Beyond the network. Own the home.
Connect activation, care and field service with a clear view of the customer’s home.
For broadband providers and their care, installation and field-service teams.
One room struggles. Give care the context.
Connected at home. Not in this room.
The subscriber wants a reliable connection where they work. Sharing the relevant room helps support understand exactly where the experience breaks down.
Read both sides of the story
One room struggles. Give care the context.
1. The problem
Subscriber experience: Connected at home. Not in this room.
The subscriber wants a reliable connection where they work. Sharing the relevant room helps support understand exactly where the experience breaks down.
Care specialist’s view: See what the network record misses.
The care specialist adds physical-home context to available provider information, while keeping the subscriber’s reported experience distinct from measured service status.
2. The help
Subscriber experience: Understand the check before making changes.
The specialist explains one provider-appropriate placement check, informed by the room view and available diagnostics. The subscriber follows it and repeats the affected task. Provider and device systems remain authoritative for measured network and service status.
Care specialist’s view: Connect the evidence to one action.
Care reviews equipment placement and permitted diagnostics, explains the authorized check, then asks the subscriber what changed in the affected room. Provider and device systems remain authoritative for measured network and service status.
3. The outcome
Subscriber experience: The next team knows the story.
If the interruption remains, the subscriber gets a clear next step. Relevant observations and checks can accompany a field-service referral.
Care specialist’s view: Send the question ahead of the visit.
A configured handoff supplies the field team with relevant room context, attempted checks and the unresolved issue, so the next conversation starts informed.
Customer result: An understandable next step, including a visit when needed.
Retained context: Room, check, response and unresolved issue.
Customers featured by TechSee
- Successful self-installs
- First-contact resolution
- Fewer repeat truck rolls
The right help, at the right service moment.
Explore the situation, the product and the operational priority together.
Help the customer finish self-install.
Visual AI guidance meets customers at the setup step where they are stuck. Room context and available diagnostics help explain the next action.
Explore Sophie Self-Service
Implementation questions for self-install
Which parts of activation can enter the service view?
A configured journey can bring together the visible gateway, ports, cabling, placement, screen flow, and the provider or device data approved for that step.
How does the journey choose the next action?
Approved workflow logic can use the visible scene and separately available system signals to guide the next configured check. The camera itself does not measure connectivity.
What reaches care when self-install cannot continue?
Where configured, the unresolved step, collected context, and completed checks can continue into assisted support instead of asking the customer to start over.
Read all operating contexts
Help the customer finish self-install.
Visual AI guidance meets customers at the setup step where they are stuck. Room context and available diagnostics help explain the next action. Match the visible step to approved setup guidance.
Resolve the room-level question.
A specialist sees device placement alongside available network checks, making “slow Wi-Fi in this room” a more focused conversation. Compare physical context with separately sourced network status.
Make the necessary visit count.
Send completed checks and the unresolved issue ahead of the technician. Capture installation evidence and the recheck in the work order. Review the existing evidence before choosing the next authorized check.
About this example
Shared imagery supplies physical context. Provider and device systems remain the source for measured connectivity and service status.
Connect the support workflow to the wider home service.
Connectivity Guru brings physical-home context and available diagnostics into installation, care and field checks.
Explore Connectivity Guru →