Another Point of View
AI agents are getting very good at field service dispatch. They still go completely dark at the job site — where first-time fix rates actually get determined.
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 →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 →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 →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 →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 →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 →Self-service is no longer a customer support differentiator in 2026. What actually separates winning support teams is the escalation experience.
Read more →Customer support is reshaping how we think about this topic. You’ve seen this ticket before.
Read more →Visual customer support is the fastest-growing support channel in 2026. Text troubleshooting for physical products is broken. Here’s why seeing beats describing.
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