Why the AI Support Boom Is Creating More Truck Rolls, Not Fewer
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 →First-Visit Resolution Didn’t Get Worse Because You Hired the Wrong Techs
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 →Why Customers Lie to Your Support Team
Customer support miscommunication isn’t caused by dishonest customers. It’s caused by a structural communication gap that visual support eliminates.
Read more →What “AI-First Support” Actually Means for Teams with Physical Products
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 →First-Time Fix Rate Math: The ROI Nobody Runs Before Buying Remote Support Software
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 →The Hidden Cost Nobody Puts in Their Support Budget: Misdiagnosed Field Tickets
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.
Read more →Your Warranty Support Process Doesn’t Have Eyes
Warranty teams approve claims, ship parts, and schedule technicians based on text descriptions of problems that are inherently visual. Remote warranty inspection at claim intake fixes the information gap that makes every downstream decision slower, more expensive, and less accurate.
Read more →Salesforce Charges $4 Per Resolved Ticket Now. What Happens to the Ones AI Can’t Solve?
Per-resolution AI pricing sounds cheap until you realize 30% of support tickets can’t be resolved without someone actually seeing the problem. That’s where the math breaks down.
Read more →The Hardest Tickets Don’t Text. They Break.
Salesforce’s $3.6B acquisition of Fin signals the AI era of customer service has arrived. But the biggest deals in the industry are solving the easy 80%. The hard 20% — physical problems, broken equipment, field failures — can’t be resolved through text. That’s where Viewabo comes in.
Read more →When AI Support Fails, Someone Still Has to See the Problem
Companies rolling back their AI support bets are not failing because AI is bad. They are failing because they deployed AI to solve problems that require sight, not smarter text processing. The fix is not more chat.
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