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Customer service isn’t just a cost center—it’s a differentiator. And in 2025, ADT is proving what’s possible when innovation meets intentionality.
With over 2.6 million virtual sessions completed and industry-leading customer satisfaction, ADT didn’t just win a Stevie Award for innovation in customer service—they set a new benchmark for what modern support can look like.
A Customer-First Mindset, Elevated by Vision
ADT has always led with trust. Their challenge was scale. How could they deliver the same high-touch experience across millions of homes while improving speed, efficiency, and consistency?
They turned to TechSee’s Visual Agentic AI platform to do what scripts and tickets couldn’t: see the problem.
Award-Winning Results
In collaboration with TechSee, ADT:
- Achieved over 80% CSAT
- Prevented more than 75% of truck rolls
- Increased Net Promoter Score to around 50
- Created a model that empowered both agents and customers with visual guidance
The Stevie Awards panel noted ADT’s “clear commitment to customer-centric innovation at scale,” and highlighted the use of AI-enhanced visual workflows as “the future of accessible, effective support.”
Behind the Scenes: Why It Worked
- Visual Support enabled real-time clarity on panel setups, sensor issues, and install mistakes
- Sophie AI handled millions of interactions, detecting patterns and automating steps
- Field teams were dispatched only when needed—and arrived better prepared
It wasn’t about removing humans. It was about enhancing them.
A Blueprint Others Are Following
ADT’s success didn’t come from luck. It came from alignment:
- A clear customer-first strategy
- A commitment to measurable results
- The courage to lead with innovation
Now, telecoms, insurance firms, and field service providers are following ADT’s lead. Visual-first support isn’t niche—it’s the new norm.
See the Solution
ADT’s partnership with TechSee didn’t just earn awards. It earned results. When service is visible, actionable, and human—all at once—you change what customers expect.
Want to learn how ADT scaled excellence with Visual Agentic AI? Book a demo and discover how the same tools can help you See the Solution.
