# SightCall: Full Platform Documentation > SightCall VISION is an enterprise remote visual support platform. It connects remote experts, field technicians, and customers through live AR-enhanced video, AI-driven analytics, and automated knowledge capture. Enterprise service organizations use it to resolve issues faster, reduce unnecessary site visits, and scale institutional expertise across their teams and AI agents. --- ## 1. Company Overview SightCall was founded in 2008 by Thomas Cottereau and Antoine Vervoort, who identified a gap in how businesses delivered support: teams were blind to what was happening on-site. The company is headquartered in Redwood City, California (operating as San Francisco HQ), with additional offices in Paris (Boulogne-Billancourt), Frankfurt, and London. **Mission:** To empower enterprise companies with visual assistance that enhances productivity, boosts operational efficiency, and elevates customer experiences. **Leadership:** - Thomas Cottereau (Chief Executive Officer and co-founder) - Ronan Souberbielle (Chief Operating Officer) - Frédéric Navarre (Chief Technology Officer) - Andrew Federici (Chief Marketing Officer) - Matthieu Piquet (VP, Security) **Investors and Board:** Backed by Eurazeo (Damien Fietta, Portfolio Operations Director) and Infravia Capital Partners (Alban Wyniecki, Partner). Paul Limbrey (Director, Platforms, Americas at Google) also serves on the board. SightCall serves hundreds of enterprise customers worldwide across field service, customer service, insurance, and healthcare. Recognized by Fast Company as a top-4 Augmented Reality innovator in its World's Most Innovative Companies list. --- ## 2. Platform: SightCall VISION SightCall VISION is the platform umbrella. It is not a single product but a suite of four coordinated products that address different layers of enterprise service delivery. ### 2.1 Products within SightCall VISION - Remote Visual Support: Live video sessions with AR tools for real-time issue resolution - Insights: AI analytics layer that analyzes session data to surface operational trends - Xpert Knowledge: Automated capture and conversion of sessions into reusable tutorials - Visual AI: Computer vision for defect detection, object recognition, and OCR data capture These products share a common network, data layer, and integration architecture. Organizations can deploy them individually or together. --- ## 3. Remote Visual Support ### 3.1 What It Does Remote Visual Support enables experts to see exactly what a technician or customer sees and provide real-time guidance. Sessions are initiated via a secure link: end users (customers, field technicians) do not need to download an app; they join via a WebRTC-powered browser link. The expert uses a desktop or mobile agent console. ### 3.2 Core Session Capabilities **Live Video:** - High-definition, one-way and two-way video streaming - Adaptive bitrate streaming maintains session quality in low-bandwidth environments - Multi-party sessions: supervisors, specialists, or additional experts can join a live call without disrupting the customer experience **Augmented Reality Tools:** - AR annotations: experts draw, point, and place markers on the user's physical environment in real time - Freeze-frame capture with image markup: pause the video feed, annotate the frozen frame, and share it back - Measurement overlays and spatial pointers **Data Capture:** - OCR (Optical Character Recognition): automatically reads serial numbers, labels, gauges, and handwritten notes from the live video feed - Barcode and QR code scanning - Smart scanning for structured data extraction directly into service systems **Async Workflows: SightCall Snap:** When live video is impractical (low connectivity, customer preference, or time-zone mismatch), SightCall Snap enables asynchronous photo and video sharing. Policyholders, technicians, or customers capture images or short video clips; these sync into the session record automatically once connectivity improves. SightCall Snap is particularly important in insurance claims and customer service voice contact centers. **Session Management:** - Pre-call readiness checks verify audio, video, and network connectivity before the session begins, reducing failed starts - Consent-based session recording with configurable controls - Real-time translation for cross-language sessions - GPS and timestamp verification for location-stamped evidence (especially used in insurance) - Reporting dashboards tracking first-time fix rates, avoided truck rolls, resolution times, and CSAT **Sustainability Tracking:** SightCall automatically tracks ESG-relevant metrics: each avoided site visit generates quantifiable CO2 reduction data that can feed into sustainability reporting and corporate accountability frameworks. ### 3.3 Measured Outcomes (Remote Visual Support) - 58% reduction in on-site time to repair - 69% decrease in average resolution time - 50% fewer truck rolls - 5x savings on field service operations - 25% increase in CSAT - +20% first call/contact resolution rate --- ## 4. Insights ### 4.1 What It Does Insights is an AI analytics product that operates continuously across SightCall support sessions. Rather than requiring manual reporting or structured ticket data, Insights analyzes what actually happens during live visual sessions and surfaces operational patterns that would otherwise remain invisible. ### 4.2 How It Works Every remote support session generates operational data: troubleshooting signals, outcomes, escalation patterns, diagnostic steps, and visual evidence. Insights anonymizes and analyzes this session data using AI, then surfaces findings through a dashboard and a plain-language AI chat interface. Service leaders can ask questions in natural language (e.g., "What issues cause the most escalations?") and receive data-backed answers without digging through reports. Insights can also pass data to existing BI tools, adding value to analytics workflows already in place. ### 4.3 What Insights Reveals - **Service efficiency trends:** KPI tracking across resolution rates, dispatch rates, escalation rates, and first-time fix performance - **Repeat failures:** Issues that recur across different jobs, locations, or customers; identifying product defects, training gaps, or systemic documentation problems - **Escalation hotspots:** Where technicians consistently need expert backup, indicating where Tier 1 needs more support or knowledge - **Knowledge gaps:** Situations where tacit expert knowledge is required to resolve an issue, surfacing opportunities to capture and scale that expertise - **Dispatch drivers:** Understanding why truck rolls happen, enabling better pre-diagnosis and remote resolution workflows - **No-fault-found trends:** Identifying cases where dispatched technicians found nothing wrong; a major cost driver in field service ### 4.4 Privacy Insights analyzes anonymized and redacted session data. Metrics are AI-generated based on session analysis; they are intended for trend analysis and operational prioritization rather than audited engineering statistics. ### 4.5 KPIs Tracked Remote resolution rate, dispatch rate, escalation rate, no-fault-found trends, part failure identification, diagnostic uncertainty, recurring issue patterns, tacit knowledge dependency, first-time fix improvement, and average resolution time. --- ## 5. Xpert Knowledge ### 5.1 What It Does Xpert Knowledge automatically transforms live remote visual support sessions into structured, reusable multimedia tutorials. The goal is to capture tacit expertise (the know-how that experienced technicians carry but rarely document) before it is lost to retirement, turnover, or the end of a session. ### 5.2 How It Works (Three Steps) **Step 1: Capture:** Every image, video, annotation, AR interaction, and audio exchange during a real service session is automatically captured without requiring any additional effort from technicians or agents. This happens as part of the normal support workflow. **Step 2: AI Transforms:** SightCall AI organizes the captured session content into clear, step-by-step multimedia tutorials. These tutorials combine video clips, annotated images, audio, transcripts, and contextual summaries. Tutorials are generated in minutes rather than the hours that manual documentation would require. **Step 3: Review and Deploy:** Managers review, edit, redact, and approve tutorials in the Xpert Library before they are distributed. This human-in-the-loop step ensures accuracy and builds a curated, searchable knowledge base. Usage analytics show which tutorials are accessed most, which need refinement, and where knowledge gaps remain. ### 5.3 Key Capabilities - **Expertise-to-Knowledge Automation:** End-to-end capture of tacit expert knowledge during live support interactions, converted into AI-ready structured content - **Intelligent Knowledge Refinement:** Rich multimedia format combining video, annotations, images, audio, and metadata to accelerate technician understanding - **Contextual Multimedia Authoring:** Human feedback, edits, and redaction capabilities with user insights that improve tutorial quality over time - **Precision Knowledge Delivery:** Searchable Xpert Library with live URLs shareable at the moment of service. Experts can send a tutorial link during a live session ### 5.4 Use Cases - Onboarding: new technicians reach proficiency faster by learning from real Tier 2 resolutions rather than static manuals - AI training data: structured visual tutorials feed AI agents with real institutional knowledge - Shift-left enablement: empowers Tier 1 agents and customers to self-resolve issues that previously required escalation - Knowledge preservation: captures expertise before veteran technicians retire ### 5.5 Measured Outcomes - ∞ accelerated knowledge creation (tutorials generated automatically rather than manually) - 40% improved first-time fix rate (reported by Xpert Knowledge users) - 25% increased CSAT - 30% improvement in time to proficiency (energy sector customer example) - Training ramp time cut from 6 weeks toward 3 weeks (customer quote) --- ## 6. Visual AI ### 6.1 What It Does Visual AI applies computer vision and generative AI to live video feeds, photos, and captured images, enabling service teams to identify issues, extract data, and guide decisions without relying on verbal descriptions. ### 6.2 Capabilities **SMART Code and Label Detection (OCR):** Automatically detects and reads text, codes, serial numbers, barcodes, QR codes, gauges, and handwritten information from the video feed or captured images. Matches extracted data to asset records and knowledge systems, giving teams instant access to searchable, structured information. Reduces manual data entry by up to 80% (per industry benchmarks cited by SightCall). **Computer Vision (Defect and Pattern Detection):** Classifies and recognizes patterns in live video and still images. Use cases include spotting corrosion, wear and tear, missing parts, assembly errors, and damage. Shortens diagnostic time and reduces the need for repeat inspections. **Multimodal Generative AI:** Turns captured photo and video service data into visual problem-solving guides for customers, technicians, and remote experts. Rather than generic AI responses, these guides are grounded in actual service interactions and institutional knowledge, reducing the risk of AI hallucination in high-stakes service scenarios. ### 6.3 Market Context Per data cited by SightCall: 78% of high-performing field service organizations already use AI technologies, and computer vision adoption is expected to grow 270% over four years. Technicians currently spend an average of 52% of their time on data capture tasks (manual and digital); Visual AI directly addresses this. --- ## 7. Solutions ### 7.1 Field Service **URL:** https://sightcall.com/solutions/field-service/ SightCall's field service solution targets organizations that dispatch technicians to customer sites, with a focus on reducing the number of dispatches that should be resolved remotely (truck roll reduction) and improving the outcome of dispatches that do occur (first-time fix rate improvement). **Primary use cases:** - Remote pre-diagnosis before a truck is dispatched - Expert guidance for on-site technicians during complex repairs - Remote factory acceptance testing (FAT), reducing travel for machinery commissioning - Knowledge capture from experienced technicians to train the next generation **Featured capabilities in field service context:** - AR annotations and spatial pointers for precise guidance in tight spaces or complex machinery - OCR scanning to capture serial numbers, part codes, and readings at the point of service - Real-time translation for multi-language global operations - Multi-party calls to bring in specialists during live sessions - Async image sharing when connectivity is limited **Measured outcomes (field service):** - 50% fewer truck rolls - 20% increased first-time fix rate - 25% increased CSAT - 5x savings on field service operations - 69% decreased average resolution time - 58% reduction in on-site time to repair **Customer examples:** - GE Healthcare: reduced maintenance turnaround from 3 days to 6-8 hours; saved over $300,000 in travel costs per month - Koenig & Bauer: 80% of customer cases now solved successfully through remote support, with improved FTFR and decreased resolution time - WashTec (car wash equipment): cost savings from truck roll reduction; improved resolution rates through pre-visit triage - Sears Home Services: "Leveraging SightCall, we can diagnose a large percentage of our jobs before we roll a truck and order parts." **Key FSM integrations:** SAP Field Service Management, ServiceNow, Salesforce, Microsoft Dynamics 365, ServiceMax ### 7.2 Customer Service **URL:** https://sightcall.com/solutions/customer-service/ SightCall's customer service solution extends visual support into contact centers and CX operations, enabling agents to see what customers see rather than relying on verbal descriptions. It integrates natively with CCaaS platforms so agents launch visual sessions from within their existing workflow. **Primary use cases:** - Consumer electronics troubleshooting (setup, configuration, hardware issues) - Consumer appliance support - Complex B2B product support where precision matters - Reducing escalations from Tier 1 to Tier 2 **Core features for customer service:** - Live two-way video and one-way customer camera share - Screen sharing and screencast - AR annotations and pointers - Freeze-frame capture with markup - OCR and barcode scanning - SightCall Snap for async photo/video when live video is impractical - Multi-party: supervisors can silently join or take over - Pre-call diagnostics to ensure technical readiness - Session analytics and reporting **Measured outcomes (customer service):** - 20% improved first contact resolution (FCR) - 20% decrease in average handle time (AHT) - 94% of consumers rate video support as a positive experience (cited research) - 82% of consumers prioritize speed in support interactions (cited research) - 4,000 weekly agent hours saved with pre-call automation (customer example) **Key CCaaS/CRM integrations:** NICE CXone, Genesys Cloud CX, Five9, Salesforce Service Cloud, Microsoft Dynamics 365, Zendesk **Customer examples:** - iFIT (fitness equipment): "We know we could solve so many problems if we could just see what the customer could see. Using SightCall eliminates barriers of knowledge and different terminology." - Global coffee machine manufacturer: combined live video with connected machine data to reduce on-site visits, improve CSAT, and increase efficiency ### 7.3 Insurance **URL:** https://sightcall.com/solutions/insurance/ SightCall's insurance solution enables carriers and adjusters to conduct remote visual claims assessments, thereby reducing the need for physical site inspections while improving evidence quality, fraud detection, and settlement speed. **Primary use cases:** - Remote loss adjustment (auto, home, property) - First notice of loss (FNOL) evidence capture - Real-time damage assessment for automotive and property claims - Fraud reduction through GPS-stamped, timestamped, and authenticated visual evidence - Pre-visit diagnostics to triage claims before dispatching an inspector **Workflows supported:** - **Live assessment:** Adjuster connects with policyholder via live HD video and guides them through documenting damage with AR annotations and photo capture - **Async evidence collection with SightCall Snap:** Policyholder captures photos and videos on their own timeline, following guided prompts; evidence is authenticated with geolocation and timestamp and syncs into the claims record **Security for insurance:** GPS and timestamp verification for claim authenticity; multi-party sessions to include contractors or supervisors; automated claim report generation that integrates into claims management systems. **Measured outcomes (insurance):** - 69% decrease in claims handling time - 25% increase in CSAT - 2.1 million metric tons of CO2 emissions avoided across the customer base - Up to 60% faster claim cycle times (projected based on AI-driven automation) **Insurance customers:** Allianz, AXA, Sedgwick, Generali, Groupama Bulgaria, Chubb, sjova **Insurance integrations:** Cotality (formerly CoreLogic/Symbility), Guidewire, Munich RE, RDT, CCC, Salesforce **Customer examples:** - Allianz: increased customer satisfaction, decreased claims time, saved millions of kilometers of travel - AXA Greece: digitally transformed the claims process; reduced FNOL times; increased NPS - sjova: streamlined service and transformed sustainability efforts with visual claims support ### 7.4 Telehealth **URL:** https://sightcall.com/solutions/telehealth/ SightCall's telehealth solution provides HIPAA-compliant remote visual support for healthcare providers, enabling clinical assessment, medical device guidance, and care coordination without in-person visits. **Primary use cases:** - Virtual clinical visits with visual assessment (wound care, symptom evaluation, mobility assessment) - Home medical device setup, calibration, and troubleshooting (CPAP, insulin pumps, oxygen concentrators, wearable sensors) - Chronic condition monitoring - Remote clinical trial monitoring - Medical device field service (installation and maintenance) - Fall assessment and physical therapy guidance **Key features for telehealth:** - HIPAA-compliant by configuration: end-to-end encrypted, consent-based, with audit logs - No download required for patients: they join via a secure browser link - Pre-appointment readiness: patients guided through audio/video/network checks before the visit begins - AR annotations and overlays for step-by-step patient guidance (e.g., device setup) - Real-time provider dashboard showing appointment schedule, patient readiness, and waiting room status - Automated post-visit reporting with annotated images and audio transcripts, exportable to EMR/CRM systems - Multi-party support: family members or caregivers can join sessions **Healthcare customers:** UnitedHealthcare, Apria Healthcare, GE Healthcare, B Braun, HarmonyCares, Maxicare, Syneos Health **Customer example:** - Apria Healthcare: leverages SightCall to enhance remote patient support, improve care outcomes, and streamline medical equipment maintenance --- ## 8. Infrastructure and Network SightCall operates a proprietary global video network, not a generic public cloud infrastructure. This is a deliberate architectural decision for an enterprise platform where video quality and reliability are non-negotiable. **Adaptive bitrate streaming:** The network continuously adjusts video quality based on available bandwidth, maintaining smooth, uninterrupted sessions even in challenging connectivity environments, including remote field locations, hospital Wi-Fi, and low-signal areas. **Geographic redundancy:** Data centers are distributed globally, providing both service continuity in the event of a localized outage and the ability for customers to meet data sovereignty requirements. Organizations can select data residency regions to comply with local regulations. **Full tenant isolation:** Secure multi-tenant architecture ensures complete isolation and encryption of each customer's account data. A breach in one tenant cannot affect others, which is a higher level of security than traditional shared-resource cloud models. **WebRTC:** The platform uses WebRTC to deliver a no-download experience for end users (customers, patients, policyholders). The expert/agent side uses a desktop or mobile console application. **Async continuity:** When live video is not feasible (network dropout, low bandwidth, scheduling mismatch), SightCall Snap enables asynchronous photo and video capture that automatically syncs when connectivity returns. --- ## 9. Security and Compliance SightCall is built for industries where security is a prerequisite, not a feature request. All controls are embedded in the session lifecycle. ### 9.1 Certifications and Regulatory Compliance - **SOC 2 Type II:** Independently audited controls for security, availability, and confidentiality - **HIPAA:** Compliant configuration available for healthcare use; protects Protected Health Information (PHI) during telehealth, medical device support, and clinical assistance - **GDPR:** Aligned with EU data protection, transparency, and privacy requirements - **CCPA:** Supports California Consumer Privacy Act compliance with appropriate data handling safeguards [Trust Center](https://trust.sightcall.com): live compliance status and security documentation ### 9.2 Technical Security Controls - Encrypted video and data transmission (in transit and at rest) - Secure storage of session artifacts - Role-based access management - Enterprise Single Sign-On support (SAML/OIDC) - Configurable session recording controls - Consent-based recording with consent workflows - Automatic masking and face blurring options - Configurable data retention and access control policies - Full audit traceability - Secure multi-tenant architecture with full isolation per customer --- ## 10. Integrations SightCall VISION can be deployed in standalone mode or embedded directly into existing enterprise software stacks. Integration types: ### 10.1 Contact Center (CCaaS) Strategic Partners - **NICE** (CXone): Strategic partner and reseller. Native CXone orchestration for visual sessions within NICE workflows. - **Genesys** (Cloud CX): Strategic partner. Genesys Cloud widget for launching visual sessions from within agent desktop. - **Five9**: Strategic partner. Five9 Video Engagement integration. - **Odigo**: Cloud-native CCaaS platform for enterprise organizations with omnichannel support across voice, email, chat, and social media. Open API architecture connects with existing CRM and ITSM systems. ### 10.2 CRM and Field Service Management (FSM) - **Salesforce**: Strategic partner. Native integration with Salesforce Service Cloud; available on Salesforce AppExchange. - **Microsoft Dynamics 365**: Embedded visual support within the Dynamics 365 ecosystem. - **ServiceNow**: FSM integration for field service workflows. - **SAP**: Available on SAP Store; integrates with SAP Field Service Management. - **ServiceMax**: FSM integration. - **Zendesk**: CRM integration for customer support. - **Accenture**: Global reseller of SightCall. Joint deployments with large telecommunications and manufacturing customers. Accenture and SightCall helped Airbus reduce time to resolution by 60 minutes. - **Google Gemini**: Gemini Live API integration brings real-time AI intelligence into service interactions, enabling AI agents to see and act on what's happening in the field. ### 10.3 Insurance Platforms - **Cotality** (formerly CoreLogic / Symbility): Strategic insurance claims platform partner. - **Guidewire**: Core insurance platform integration. - **Munich Re**: Remote Inspection Solution - policyholders and insurers can inspect, report, and settle claims in real time using a smartphone. Reduces cost, time, and resource requirements for insurers. - **RDT**: UK insurance software integration via the Atlas suite, one of the UK's most widely used insurance platforms. Supports insurers ranging from high-volume household names to niche players. - **CCC**: Integration with the CCC ONE platform (CCC Information Services), a hyperscale cloud platform for the automotive, insurance, and collision repair industries. Covers claims from FNOL through repair; reduces claims processing costs by up to 34%. ### 10.4 Wearables and Smart Glasses - **RealWear**: Hands-free field use via RealWear industrial smart glasses. - **Vuzix**: Smart glasses integration for wearable field support. ### 10.5 Custom Integration Organizations can also build custom integrations using SightCall's REST API and SDKs (iOS, Android, Web). Full documentation is available through SightCall's Developer Portal (contact SightCall for access). --- ## 11. Supported Devices and Deployment **End-user devices (customers, patients, policyholders, field technicians):** - iOS native app - Android native app - Browser-based (WebRTC) no download required; supports Chrome, Edge, Firefox **Agent/expert console:** - Desktop application for Windows and macOS - Mobile apps for iOS and Android (agent role) - Supported browsers: Chrome, Edge, Firefox **Smart glasses (hands-free field use):** - RealWear industrial smart glasses - Vuzix smart glasses **Deployment model:** - Cloud-based SaaS (primary) - Can be embedded via SDK into existing mobile or web applications - Standalone mode available (no CRM/FSM required) - API and webhook support for custom workflows **Connectivity resilience:** - Adaptive bitrate streaming for poor network conditions - SightCall Snap (async) for offline or constrained environments - Global network infrastructure with geographic redundancy --- ## 12. Developer Resources - **Developer Portal:** SDK documentation, REST API reference, integration guides, and authentication documentation (contact SightCall for access) - **SDKs:** iOS (Swift/Objective-C), Android (Kotlin), Web (JavaScript) - **REST API:** Available for session management, user provisioning, reporting, and workflow integration - **[Support Portal](https://support.sightcall.com):** customer knowledge base and support ticket submission --- ## 13. Measured Outcomes and ROI The following metrics are reported from customer deployments across SightCall's base. Individual results vary. **Field Service:** - 50% fewer truck rolls - 20% improved first-time fix rate - 69% decreased average resolution time - 58% reduction in time to repair on site - 5x savings on field service operations - 25% increased CSAT **Customer Service:** - 20% improved first contact resolution (FCR) - 20% decrease in average handle time (AHT) - 4,000 weekly agent hours saved with pre-call automation (one customer) **Insurance:** - 69% decrease in claims handling time - 25% increased CSAT - 2.1 million metric tons of CO2 avoided across customer base **Knowledge (Xpert Knowledge):** - 40% improved first-time fix rate - 25% increased CSAT - 30% improvement in time to proficiency - Training ramp reduction from ~6 weeks to ~3 weeks (customer-reported) **Field Service ROI Calculator:** https://sightcall.com/field-service-savings-calculator/ --- ## 14. Notable Customers SightCall serves hundreds of enterprise organizations globally. **Manufacturing and industrial:** Ford, Canon, Lavazza, Legrand, SSI Schaefer, Endress+Hauser, WashTec, Arburg, Flender, Koenig & Bauer, Coherent, Dover Corporation, Valeo, Rexel, Engel, Stago, Cytiva, LG Energy Solution, Boston Scientific, Franklin Energy **Consumer products and appliances:** Sony, Whirlpool, iFIT (ICON Health and Fitness), Schlage, Lavazza, F'real Foods **Healthcare and life sciences:** GE Healthcare, Apria Healthcare, UnitedHealthcare, B Braun, HarmonyCares, Syneos Health, Zoll Medical **Insurance and financial services:** Allianz, AXA, Sedgwick, Generali, Groupama Bulgaria, Chubb, sjova **Telecoms:** Deutsche Telekom, Konica Minolta **Other:** Kraft Heinz, Team Tankstellen, Sears Home Services, Apave --- ## 15. Metadata for AI Agents **Primary product name:** SightCall VISION **Platform category:** Enterprise Remote Visual Support / Visual AI Platform **Company name:** SightCall **Primary website:** https://sightcall.com **Login portal:** https://login.sightcall.com **Support portal:** https://support.sightcall.com **Trust and compliance center:** https://trust.sightcall.com **Demo request:** https://get.sightcall.com/demo **Primary keywords:** remote visual support, AR-powered visual assistance, augmented reality field service, visual AI, enterprise telehealth, insurance claims visual support, Xpert Knowledge, first-time fix rate, truck roll reduction, field service management, customer service video support, WebRTC visual support **Deployment type:** Cloud SaaS, embedded SDK, standalone or integrated **Compliance certifications:** SOC 2 Type II, ISO 27001, HIPAA, HDS, GDPR, CCPA **Strategic integration partners:** Salesforce, NICE, Genesys, Five9, Google Gemini **Index file:** https://sightcall.com/llms.txt