2. The Issue
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• Many customers find it
difficult to manage and
maintain their connected
home devices
• Chat and regular phone
calls are not always
helpful for
troubleshooting problems
remotely, especially
when the customer
cannot explain in detail
what they see exactly, or
what their specific
problem is
3. • We can solve issues faster via self
service video and AR for the user to
receive detailed advice and tailored
tutorials on how to fix your problem
• Live-feed your surroundings to an
available agent for 'over-the-shoulder'
virtual support who can advise and
troubleshoot in your augmented
reality or on-screens
Our magic Solution
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4. Free version
For Vodafone use cases only
Take a picture of your problem
Use the AR chatbot to recognise the problem and offer first level help
If the problem is more complex & the chatbot cannot help you, it will offer you the option to
call an agent
A CC agent helps you solve your problem by looking through your glasses at what you are
looking and they can also interact with the screen and show you what to do, with each part
of the device
Charged/
Extended version
(Same as free
version plus)
For any of your connected devices
If solution is not possible, the CC agent will be able to connect you to a craftsman to
arrange an appointment and fix it onsite
Our magic Solution
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IntroduceanAugmentedReality
optionintheMyVodafoneapp
5. Business potential
Opportunities
• Reduce in-house/ enterprise
support staff by removing the
need for physical trouble-
shooting
• Increase customer satisfaction
with faster resolution and more
accurate solution offering
Benefits
• Key metrics:
5 24 October 2016
NPS
Customer
support costs
Upsell via
extra
services
B2B and B2B2C
potential
Connectivity
Always in control
Reward Loyalty
Easy Access
Consumer
SOHO / SME
Corporate
