About the client

The company is a manufacturer, seller, installer, and maintenance provider of security systems. Number of clients — more than 100,000. Number of requests to the technical support desk — more than 1,000 per week. Number of requests to the security monitoring desk — information is confidential.

The task

Provide customer support both in terms of technical guidance — answering questions about the use of specific devices, password recovery, incidents, partial malfunctions, requesting technical support, and similar matters.

Provide this support 24/7 on the website, in the mobile application, and over the phone.

Results

Multilingual support has been achieved by phone, through the support widget on the website, and integrated into the mobile app. User handling is 24/7 and multilingual.

User satisfaction — 97%. Escalation to a live specialist after interacting with Binom Technical Support — 11%.

What was implemented

1. Binom Technical Support

The company chose Binom Technical Support — a synthetic employee trained on information about devices, common malfunctions, access-recovery procedures, and escalation rules to a live specialist.

Binom Technical Support gained the ability to:

• answer questions about how to use devices;
• help with password recovery;
• provide guidance on incidents and partial malfunctions;
• arrange a technical support callout when necessary;
• work in any language;
• operate around the clock.

2. Widget on the website and in the app

A branded support widget was installed on the website — with text, voice messages, and voice communication. The widget is also integrated directly into the company’s mobile application, so a customer can reach support directly from the app, without switching to the website.

The widget was configured with:

• corporate colors;
• logo;
• appearance;
• greeting;
• display rules on website pages and in the app.

3. Phone line, voice messages, and real-time voice

Support is available in three voice formats at once:

• a regular phone call — Binom Technical Support answers calls as a voice agent;
• voice messages — a customer can send a voice message (for example, in the widget or the app), and Binom recognizes it and replies;
• real-time voice communication directly from the website via WebRTC, with no app installation and no phone call required.

During a voice conversation, Binom Technical Support listens to the customer’s question, replies by voice, and clarifies details of the problem.

4. Identifying device type and fault type from a photo

A customer can send a photo of a device or its damage. Binom Technical Support analyzes the image, identifies the device type and the type of malfunction, and based on that either provides instructions for resolving the issue independently or arranges a technician callout.

5. Delivering downloadable instructions

In addition to consulting within the dialogue, Binom Technical Support can provide the customer with an installation or repair guide as a downloadable file — a PDF, image, or diagram attached directly to the reply.

6. Protecting personal data during password recovery

When personal data is processed by neural networks, Binom sends the data in encoded form for processing, and after it returns from the neural network, inserts the reply data for the customer back into the encoded field. This way, personal data (for example, during password recovery) stays within the system and never leaves it — including never reaching the neural network itself in unencoded form.

7. Ticketing system integration

Binom Technical Support is integrated with the company’s ticketing system. The integration allows it to:

• create a ticket when an interaction requires a live specialist;
• log incidents, complaints, and password-recovery requests;
• pass the dialogue history and gathered problem details to the ticketing system;
• take the customer’s previous requests into account in a new conversation.

Managing Binom Technical Support’s work

Management is done through a single Binom dashboard. The company can:

• view all conversations;
• see customer messages and Binom Technical Support’s replies;
• track conversation history;
• bring a live specialist into a conversation;
• turn off the AI in one specific conversation without stopping work with other customers;
• assign employee access rights through the Teams section.

Languages

Binom Technical Support works in all languages right away, without being tied to a specific country or local commercial terms — since this is technical support, not sales.

Outcome

The company gained round-the-clock, multilingual technical support for security-system customers across the website, the app, and the phone — with photo-based problem recognition, protected password delivery, and escalation of complex cases to a live specialist.

→ How to implement the same solution: full implementation guide