Imagine if your smartphone or tablet had eyes and could see. That’s essentially what technicians get with computer vision technology in telecom. It’s the science of teaching machines to see, learn, and identify everything from device ports, cables, LED lights, wiring – you name it. Computer Vision relies on a visual knowledge base that’s ever-expanding, making it easier to determine common issues and to develop automatic responses to those issues.
How Visual Transformation in Telecom Works in the WildIt’s not just a pipedream. The tech is here. It’s really a matter of adoption.
When a customer needs assistance, an agent or virtual technician can instruct the customer from a remote location using AR for visual guidance. Instead of orally explaining how to reset a wireless router, a technician – sometimes hundreds or thousands of miles away from the customer – is able to show the customer what to do using an AR overlay right on their smartphone or tablet.
The strategy has proved successful for companies like Vodafone. When the pandemic hit, Vodafone recognized that their usage of visual assistance represented both a competitive advantage and an indication of business continuity, and heavily advertised the service on their website. Other telecoms stepped up to meet the need of the day. For example, Verizon instituted Fios in a Box to help their subscribers self-install triple play services, while keeping their technicians out of people’s homes.
Empowering customers to resolve their own telecom-related issues through visual assistance reduces the need for technicians to be dispatched on site, which ultimately translates into millions in savings and a better customer experience.
Visual Self-Service for Telecoms – The Next StepRemote visual assistance, for all its benefits, still relies on a technician to guide the end user. But the visual transformation in telecom is capable of so much more. The stuff that really dazzles consumers – and what seems to be in popular demand these days – is no interaction with anyone. At all.
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