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THE MACHINE IS OUT OF ORDER [AGAIN]
* May 11, 2023
* By Jessica Labaire
* Business Operations, Customer Experience, Field Service
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It’s almost a joke now, isn’t it? You go to a popular fast food chain or
pharmacy, or something similar and find that whatever you were there to do, get
a milkshake, or print some photos, can’t be done because “the [insert machine]
is down”. One reason could be that these machines are complex pieces of
equipment that require regular maintenance and cleaning. Another problem is the
expectation that the staff has to troubleshoot issues themselves. If a retail
company doesn’t have enough staff or resources to properly maintain the
machines, they may break down more often. It’s a lot to ask a non-technical
employee to pull out a user manual or watch a YouTube video to figure out what’s
broken. And every minute that “thing” is not working costs a ton of money.
Adding vision to the customer support process will help.
VISUAL SUPPORT IS A GAME CHANGER
Fortunately, there’s a solution: computer vision. Computer vision is a rapidly
advancing field of technology that involves training machines to recognize
images and video. It has the potential to revolutionize the way we troubleshoot
and fix things, making the process faster, easier, and more efficient. By
incorporating computer vision into support centers, or in the field,
manufacturers can provide users with real-time guidance on how to fix their
items.
One of the biggest challenges of troubleshooting is simply identifying the
problem. For example, if the espresso machine stops working, a Barista might not
know whether the issue is with the heating element, the water pump, or something
else. With computer vision, you could take a picture or video of the coffee
machine and let the system analyze the image to identify the problem. Saving the
frustration of trying to diagnose the issue on their own and could lead to
faster and more accurate repairs.
Identifying the problem is just the start – computer vision can provide
interactive guidance through the fix steps. For example, if the issue with your
coffee maker is a clogged water line, the system could show you the exact line
location and steps to unclog it. Fast and more straightforward than flipping
through a written instruction manual or watching a video tutorial.
Once the problem has been identified, computer vision could guide you through
the process of fixing it. For example, if the issue with your coffee maker is a
clogged water line, the system could show you exactly where the line is located
and how to unclog it. This would be much more effective than trying to follow a
written instruction manual or a video tutorial on YouTube.
Store employee trying to service the photo printer
EVERYONE WINS
Of course, only some people are comfortable fixing things directly or may need
to refer to a professional for repairs. AI-powered flows also give field
technicians an advantage by providing step-by-step guidance that’s easy to
follow, allowing them to service items more efficiently in one visit.
The visual data collected is a new data source for analysis of emerging trends
and details on the “what is breaking” questions from engineering and hardware
partners. When you have thousands of locations and end-point equipment units,
visual provides the missing data between iOT and self-reported dispositions and
field tech notes.
CONCLUSION
Overall, the potential benefits of computer vision in support centers, field
service, and self-service represent important developments in the world of
technology and customer support. The process of fixing and troubleshooting items
can be frustrating and time-consuming. However, by incorporating the ability to
see the issue directly through computer vision or artificial intelligence,
manufacturers can provide employees with real-time guidance on how to fix their
items. This will save time, money, and frustration, while also helping
manufacturers collect valuable data on common issues and trends. Of course, it’s
also possible that some employees use the “broken” excuse as a way to avoid
making milkshakes when it’s inconvenient, but making them easier to fix is a big
step in the right direction.
JESSICA LABAIRE
Passionate marketing professional with expertise in technology, brand marketing,
business management, strategy, advertising, and startups, Jessica Labaire is
Head of Partner Marketing at TechSee.
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