Providing support for complex machines and devices is a very expensive and challenging process. Often, direct machine access or a field service visit is required to even begin the troubleshooting process. Autonomous Support streamlines that process. RevTwo Autonomous Support:
We collect the same data that your agents do when they troubleshoot problems from the product or cloud sources like IoT platforms.
RevTwo AI uses this data to determine the right solution, just like your best agent would.
Once a solution is identified, RevTwo delivers it to the customer, call center, or even field service depending on what is required.
Each time a solution is delivered, we learn, constantly improving solution accuracy.
RevTwo uses Data-Driven AI to solve customer issues just like your best agent would. When a ticket is submitted to the RevTwo AI a series of steps are taken that lead to an immediate solution.
If sufficient data isn’t available with the ticket itself, RevTwo can use alternate means to collect important diagnostic data.
Prepare machine data for AI analysis
User signals are translated into English, connecting words are eliminated and synonyms are added.
The best solution is determined using AI analysis of all available signals.
Solutions are validated and augmented with additional data as necessary.
Customer, escalation center, field service or other - we determine the best path for each solution to take.
When an issue is encountered that the RevTwo AI doesn’t yet know about it’s routed to the Escalation Center. The Escalation provides all the components necessary for an agent to solve a customer issue.
Chat, VoIP, Screen Sharing for mobile or PC, RevTwo provides full secure customer interaction.
Built-in troubleshooting tools like terminal sessions, log and file access, improve agents abilities to solve difficult problems.
Develop solutions in English that automatically translate into 99 different languages. Target some solutions for customer self-help and others for AI analysis. RevTwo identifies needed solutions and provides the ability to author and inject new solutions into the mix.
We support enable products for two primary reasons. 1) We make the process as easy as possible for the customer themselves, and 2) by starting the support process at the machine, RevTwo is able to collect all necessary data required to power AI issue analysis.
RevTwo makes this process easy. For PC-based industrial machines and devices, we provide a full support application that can be easily accessed from the system tray or via the device control application itself.
RevTwo Autonomous Support seamlessly plugs into existing support workflows. RevTwo can be utilized in three different workflow styles:
Inline Mode offers issue analysis and provides recommended solutions to your agents.
RevTwo provides support agents, field service technicians, or plant maintenance personnel with timely analysis.
RevTwo provides high-confidence solutions to customers. This reduces ticket flow and agent workload.
RevTwo can build context data for support issues directly from the product itself or from a cloud source such as an IoT platform. ThingWorx, Azure, Amazon IoT, WIndRiver HDC, or other, RevTwo can utilize data from the digital twin to power AI analysis.
RevTwo Autonomous Support is built to protect you and your customers from the latest threats while providing compliance with regulations such as HIPAA and General Data Protection Regulation (GDPR). RevTwo utilizes
GDPR requires that collected data not contain personally identifiable information such as patient information without specific authorization.
RevTwo takes a two-step approach to remote access. 1) A support ticket must be open, indicating an active issue, and 2) the customer must authorize access at the time it is requested.
All remote activity is audited and stored at the customer location.
All communication is encrypted and utilizes private certificates.
The RevTwo Autonomous Support Center changes the game in support. A fully trained and operational Autonomous Support Center dramatically reduces tier 1 and 2 support center costs. RevTwo:
Reduces ticket flow
Speeds diagnostic time
Improves customer satisfaction
RevTwo Autonomous Support can start delivering value in a little as 4 weeks. Each ticket RevTwo sees and each new solution added only increases the system’s value. Contact us to see how RevTwo can improve your support operations.