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 mission to create radically helpful experiences. Its ecosystem includes the Pixel line of personal devices, Nest connected home products, and Chrome OS devices, all designed to work together and anticipate user needs. By integrating Google's software and AI across this portfolio, the organization ensures that technology works seamlessly in the background of daily life. To keep pace with customer expectations for simplicity and reliability, Google invested in new service capabilities that merge advanced technology with human understanding. In 2024, the company launched Visual Service Assistance, powered by TechSee, to allow customers and agents to share a live view of the issue. This technology replaces verbal explanations with immediate visibility and clear visual guidance. The initiative reflects Google's ongoing commitment to improving customer experience through meaningful innovation. By using technology to connect people more clearly, Google Devices continues to redefine what exceptional service looks like in modern connected living.

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

Before visual assistance, agents spent nearly one third of each call trying to interpret customer descriptions. Handle times were long, and customers often needed to call back or escalate. The lack of shared visibility created frustration on both sides.

Google introduced a secure, browser-based visual assistance system that allows agents to see customers' environments in real time. Customers launch a session directly from their device. Agents can identify connected equipment, guide calibration, and confirm solutions instantly. The technology requires no app installation and fits naturally into Google's existing service ecosystem. This deployment transformed the quality and efficiency of customer assistance. Handle times were reduced by half when visual tools were used from the start. First-call resolution increased by five percent, and customer satisfaction improved by double digits.

The innovation also helped Google streamline training and knowledge management. Visual sessions provide data that highlights patterns and product trends, improving long-term quality and design. The same visual framework is now being explored for integration into proactive diagnostics and self-service channels, extending value across the customer journey.

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 use of technology in customer service stands out because it transforms complexity into clarity. Rather than focusing on automation alone, Google designed a solution that strengthens human connection through visibility and collaboration.

The system works entirely within a browser and requires no additional software, making it universally accessible. It allows customers and agents to share a clear view of the issue and resolve it quickly. This balance of simplicity and innovation demonstrates how advanced technology can enhance empathy rather than replace it.

The project's results - shorter handle times, higher satisfaction, and measurable cost savings - prove the business value of innovation designed around people. Google is now evaluating visual AI technology that will extend this approach further. Future tools will automatically identify devices, detect errors, and guide agents in real time, building on the same visual foundation to create even more intelligent, predictive, and seamless service experiences.

This achievement highlights how Google continues to lead not only in product design but also in redefining service excellence through technology that works for people.

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 Devices Case Study (2025): summarizing visual assistance metrics and outcomes.
• TechSee Demo Video: real session example showing collaborative visual troubleshooting.
• TechSee website: www.techsee.me.

These materials demonstrate how Google used technology to simplify service interactions and enhance customer experience. The initiative sets a new standard for connected-device assistance built on clarity, accessibility, and trust.