Case Study: EDP reduces engineer visits with TechSee Visual Assistance

EDP reduces engineer visits with TechSee

The customer, EDP, Portugal's largest utilities company, faced a challenge when expanding its home technical services business. Their phone agents struggled to accurately identify and diagnose problems with a wide variety of home appliances, which led to a heavy reliance on dispatching engineers for home visits. They partnered with the vendor TechSee to implement its visual assistance solution.

Using TechSee's service, EDP agents initiated live video sessions with customers to capture images of appliance tags. TechSee's AI then read the serial numbers to instantly identify every make and model. This solution achieved a 100% rate of device identification and resulted in a significant reduction in engineer visits.

EDP