Jetbuilt, global provider of AV project sales and management software, will soon launch Jetbot, its AI-driven service desk. Initially introduced as part of Jetbuilt’s support team and well-received for its capabilities, Jetbot Service Desk will be on display in its enhanced role at CEDIA Expo 2024, co-located with Commercial Integrator Expo (CIX) 2024, from September 5 to 7, 2024, at the Colorado Convention Center.
Main Characteristics of Jetbot
Per a statement, this new feature, integrated with Jetbuilt’s existing Service module, will help simplify device troubleshooting for end users. It will also significantly reduce service calls and on-site deployment for integrators.
According to Jetbuilt, Jetbot is incredibly unique as it understands the entire functionality of devices within a project ecosystem — down to every detail of the owner’s manual for a specific product — to ensure that it provides contextually relevant, project-specific guidance beyond basic troubleshooting. By simply scanning a QR code on the device in question, users can immediately navigate through troubleshooting steps specific to that device and its role within the entire ecosystem. There’s no need to search for where to start the troubleshooting process because the system takes the guesswork out of diagnosing issues. This makes it easier for end users to resolve problems quickly and efficiently, the company states.
Per a statement, the self-service approach is especially beneficial for after-hours support. As a result, it eliminates the need for immediate direct communication with integrators and ensuring that problems are addressed promptly and efficiently. Upon completion of the troubleshooting process, Jetbot automatically generates a support log and a closed service ticket for integrators to review during regular business hours. This ensures seamless service continuity and allows integrators to stay informed about the issues their clients encounter. This enables them to provide more effective customer support, the company adds.
According to Jetbuilt, if Jetbot can’t resolve an issue, it has the ability to connect the user with a human or schedule and dispatch a technician, providing them with a detailed support ticket.
Reducing Service Desk Workload
“Jetbot offers significant benefits for integrators by alleviating the workload on service desk staff,” says Paul Dexter, chief executive officer for Jetbuilt. “We recognize that many AV companies rely on one or more individuals to manage service desks. Jetbot can handle a significant portion of support requests, allowing integrators to expand coverage at a fraction of the cost.”
Dexter adds, “Earlier this year, we implemented Jetbot within our own support team, with impressive results. Last month, we received 196 support requests, and 63% were successfully handled by Jetbot without human intervention. This increases efficiency and enables Jetbuilt to provide 24-hour coverage, ensuring that customers receive timely and effective support around the clock. Our goal is to bring the same level of service to our integrator base.”
Jetbot will help streamline and simplify technical support and customer service calls, says Jetbuilt. By empowering end users to resolve issues independently, Jetbot enhances customer satisfaction with an expedited resolution and allows integrators to focus on more complex and critical tasks. The reduction in after-hours service calls enables integrators to allocate their resources more strategically.
According to a statement, the proactive approach to troubleshooting ensures that service quality remains consistently high, reinforcing the integrators’ reputation for reliability and excellence.
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