Visual automation and the future of self-service technology support

By January 31, 2018Connect, Relay
Technology Identification & Automated Support

Issues happen when they’re least expected

Put yourself in your customer’s shoes for a minute.

You are running your business, serving your customers, and then something breaks.

Your credit card terminal won’t accept a payment and is displaying an error that you have never seen before. You panic.

How would you get support today? Google the name of the company that sold you the technology, find their support number, wait in a phone queue, get connected to an agent that may or may not be able to help and potentially get transferred, just to wait more before finally getting your issue resolved.

Unfortunately, that’s typically how support works today.

But imagine this. What if you could take your phone out of your pocket, point it at the terminal displaying the error and have it tell you exactly what is wrong and how you can fix it right then and there? Not bad, right? Your 20 minute problem was just solved in two minutes and you retained a few extra customers today.

Technology Identification Technology

 

The future is now

This sounds a bit like an alternate universe given how teams treat support today with static phone IVRs, blind remote troubleshooting, and stale knowledge bases, right?

Actually, this future is already here. Artificial intelligence has come a long way in the past few years and intelligent visual identification is now all around us. Think of the iPhone X. It can instantly recognize the face of its owner once it has been trained and identify that face every time it sees it.

We have taken this same technology and applied it to the world that we live in – support. And specifically technology support.

The same way your iPhone can recognize your face, our Connect application can recognize technology. Vx520s, Poynt smart terminals, iPads, Star printers, Meraki routers and much more.

 

A universal technology dictionary

The beauty of business technology is that it’s finite and 80% of the technology used today comes from only 20% of the total number of vendors.

At Boomtown we are on a journey to catalog all business technology on a single platform so we can leverage technologies like intelligent image recognition to not only identify but diagnose and troubleshoot issues in real time. We are starting with merchant technology since that is where we all spend our days and we will continue from there.

Our technology dictionary already has over 500 detailed entries down to the make and model and we are adding to it every day. We are teaching Connect to visually recognize these technologies and identify common error codes. This enables your customers to point their phones at whatever is broken and get answers in return.

Device Business Context

 

Technology and bots go hand-in-hand

Once we have these technologies cataloged, we create and apply Knowledge Bots that know this technology inside and out. When a piece of technology is tagged to a specific customer conversation (either manually by an agent or automatically by a bot), that specific Knowledge Bot can automatically jump in and assist with answering questions or troubleshooting issues.

And the best part about these bots (or at least my favorite) is that they get smarter with each interaction. Every time the bot gets asked a question or provides an answer, it retains that knowledge and learns from it.

Since most of this technology is universal (i.e. a Meraki Z1 is the same no matter who sells it), support teams can tap into universal Knowledge Bots that are already curated and trained by thousands of people selling and supporting the same technology. You don’t have to build all your knowledge from scratch and you can recognize the full value from day one with minimal effort.

Vx520 Bot Conversations

 

Do you support technology in the field? Let us know what technology that is and we can prioritize our recognition and bot training if we haven’t done it already.