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: