In today’s service economy, speed isn’t just a benefit—it’s a brand. When Brinks set out to modernize their home security support model, they faced a challenge that still plagues many enterprises: complexity. Agents were relying on customers to describe security panel issues over the phone, often leading to misunderstandings, prolonged calls, and avoidable technician dispatches.
Brinks needed clarity. They didn’t just need a better call script. They needed to see what was happening in real time.
The Visual Shift
By adopting TechSee’s Visual Agentic AI platform, Brinks turned verbal friction into visual fluency. Customers no longer had to explain which wire was loose or which sensor was blinking. Instead, agents could see the situation firsthand using app-free video, and guide customers step-by-step to resolution.
This visual-first approach led to measurable results:
- Over 80% CSAT—a new standard for security service quality.
- Over 75% issue resolution rate—with visual data aiding instant decisions.
- Around 50 NPS—customers didn’t just get support; they became advocates.
How It Works for Everyone
- For Customers: Real-time, visual help reduced frustration and improved confidence.
- For Agents: Context replaced confusion, enabling faster, smarter resolutions.
- For Field Technicians: Fewer unnecessary dispatches; more prepared visits.
- For the Enterprise: Lower service costs, faster cycle times, improved retention.
- For the AI: Each session trains the system to become more accurate, predictive, and autonomous.
This is what it means to bring Agentic AI into real service environments: a system that doesn’t wait for perfect data—it sees the real problem, in real time.
See the Solution
Brinks didn’t just improve service. They changed how their entire support model operates. By giving their team the ability to see the issue, they resolved more problems faster and built lasting customer trust.
Want to see how visual-first service can transform your operations? Read the entire case study here and learn how your agents, techs, and AI can See the Solution—together.
