Ozmo

Ozmo is an enterprise platform designed to simplify technical support for companies dealing with complex devices and apps. It provides two main solutions: a self-serve portal for customers and a toolkit for contact center agents. The self-serve side uses interactive guides and a conversational AI assistant to help users solve problems on their own, aiming to reduce the number of support tickets. For agents, Ozmo offers a comprehensive troubleshooting tool and a remote video support feature, allowing them to see a customer's device screen and guide them through fixes without needing a field technician.

What sets Ozmo apart is its focus on the entire support ecosystem, from the initial customer search to the agent's final resolution. Its library covers a wide range of technologies, and the platform is built to work across various digital channels. The recent addition of generative AI to its conversational support tool aims to handle more complex, open-ended questions. The platform is also industry-specific, with tailored solutions for wireless carriers, hardware makers, device insurers, and even banking apps.

This tool is for large businesses where technical support is a major cost center and a key part of the customer experience. Telecom companies use it to help customers set up phones and internet service. Hardware manufacturers deploy it to reduce returns and support calls for connected home devices. Essentially, any enterprise that needs to scale accurate, consistent tech support across thousands of users and products could benefit from Ozmo's structured approach.