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June 23, 2021 02:20 am

TechSee's AI Can Recognize Devices and Guide Users Through Setup

TechSee, which describes itself as an "intelligent visual assistance" company, today announced the launch of Eve Cortex, a platform that teaches itself to recognize thousands of products, models, parts, and components by ingesting only a handful of data points. VentureBeat reports: TechSee claims that by leveraging a combination of AI and synthetic data, Cortex can train itself in a matter of hours, providing end users with step-by-step visual guidance via an augmented reality (AR) overlay. TechSee was founded in 2014 by Eitan Cohen, Amir Yoffe, and Gabby Sarusi. Cohen conceptualized the idea after struggling to walk his parents through an issue they were having with their cable service. The company's cross-platform apps employ computer vision to recognize products and issues and streamline warranty registration. Customer agents can see what customers see through their smartphone cameras and visually guide them to resolutions, using either live video or photos. Cortex builds on TechSee's existing technologies to enable enterprises to custom-build their own visual self-service flows, without coding. With Cortex, companies can design journeys for product unboxing, billing, contracting, troubleshooting, warranty claims, product registration, technical repair, and more. Cortex can walk users through the unboxing of various consumer electronics, from security cameras to thermostats, and capture information for upselling while explaining invoices by reading water, gas, and electrical meters. Insurance policyholders can use Cortex to document damage to insured property or identify items they want to insure for virtual underwriting. Moreover, Cortex can certify that an on-site field technician has made a successful repair by examining work through the technician's smartphone or tablet camera or AR glasses. One of the ways that Cortex learns to recognize products is by ingesting a company's existing contact center knowledge base. For every device, each article describing visual symptoms and issues, both from customers and field technicians, is extracted and normalized. Then, a computer vision model is trained on synthetic visual data gathered in the lab as well as other visual resources and images supplied by customers, enabling Cortex to analyze, time, and measure the success of each step of every resolution, shortening and optimizing them over time. According to Cohen, companies including Vodafone, Telus, Orange, and Hippo have already tapped Cortex to create new customer experiences. Moreover, tens of thousands of field service technicians in the U.S. are using the platform to install fiber optic boxes.

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