Verizon Aiming to Release Remote Troubleshooting Tool

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Update (04/13): Added info and demo video from Verizon’s official press release.

Verizon is reportedly working on a new tool aimed at addressing customer support issues remotely instead of sending technicians inside a subscriber’s home. The goal is to help troubleshoot problems by sending photos and live video to a technician outside of the house, who can help issue directions and potentially diagnose concerns.

In a press release, Verizon describes the tool as a “a virtual assistant, video chat app, and self-service portal.”

“We have moved very quickly to adjust to these new temporary realities,” Kevin Service, Verizon’s senior vice president of operations said in a press release. “Customers have been very pleased with the virtual technician tool. Born of necessity, like many things, this virtual assistant is another tool in our toolbox to better serve our customers.”

The Verge reports this remote tech support tool is being developed by TechSee, a firm that offers similar tools to a number of companies and touts itself as helping “businesses better support their operations from all perspectives.”

A demo video shows technicians using remote tools to guide customers through installations and repairs. In some instances, they’re able to draw diagrams and highlight parts of a photo or video to assist customers.

 

This comes shortly after the company announced it was dramatically scaling back home internet installations and repairs in an effort to limit in-person contact during the coronavirus pandemic.

“We are making every attempt to perform work without going inside homes or small businesses. We will repair services up to where the service enters your location, and will work with you to troubleshoot and support self-repair on any required work inside your home or business,” Verizon’s site currently states.

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