via the technician’s smartphone or tablet camera, or AR glasses. Tens of thousands of field service technicians in the U.S are already using it to correctly install fiber optic boxes.
Enterprises, as a result, are saving millions of dollars by cutting call volumes, increasing first-contact resolution rates, reducing truck rolls and dispatches, decreasing product return rates, boosting efficiency in contact centers and field services, generating profits, and improving the overall customer experience. To see EVE Cortex in action, click here.