Uploaded byElena Skamagkouli
Genie service vodathon
This document proposes a Genie Service using augmented reality (AR) and video to remotely troubleshoot problems with connected home devices. The service would allow customers to: 1) Take pictures of issues and receive help from an AR chatbot or call an agent for more complex problems. 2) Live-feed their surroundings to an agent for "over-the-shoulder" support, allowing the agent to see the problem and interact on-screen to provide guidance. 3) For a paid version, the agent could connect customers to a technician to schedule an on-site fix if the issue cannot be resolved remotely. The goal is to reduce support costs and increase customer satisfaction by enabling faster resolution.
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Genie service vodathon
- 1. Genie Service #Vodathon -October 2016
- 2. The Issue Insert ConfidentialityLevel in slide footer 2 24 October 2016 • 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 cansolve 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 Insert Confidentiality Level in slide footer 3 24 October 2016
- 4. Free version For Vodafoneuse 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 Insert Confidentiality Level in slide footer 4 24 October 2016 IntroduceanAugmentedReality optionintheMyVodafoneapp
- 5. Business potential Opportunities • Reducein-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
- 6. Insert Confidentiality Levelin slide footer 6 24 October 2016 Thank you!