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Visual Assistance implementation processes

  16.07.2021 в 13:03   53  
Of course, the selected vendor or third party should have the best practices, know-how and the track record in their Visual Assistance implementation processes.
The contact center agent or remote expert can see what the customer is seeing in order to provide live assistance and guidance. Think of this stage as remote “eyes” into the situation. For example, an agent can ask to see the customer’s router and explain that a cable is plugged into the wrong port, or see that a refrigerator is not functioning properly because the air flow vent is blocked, or see physical damage on an insured object to support a claim.

It also allows remote experts to see what your field service technician is repairing and provide directions from afar. For example, a technician can point a tablet at a complex issue and request help with a job, or receive visual verification that a job was completed successfully.

Celaton helps telecoms streamline inbound data, such as emails, web forms and posts, extracting and validating key data from each correspondence, and presenting suggested responses to service reps, who then amend messages before responding to customers. Kryon, meanwhile, assists operators with identifying key processes to automate in support of both digital and human workforces for optimal efficiency.
More info: network architect- www.fieldengineer.com/skills/what-is-a-network-architect