We’ve been working with OEM customers for more than 15 years now who have been trying to utilize IoT to improve field service and customer support efficiencies. The workflow for these organizations has largely remained unchanged for the past 50+ years or longer
Startups are hard. Everything is moving at a mile a minute as you try to build references and customers. Unfortunately, in the mad rush to get the product out the door, support is often an afterthought.
For today’s smart products, we are increasingly finding that a smart product does not mean a smart user. Product returns plague the industry and are indicative of the difficulties consumers face during a technical setup or on boarding process.
Product returns are exacerbated by the negative reviews that are sure to follow. For startups, this can mean life or death for your brand.
For smart products, fast & accurate support is essential to customer success and to building initial brand traction and loyalty. Continue reading “Autonomous Support for Startups”
In 2012, an article in Wired magazine titled, “Let the Robot Drive: The Autonomous Car of the Future is Here” foreshadowed the coming self-driving car revolution. Now, only six years later, Autonomous cars have a foothold on our roads and each major auto manufacturer has incorporated safety features based on self-driving car technology. Some companies, like Tesla, (see Autopilot avoid a semi-truck) have made self-driving capability a key feature of their vehicles.
Why have we been able to take something as life-critical as driving and actually make a system that improves upon human performance in a mere 6 years?
The obvious answer is that advances in Artificial Intelligence (AI) deserve the credit. Continue reading “What does it mean to deliver Autonomous Support?”