'Seeing' the Benefits of Video Diagnostics

Having just completed the delivery of Video Triage capability at Southern Water it is satisfying to see the ways it is helping so many customers and now saving 700 inspector visits a month and growing:

• Customers love the video technology by Techsee; most customers have grown up with mobile devices with image/video capability and want to make use of it to solve problems, their feedback is really positive.

• Accurate diagnosis at the first point of customer contact, reduces the time to resolution as an inspector can interact with the customer through their phone, take images of the issue and pass it straight onto the crew making the repair.

• Leaks are resolved quicker – saving water and reducing the need for multiple customer contacts. 

• Issues that are the customer’s or their managing agent’s responsibility are identified early, avoiding customers having to wait for a visit. Knowing a private plumber or contractor is needed at the earliest opportunity is a better outcome for everyone.

• Some vulnerable or nervous customers are sensitive to who attends their home, being able to view the issue and provide simple instructions based on what can be seen avoids visits whilst still working towards the best outcome

• Images and video captured not only helps to describe the issue but also shows any access or parking restrictions to attending crews, this ensure the right plant is on site first time.

• Images can be used to help resolve complaints and ensure the right outcome is reached for everyone quickly

• Less traveling and wasted journeys have a significantly positive environmental impact 

Delivering this capability from concept, through a pilot, RFP and production implementation has shone a light on the people and processes involved in helping domestic water users get speedy resolution. This is the start and now we start exploring how the functional depth of these capabilities can be used across new use cases in multiple departments, such as:

• Images and video sent offline, diagnosed using AI to assign the type of issue and priority so the right team are notified early to respond.

• Automating site visits at new housing developments to identify drain and water supply installation readiness.

• Early sight of pollution events to inform response teams of the necessary remedial steps before they arrive at site

Having implemented a similar project for insurance claims many years ago it is great to see how far the technology has progressed. It’s not like a WhatsApp or Facetime Call – features to annotate and draw on images helps explain to customers the issue and provides a record of the call. Other features to measure, screen share, scan serial numbers, share forms and provide helpful information expands the potential use cases.  These solutions are starting to make use of Generative AI and as they are refined the agent assist features will grow and grow rapidly, it’s a space to watch. 

Let me know if you are thinking of doing something similar and if you have ideas for other use cases and ways to help customers and colleagues.