Increasingly, field service leaders are looking at new visual engagement technologies to improve their operational efficiency and customer and agent satisfaction. At its core, these technologies have a simple premise – a picture is worth a thousand words. The proliferation of incredibly capable smartphones and IoT devices enables today’s field organizations to better support, guide, optimize and even virtualize their operations.
Integrating Visual Engagement Technology in Your Field Service Strategy
Visual Engagement Saving Unnecessary Trips
This past year was a landmark for visual service engagement. Field service leaders supercharged their performance with automated image collection, allowing dispatchers to confirm site readiness before sending out a technician and reducing the need for a second trip. Automated image collection or live video sessions also allowed technicians to confirm the parts and services needed before heading out on a call, optimizing the time spent on site. Safety issues at a location was examined as well through automated image collection, so the technician was prepared for potential hazards before the job begins. After the job was completed, pictures confirmed process compliance.
Integrating Vision Through Artificial Intelligence (AI)
Computer Vision AI is a technology that enables computers to see, recognize, and process images. Computer Vision AI helped field technicians identify unfamiliar makes, models, and parts, reducing time on site and redispatch rates. Computer vision AI has also diagnosed issues and guided technicians through troubleshooting. When work was completed, Computer Vision AI automated job confirmation, ensuring all tasks were completed properly before the technician left the site. More companies also began using computer vision AI to guide customers through some self-service, reducing the need to dispatch technicians and avoiding the cost of increasing headcounts in call centers.
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A growing number of service organizations shifted costly field service calls to remote video service calls, guiding customers to help themselves while confirming process and safety compliance (e.g. lockout-tag out). Major telecommunications providers found that live service virtualization saved them up to 26% in the number of truck rolls.
Visual On-Site Training By Experts
Older experienced workers were used as remote experts to help newer field technicians and contractors improve the first time fix rate. Using live video calls and integrated AR tools, instructions from a capable source served the dual purpose of training a new generation and getting the job done quickly.
Over the last year alone, enterprise leaders have saved hundreds of millions of dollars using our visual engagement technology to supercharge their service organizations. To see how TechSee’s technology can benefit your field service operations, book a demo with one of our Sales consultants.