Case Study: Cochlear achieves 5-star customer satisfaction with TechSee visual remote support

Cochlear cuts complex call AHT by 50% with TechSee

Cochlear, the world's largest manufacturer of implantable hearing solutions, faced the challenge of providing remote support for the complex components and settings of its hearing implants. To offer unparalleled virtual assistance to its recipients, Cochlear partnered with TechSee to implement its visual remote support service.

Using TechSee's visual intelligence and augmented reality technology, support agents could see through the recipient's camera and provide visual guidance, eliminating the need for technical knowledge of every part. This solution from TechSee delivered best-in-class results, including a consistent 5-star customer satisfaction rating, a 50% reduction in average handle time for complex calls, and cost savings through accurately identified replacement parts.

Cochlear