Another Point of View
Gartner says $234B in enterprise software is at risk from AI agents doing the work without needing the software. Most support tools won’t survive. A few will — and the reason isn’t what you think.
Read more →AI agents fail at hard tickets because they can’t see the physical world. Visual escalation isn’t a fallback — it’s what makes AI-first support work.
Read more →Field service AI has conquered scheduling, dispatch, and invoicing. But the one thing that actually drives ROI—first-call diagnosis—still requires human eyes on the problem.
Read more →AI deflection doesn’t reduce support complexity. It concentrates it. The tickets that survive your AI filter are a different category of problem, and most teams aren’t equipped to handle them.
Read more →AI deflection is working exactly as designed, and that is the problem. The calls that get through now are the ones nobody knows how to fix remotely.
Read more →FVR rates aren’t stuck because your techs aren’t good enough. They’re stuck because your techs show up blind. Here’s what actually moves the needle.
Read more →Customer support miscommunication isn’t caused by dishonest customers. It’s caused by a structural communication gap that visual support eliminates.
Read more →Going AI-first in customer support means something fundamentally different when your customers can’t describe what they’re looking at. Here’s the honest breakdown.
Read more →Most field ops leaders know their first-time fix rate but have never run the dollar math on what a 5-10 point improvement is worth. Walk through it once, and the ROI case for visual remote support writes itself.
Read more →Field service ticket misdiagnosis cost stays hidden in overtime, repeat dispatches, and churn. The real fix is first-dispatch accuracy, not FCR. Here is why video triage changes the math.
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