Are any of these a challenge for your service/support organization?
*Experienced FSEs are retiring, taking years of knowledge with them
*Your customers aren’t letting you connect your products to the Internet
*Different FSEs fix the same problem different ways
*Different customers don’t use your products the same way
*Parts are needlessly replaced
*Most issues have multiple root causes so triage is time consuming
*Many service calls are for issues your customers could have fixed
*A lot of time is spent matching the right technician to the problem
*If you use a 3rd party support organization (such as distributors, VAR’s, etc.) wouldn’t you like to have them all fix the same problem the same way?
RevTwo has created a continuously learning artificial intelligence solution that enables service and support personnel to rapidly triage and resolve service issues with complex equipment. During a service/support event, the user uses the RevTwo Navigator application on a mobile device to submit visual and tactile observations about the equipment to RevTwo AI running in the cloud. If available, product data, such as sensor readings, log files etc can also be submitted. The AI then returns either a solution with instructions on how to fix the equipment or guides the user through a series of steps to identify the problem and then prescribes a solution.
• Less experienced service people can utilize the know-how of more experienced service people, so they can fix things faster and more efficiently with less escalation.
• End users can utilize this solution to diagnose and fix common problems, thereby avoiding a support call or service dispatch altogether.
• When there is an escalation, call center agents will already know the specific equipment, it’s current status, and diagnostic history as soon as the issue is received. This saves valuable triage time.