Tools to improve Smart-Tech operations and customer experience

Frequently asked questions

FAQ - Frequently asked questions

• 1. How is the technology infrastructure monitored and managed 24/7?

  Monitoring is carried out through a Control Room active seven days a week, using advanced systems and AI and Machine Learning technologies to detect anomalies and malfunctions in real time. Intervention protocols are automated and customized based on client needs, with human intervention only when necessary, ensuring constant oversight, timely action, and uninterrupted service.

• 2. What technical support is available for users and installers?

  Multilingual first- and second-level support is provided, offering direct and timely assistance. Most issues are resolved quickly, with minimal escalation to higher levels. Support includes commissioning and pre- and post-installation assistance, ensuring proper system functioning and preventing future issues.

• 3. How are monitoring, alarms, and field interventions managed?

  Remote monitoring allows anomalies to be identified before they turn into emergencies. Processes include ticket management, pre-appointment checks, and appointment rescheduling, optimizing time, resources, and coordination of interventions. The combination of intelligent automation and human oversight ensures reliable and timely service.

• 4. How do AI automation and intelligent systems improve troubleshooting?

  AI-based solutions autonomously handle the majority of first- and second-level requests, diagnosing common issues, guiding users through self-service, and collecting information for specialist interventions if needed. Only a small percentage is escalated to higher-level support, reducing response times and optimizing operational efficiency.

• 5. How do device data and AI technologies enhance the customer experience?

  Data from connected devices, apps, and digital platforms is analyzed to generate insights that optimize the customer experience. Maintenance needs can be anticipated, personalized notifications sent, and targeted services offered—providing proactive, multichannel, and personalized support that boosts satisfaction and loyalty.

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