Visual Service Automation for Manufacturing

ABB Robotics faced several challenges, from supporting complex production lines while minimizing site visits to coping with rising operational costs, meeting sustainability goals, and addressing a widening employee knowledge gap. The company aimed to differentiate its service levels to customers by improving response time through accessible and scalable remote resolutions, lowering operational costs by minimizing travel and decreasing emissions by reducing site visits.

The Visual Intelligence Difference

ABB partnered with TechSee to enhance customer service and reduce costs. TechSee Live offers seamless integration with Salesforce and works across all customer devices without needing downloads or special equipment. ABB transitioned to TechSee after using a limited smart glasses-only solution. TechSee Live allows customers to initiate a live video stream with a simple link from their smartphone to show tech support agents their issues. This enables ABB’s staff to provide immediate remote assistance and support ABB, which reduced truck rolls by 25%, eliminating 2,000 miles per month in the UK alone, significantly reducing CO2 emissions to the environment. The company increased its First Time Fix rate from the initial service call by delivering immediate remote resolutions and improving time to resolution with proactive diagnosis.