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By Rama Sreenivasan

Smarter Service

How Remote Video, AR & AI Are Redefining the Truck Roll

Reducing operational costs while improving CX

Unnecessary truck rolls remain one of the largest contributors to operational expenses for broadband service providers. During my time validating real-world challenges in customer experience and field service as part of CableLabs’ UpRamp Startup program, I joined technicians on ride-alongs to customers’ homes. More often than not, we were there to do something as simple as plugging in a router or guiding the customer to the correct HDMI input.

That experience inspired the development of a secure, scalable solution now actively used by some of the most established broadband service providers in North America. The goal: to bring visual context and technical guidance into the hands of frontline agents—no apps, no downloads, no delays. Nearly every technician we spoke to estimated that 80% of in-home service issues could be resolved remotely with real-time video support. That doesn’t eliminate technician roles—it elevates them, reserving their expertise for infrastructure expansion and complex service calls.

From pandemic necessity to platform potential

The pandemic accelerated the adoption of remote service technologies, empowering customers to install and troubleshoot services without requiring technicians to enter their homes. But this wasn’t just a temporary fix. These tools continue to drive outcomes: reduced truck rolls, improved first-call resolution, and a significant lift in customer satisfaction.

At the heart of this shift is a seamless, enterprise-grade process:

1. A subscriber calls in with a service issue.
2. The contact center routes the call to an available agent.
3. The agent sends a secure text link that activates the customer’s smartphone camera—no app installation required.
4. Using AR tools, the agent can see the issue firsthand, zoom in to identify model numbers, and visually guide the customer through next steps with annotations, arrows, and markup tools.

This process transforms reactive support into collaborative problem-solving. Agents can even detect Wi-Fi dead zones and guide subscribers through network adjustments—all without stepping foot in the home.

Preserving knowledge, enhancing reach

These tools also serve as knowledge amplifiers. Experienced technicians—whether semi-retired, recovering from injury, or newly transitioned to training roles—can provide remote support to field teams and subscribers. Tribal knowledge that once retired with senior techs can now be documented and reused across the organization.

This model has proven effective with our clients, including a recent collaboration with Saskatel, a mid-sized broadband provider. The company reported 120 fewer truck rolls and $13,000 saved per month with just a 20-agent test sample.

The ability to resolve complex issues with minimal friction led to a significant improvement in customer satisfaction.

The visual future of support

The data generated through these interactions—transcribed audio, annotated video, device metadata, and resolution patterns—can feed AI models that continuously improve support tools. These insights contribute to:

• Faster average handle times
• Fewer support calls through smarter self-service tools
• More intuitive self-service pathways
• And even quantifiable reductions in carbon footprint

What started as a point solution has now evolved into a proven platform that integrates seamlessly with contact center systems, CRMs, and field service tools—trusted by operators to meet the reliability, security, and scalability demands of broadband infrastructure.

As video and AR become part of everyday consumer life, it’s only natural that broadband providers adopt these tools to modernize service, scale expertise, and deliver experiences that match the expectations of today’s connected households.

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Rama Sreenivasan,

CEO and Co-founder,

Blitzz, Inc.

Rama is a daredevil, a people person, and a scientist (Ph.D. Chemical Engineering, UMD, MIT, Applied Materials) all rolled into one. He enjoys empathizing with the customer through simple, clear communication. Nothing brings him more joy than getting his hands dirty to solve anyone’s pain point. He founded Blitzz with his co-founder and CTO Keyur, helping great brands like BMW, Rogers Communications, and FedEx deliver exceptional customer service. Rama centers himself through tennis, climbing, snowboarding and yoga.

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blitzz.co
Contact Info:
Rama@blitzz.co
linkedin.com/in/ramasreenivasan