Selling Better Services with Visual Assistance

EDP, Portugal's largest utilities company scores service wins by deploying TechSee.

EDP, the fourth largest global supplier of wind power, was looking to expand its home services business and launched a home technical services business line as an add-on for its energy customers.

The technical support service covers all appliance equipment in the customer’s home, from washing machines to dishwashers and refrigerators.

The Visual Intelligence Difference

Faced with a wide variety of brands and appliances to support, phone agents were challenged to understand both the specific problems their customers faced and the best resolutions per device so they relied heavily on sending engineers on home visits. Using TechSee the EDP agents launched live video session and captured images of the device tags. Using AI to read the serial numbers they are now able to identify every make and model across all devices.

- 0 %

Engineer Visit Reduction

0 %

Device Identification

We decided to create a technical support area to do screening but it was very complicated for the customer to show the problem he had in order to help try to solve it. We were looking for a solution that would allow us to see what the customer's problem was."
Pedro Ribeiro
Director of B2C energy services, EDP