Case Study: HELPLINE achieves faster, more personalized customer support with SightCall Visual AI

How HELPLINE Uses Visual AI to Transform Customer Experience

HELPLINE needed a faster, more accurate way to identify malfunctioning devices when franchise employees reported IT outages. Using SightCall VISION, employees on site were guided to capture device serial numbers and other details without having to verbally describe the issue, helping reduce delays and improve the initial support experience.

SightCall implemented Smart OCR within SightCall VISION to scan photos, pinpoint serial numbers, and pull asset data such as device location, assigned employee, and installation date. This gave HELPLINE agents complete context within seconds, enabling them to skip repetitive questions, resolve issues faster, save time and costs, and improve SLA performance and customer experience.

HELPLINE

Lionel Florence

Director of Digital Journeys