In the in-product scenario, RevTwo acquires data from the product itself. While this sounds similar to most IoT implementations, there are some pretty significant differences that lower the barrier to deployment acceptance. First, RevTwo is provided in a customer-brandable helper application. The helper application has a user interface that manages the support workflow.
Unless requested by the customer, RevTwo is inert and does not communicate. No data is posted, remote access is not possible.
When the customer has a support issue, the RevTwo Support Application is typically invoked via a link on the product’s own user interface or via the operating system tray.
Support Helper Application
The RevTwo Support Helper Application contains many standard features, including built-in
• Data collection
• AI invocation
• Optional customer controlled remote connectivity
• Optional customer-controlled VoIP support
For the purpose of this discussion, we are going to focus on the workflow that happens when a customer requests support. In this scenario, the Support Helper Application does the following actions:
1) Customer requests support
2) Optional: support helper application requests updated data acquisition script for this product type from the RevTwo server. Note: This mechanism provides the ability to dynamically modify the data acquisition scripts to gather additional information from the field as new issues and new data needs are identified. It is available for products that have Internet full-time connectivity.
3) Support helper application executes data acquisition script that builds the diagnostic data payload for the AI
4) The user enters a description of their question or problem. They can review the collected diagnostic information and approve sending it (nothing is sent without the user’s knowledge)
5) User submits the support event that goes directly to the RevTwo AI
6) RevTwo AI analyses the issue and selects an appropriate solution
7) Selected solution determines the next step, for example, an escalation or a returned solution
8) The customer receives notification via chat interface of the outcome of the AI. Each solution has the ability to direct workflow based on the AI’s confidence level and the nature of the solution. For medical customers, the diagnosis with diagnostic data is typically routed to the product OEM’s contact center issue handling system, such as Microsoft Dynamics or Salesforce.com
Note: In-product support requires Internet connectivity, but only operates upon permission. All optional remote sessions require the presence of BOTH a customer support request and operator acceptance to function.