Google

TechSee is the leading Agentic AI-powered platform harnessing vision to transform customer service. By enabling businesses to see the problem and solve it effectively, TechSee eliminates friction, reduces costs, and enhances customer satisfaction. Trusted by Fortune 500 companies and industry leaders in telecom, home security, and smart home, our platform delivers seamless service experience.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

The Google Devices organization leads the industry in consumer hardware innovation, unified by the core mission to create radically helpful experiences. Its broad ecosystem, which includes the Pixel line of personal devices, Nest connected home products, Nest Wi-Fi for home networking, and Chrome OS devices, is engineered to be seamlessly integrated and always available. By weaving Google's AI and software across this portfolio, the organization ensures that technology anticipates user needs and works intuitively in the background of their lives. Google's service teams are known for their innovation in simplifying complex technology for users. Recognizing a critical need for more connected and effortless support, in 2022, Google introduced Visual Customer Support, powered by TechSee. This breakthrough innovation integrated live video and interactive guidance.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 2023, Google Devices has transformed its customer service experience. Managing over 25,000 device interactions each month, Google identified a challenge: customers often repeated information when switching channels, creating delays and inconsistent experiences.

In 2024, Google launched visual support, enabling agents to see the customer's device or app in real time. This replaced confusion with instant clarity and turned service into a collaborative, visual experience.

The innovation unified every service channel. Customers can start a request online, continue via live visual support, and share their mobile screen for troubleshooting. The result is a consistent, transparent, and personal journey.

When used early, visual support cut handle time by half, raised first-call resolution by 5%, and boosted satisfaction by double digits. Customers now enjoy one continuous experience, while agents resolve more cases efficiently and prepare better for field visits.

This success also produced valuable insights, as visual data revealed trends to improve products and processes. Google now uses this omnichannel framework as a model for future smart-home services.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Google's approach to omnichannel service focuses on continuity and context. Many organizations integrate systems, but Google integrated the human experience. Each support interaction flows smoothly from digital to live to physical channels. Visual intelligence ensures that customers are never asked to explain the same issue twice.

When customers can show their problem through video and every agent already understands the situation, service becomes effortless.

The results speak for themselves: faster resolutions, fewer transfers, and measurable increases in trust. The program has also improved collaboration between teams, since visual data captured during support is shared across departments for improvement.

Building on this success, Google is now evaluating visual AI that will assist human agents in real time. The visual AI will recognize devices, detect issues, and suggest solutions instantly, allowing Google to maintain consistency while expanding capacity.

This achievement shows that true omnichannel success comes from designing around the customer, not around technology.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Attachments include: Google Case Study (2025) Google Fiber Article (May 2025) TechSee website: www.techsee.me