Welcome to the Self-Service Revolution
As a contact center leader, the last thing you want to hear is that more than half of consumers would rather help themselves. But that’s where we are. We live in a world of convenience, driven by technology. There are plenty of numbers online showing more than 60% of customers prefer the DIY option. And an […]
How to Defeat Downtime with AI-Enhanced Visual Assistance
Downtime. The dreaded D-word. Whether planned or unplanned, operational downtime of key equipment is costly if not resolved effectively and efficiently. Sometimes maintenance tasks can take longer than expected to diagnose and resolve, delaying operations and reducing productivity. Other times, hours and resources are wasted sending a field service technician out to a site to […]
Multimodal Generative AI: How It’s Changing Service Forever
It’s hard to avoid the topic of AI in conversation these days. By now, you’ve probably encountered or used generative AI tools in your professional or personal life. You may have observed that many of these tools are limited in the kinds of data they can process and the outputs they generate. From ChatGPT for […]
5 Habits of Highly Effective CX Leaders
In today’s competitive market, quality customer service is not just an act—it’s a consistent habit. […]
Using Visual Assistance to Boost First Contact Resolution
In today’s fast-paced landscape, every second counts, and for the customer, a speedy solution is paramount. When they reach out to your call center, they’re seeking fast, comprehensive, and seamless support. Yet, the current paradigm, which relies heavily on text and voice communication, sometimes falls short. Misunderstandings can creep in, hindering the efficiency and effectiveness […]
Generative AI & Customer Service: 9 Things Contact Center Leaders Need to Know
What is Generative AI? Generative AI is a type of artificial intelligence designed to produce original content, ideas, or data—often mimicking human creativity in the process. It’s like a creative machine that functions by collecting samples and patterns of information and uses its research as a springboard to create content on its own. These original […]
Optimizing Customer Engagement: Best Practices for Call Center Agents Using Video Technology
When agents engage with customers using video technology, there are several best practices they should follow to ensure a positive and effective interaction. Here are ten best practices for agents using video technology during customer engagement: 1. Prepare and Test Equipment Before engaging in video interactions, agents should ensure that their video equipment, such as […]
What is Remote Support?
What is Remote Support? Remote support, also called remote assistance and remote visual assistance, allows service organizations to provide technical help to customers and technicians in the field remotely via live video, reducing the need to send workers into the field. In addition to live video, remote support platforms provide Augmented Reality tools that make […]
Remote Video Inspections: Maintaining Business Operations
For businesses looking to expand their operating spaces, transcending geographical and time barriers, while fulfilling their obligations to both customers and regulators, remote inspections are highly attractive. While the COVID-19 pandemic is receding or becoming more manageable in many places around the world, the magnitude of disruption it posed to company operations was enlightening. Despite […]
Visual Assistance vs. Video Chat Apps
When it comes to adopting new technologies to support field service workers, businesses are looking to maximize the value for their money. With this in mind, using a free video calling solution for remote assistance – like WhatsApp, FaceTime, Zoom, and other platforms – can seem like a fast and easy option for communicating with […]
What service organizations can do to measure and reduce their environmental impact
Enterprises in nearly every sector are increasingly expected to be able to demonstrate tangible progress on environmental, social, and governance (ESG) performance – particularly on sustainability goals. New technologies are leading the way in helping them do so. […]
Augmented Reality in Power and Utilities
What is augmented reality? The definition of augmented reality (AR) is the enhancement of an interactive, virtual component onto a real-world environment or situation, layering tools like informational text, 3D graphics atop a user’s field of vision. The adoption of AR has seen exponential growth over the last several years, with more than a billion […]
Remote Support Software: What It Is, and How It Is Enhanced by Augmented Reality
Remote support software enables companies to deliver virtual, platform-based video assistance to their customers, reducing barriers like location or time, as well as mitigating the impact of disruptions preventing travel to and from a service or job site. […]
Customer Service Automation: Benefits, Use Cases and Challenges
What is customer service automation? The definition of customer service automation (CSA) is a process by which human involvement in customer questions and troubleshooting issues is reduced or supplemented by technology. […]
Wearable Technology: An All-In-One Answer to Field Service Challenges
What is wearable technology? Wearable technology encompasses a variety of versatile digital devices that can be worn on the body, embedded or contained within clothing, and even tattooed onto the skin. The leading benefit for companies adopting wearable technology for their workers is straightforward, in that handheld devices are replaced by tools like smart glasses, […]
Digital Process Automation for Customer Service
What is Digital Process Automation? The definition of digital process automation (DPA) is the use of technology to optimize workflows by automating processes within them. Because those processes are more standardized, this results in improved enterprise performance and reduces errors that traditionally prevent businesses from achieving their best results. DPA is distinct from other forms […]
Digital Process Automation for Field Service
What is digital process automation? Digital process automation (DPA) is defined as the technology used to optimize manual workflows by automating and digitizing processes within them. Because those processes are more standardized with digital technology, this results in improved enterprise performance and reduces errors that traditionally prevent businesses from achieving their best results. Digital process […]
What is Digital Process Automation (DPA)?
Digital Process Automation Overview Digital Process Automation (DPA) is a method of digitizing business processes by using software to automate and optimize common workflows that usually involve human interactions resulting in increased accuracy, efficiency, improved safety, and compliance. […]
Digital Process Automation for Insurance: Smarter Self-Service
AR-powered visual claims for insurance are being used today to benefit both insurer and policyholder. […]
How Service Organizations Can Impact Sustainability Goals with Visual Assistance
The COP26 UN Climate Change Conference, hosted by the UK in partnership with Italy, took place at the start of November in Glasgow, UK. […]
Augmented Reality for Insurance
As the insurance industry looks to further digitize the customer experience, Augmented Reality (AR) powered visual claims are transforming how insurers interact and support their customers during the underwriting and insurance claims process.
Augmented Reality in Manufacturing: How Companies Can Tap into Opportunity
Despite pandemic-related jitters, the global manufacturing sector is back again – and growing. Research from Deloitte points to an expansion rate of more than 4% in 2022, with industry players turning would-be weaknesses into competitive advantages by innovating solutions for supply chain challenges and digital technology adoption. The increasing use of augmented reality (AR) tools […]
Calculating ROI for Visual Assistance: Strategies from Industry Leaders
Measuring the ROI and cost savings for the organization at large is extremely important to establish the true business and financial value of visual assistance. Establish your metrics early on, and be sure that they take into consideration any additional avoiding costs visual assistance might impact. […]
30 Field Service Stats You Need to Know
In this time of rapid digital transformation, changing customer expectations, and the increasing complexity of products, equipment, and the services needed to support them here are 30 stats every FSO needs to know.
How Medtech Innovator Apria Healthcare Ramped Up Virtual Engagement During the Pandemic
Before the pandemic, the process for selling and servicing medical devices was consistent. Consistently in person, that is. Flash forward to 2020. Many medical technology companies turned to digital tools to connect virtually as they navigated physical distancing rules. It was an immediate hit. […]
Augmented Reality for Medical Devices: Improving Access to Care
Healthcare systems increasingly engage the use of self-care medical devices that permit patients to enact care plans and manage chronic conditions within their own homes. These go beyond simple first aid kits, thermometers, or even blood pressure machines, and instead range from at-home dialysis to continuous positive airway pressure or CPAP therapy and diagnostic devices. […]
Visual Support and the Future of AI in Field Service
An Interview with CEO Thomas Cottereau The industrial sector has faced unprecedented changes driven by smart technology in recent years. SightCall partnered with Copperberg to produce a report on The State of AI in Field Service. The report highlights findings gathered from a large number of companies serving almost every industry—from automotive and machinery to […]
Using AR to Address an Aging Workforce Crisis
Older field technicians are starting to retire in large numbers, causing challenges for field service organizations. The world’s population aged 60+ is growing faster than any other age group. According to the Bureau of Labor Statistics (BLS), by 2022 more than 25% of the U.S. labor force will be in the 55+ age category. In […]
Optima Seguros and Munich Re’s Remote Inspection Tool
Optima Seguros, an insurance company based in Puerto Rico, uses Munich Re’s Remote Inspection Tool powered by SightCall, for remote claims. While efficiency is improved for all claims, the tool is extremely invaluable for helping clients who have suffered major losses because of natural disasters. Catastrophic natural events continue to increase in frequency and severity, […]
How Visual Assistance Can Become a Commercial Revenue Generator
Visual assistance is key in improving first-time fix rates, decreasing downtime, reducing costly site visits, and improving customer satisfaction for many field service and customer service organizations. When visual assistance is servitized, companies can expand their revenue streams to include the services and solutions for their products as well as the product itself. Visual Assistance […]