Verizon adopts virtual tech for in-home assistance amid pandemic - Business Insider

virtual technology to replace home visits as the company looks for new ways to continue performing essential operations.The innovative tool — which includes a virtual assistant, video chat app, and self-service portal — is designed to help Verizon customers troubleshoot issues at home with remote assistance from a technician.

Verizon's deployment illustrates the power of virtual technology to help companies maintain operations in the face of disruptions caused by the pandemic. Verizon's new virtual technician tool comes one week after the company announced it was in-home installation appointments in the interest of keeping its workers and customers safe from the coronavirus.

As the pandemic forces millions of people to work and learn remotely as they shelter at home, connectivity has become more essential than ever; the new remote assistance tool can help Verizon continue to provide customer support to existing customers and rake in new business, while also keeping physical interactions to a minimum.The pandemic will mark an inflection point for the adoption of remote tools.

However, Montgomerie said, "now it's life or death to companies, and a compelling event forced them to shift behavior." Now that companies have been forced to jump the hurdles to adoption, we expect it will lead to a lasting change in how they operate that will extend beyond the pandemic, as they can also realize benefits such as efficient and timely customer service and save on travel expenses traditionally incurred with customer service requests.

"I really think that we're going to see a lasting change in behaviors. Going back to the telecom example: If that type of working is successful — that you can drop off a router at someone's house and have them install it themselves with guidance — [then] I don't see any reason why you couldn't instead ship the router and have the user call back through a call center, where the technicians [can] train the user.

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