Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.
Back in 2018, Gartner focused on our unique approach to system training: the crowdsourcing of expertise. This training process continually enhances Computer Vision algorithms by leveraging visual data collected by contact center agents. TechSee was also recognized for employing other innovative methods to reduce system training time, applying learned data to onboard similar devices.
A team of top analysts investigated several companies named in previous ‘Cool Vendors’ reports, which have since made significant progress. In the new report, Jim Robinson explains TechSee’s progress, or in other words, why the company is now ‘cooler’ than ever:
- Market traction: The growing number of TechSee AI deployments in large enterprises and its strategic partnership with Salesforce.
- Technological advances: TechSee’s enhanced recognition capabilities, which are driving unprecedented levels of accuracy for electronic devices. Onboarding a new device now requires just a few images, rather than several hundred or thousands, significantly reducing human effort;
- Field Service offering: TechSee’s new AI capabilities for field service organizations, enabling technicians to complete more jobs independently with autonomous assistance. These include automated job verification, which is essential for supervising subcontractors and underscores the value of TechSee’s integration to Salesforce Field Service Lightning.
With customer service continuing to lead the way in terms of AI investment, Gartner’s latest report makes essential reading for enterprises looking to leverage Computer Vision AI throughout the customer journey.
Gartner’s Cool Vendors in CRM Customer Service and Support report for 2020 is available to Gartner subscribers.
Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
