Jetbuilt is a web-based project software designed for AV, IT, Security, and Structured Cabling professionals, offering features like product database, dealer pricing integration, team collaboration, and file sharing.
Jetbuilt is launching Jetbot, an AI-driven service desk integrated with its existing Service module, at CEDIA Expo 2024. Jetbot provides context-specific troubleshooting by understanding the functionality of devices in a project ecosystem and guiding users through the process by scanning a QR code. It reduces service calls, handles after-hours support, creates automatic support logs, and can escalate issues to human support if needed.
Jetbot is designed to simplify technical support for end users and reduce the workload on integrators’ service desk staff. By handling a significant portion of support requests autonomously, it allows integrators to provide efficient, 24-hour service at a lower cost and focus on more complex tasks, ultimately enhancing customer satisfaction and service quality.
Jetbuilt, the global leader in AV project sales and management software, is set to launch Jetbot, its AI-driven service desk. Initially introduced as part of Jetbuilt’s support team and well-received for its powerful capabilities, Jetbot Service Desk will be unveiled in its enhanced role at CEDIA Expo 2024 from September 5–7, 2024, at the Colorado Convention Center. This new feature, integrated with Jetbuilt’s existing Service module, is designed to simplify device troubleshooting for end users and significantly reduce service calls and on-site deployment for integrators.
Jetbot is incredibly unique because 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 are immediately guided 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, making it easier for end users to resolve problems quickly and efficiently.
This self-service approach is especially beneficial for after-hours support, eliminating 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, enabling them to provide more effective customer support. 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.
“Jetbot offers significant benefits for integrators by alleviating the workload on service desk staff,” said 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 added, “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 is designed to streamline and simplify technical support and customer service calls. 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. This proactive approach to troubleshooting ensures that service quality remains consistently high, reinforcing the integrators’ reputation for reliability and excellence.
