By becoming the first electronic communications operator in Portugal to implement end-to-end visual AI in its IVR (Interactive Voice Response) system, MEO enhancesthe customer experience, enabling faster identification and resolution of technical issues. With the introduction of TechSee technology, MEO customers can now visually demonstrate hardware issues directly from their smartphones on the platform, eliminating the need for lengthy and technical verbal explanations.
Visual AI is integrated into the IVR workflow, allowing users to immediately begin a guided troubleshooting session without having to wait on hold. In practice, the system automatically identifies the device, analyzes LED indicators and device connections, and directs the interaction to the most appropriate next step: self-service, assistance from an agent, or scheduling a technical visit. Customers who use the visual journey via IVR avoid waiting in service queues, resulting in a significant improvement in their perception of service speed. When remote resolution is not possible, the system also allows for the automatic scheduling (without human agent intervention) of a technician’s visit, which contributes to increased operational efficiency. In cases where the interaction is escalated to the contact center, human agents have immediate access to the collected visual data, allowing them to begin the process with a more complete context. This also results in an average reduction in handling time of over one minute.
The recognition of the partnership between MEO and Techsee with the “Technology of the Year” award underscores MEO’s commitment to the continuous improvement of its customer service channels. “Integrated into MEO’s IVR, the Visual AI platform allows customers to become technicians in their own homes,” says Vítor Manuel Pinguicha, MEO’s Director of Customer Support. “By enabling customers to perform tasks such as connecting cables or repairing equipment while guided by Visual AI, we’ve been able to improve the customer experience and boost operational efficiency,” he emphasizes.
This innovation is part of a broader transformation of customer support services that began in 2023, when MEO implemented TechSee’s Sophie Live visual assistance platform to enable real-time video troubleshooting. The results have been overwhelmingly positive: 93% of agents report that visual interactions directly support problem resolution, and customer satisfaction stands at 96.4%.
“Customer support in the telecommunications sector has long faced the challenge of diagnosing hardware issues remotely,” notes Amir Yoffe, Chief Operating Officer and co-founder of TechSee. “By integrating visual AI into IVR and across all service channels, MEO is transforming how connectivity and hardware issues are resolved, making the process faster, smarter, and more efficient for both customers and service teams.”
This award reflects MEO’s ongoing commitment to innovation, digital transformation, and excellence in customer service, leveraging technologies such as AI to improve operational efficiency and enhance the quality of the customer experience.