Caterpillar
(Parent Company)Construction Machinery
& Equipment
listed in
Fortune 500
Caterpillar is a worldwide leader in construction and mining equipment, industrial gas turbines, and diesel-electric locomotives.
Total Sales
in last year
Active Construction
Machine Globally
Global
Employees
The large machines and equipment required assistance from the back-office which usually consumed time and energy from the machine provider company's support team. Due to this, there was a need for digitization so that effective assistance could be given to staff members.
Wanting a technologically-savvy partner for our new startup venture.
Technicians of the machinery support team began yelling when the problem arose.
Requesting a direct connection with users through video chat to connect
Hidden Brains met up with Mr. Sam while on a business trip in the US. We discussed several biggest challenges and decided to join hands to overcome roadblocks together.
Using ready-to-use virtual assistant software is a great way to save money and time for your business.
Personalized reports and visualizations are required for my business. And Hidden Brains has one of the best architectures for it.
Resolved half of the issues.
In-house custom product development was initiated while understanding the future-oriented vision of our clients.
Execute the product development life cycle of planning, analysis, design, development, testing, implementation, and maintenance for all products.
Replaced the marketed product's virtual assistant with one of our own creations. Our new software has been titled 'Smart Assist'.
Investigate what your competition offers and determine what it will take to have a successful product
Generate an attractive product roadmap and augment it with high-quality features.
Identified new industries that are seeking a virtual assistant system for support
Modified complete system architecture to support this solution for various enterprise customers
Brands are turning to Smart Assist for an all-inclusive way to make sure every customer interaction is personalized with live video chats from their own team.
Handle difficult tasks by being present in person or virtually, allowing to give all customers an equal level of service.
Our cloud-based video calling system will allow customers to see what the problem is versus just telling them about it.
Connect with one of our customer service or product specialists to solve any problems.
Help operators perform troubleshooting and train them from afar.
Inspect equipment from the comfort of your store with real-time connectivity.
Screen share your documents and photos with our agents - they can provide you support on-demand.
The Smart Assist Console lets you launch a video call in one click via text message, so you never have to be away from your clients for long.
Works on any device, including iOS, Android, tablets, desktops, laptops, and more. We don't need an app because of our diverse network of products
Platform acts as a phone for your customer service needs - allowing you to speak live with multiple agents simultaneously
Route inbound calls to different departments of your company based on the agent's skill set. If an agent is busy, transfer the call so another department can handle it for you.
Easy to use with no additional equipment needed, this technology works from any device.
Connect in less than five seconds for a dramatic reduction in repeat truck rolls.
Know what you're getting into before heading to the job site so you can assign people appropriately.
Repeat truck rolls were diminished, helping us to be more efficient with staff and go beyond operations we had before.
Improvement in resolution: Cloud-based platforms offer much higher resolutions than before.
Reduce training time.
Companies claim half of their customer support issues have disappeared since they started using Smart Assist.
PHP, Python, NodeJS
HTML5, CSS3, JS
MYSQL
AWS
Photoshop
Draw.io
WebRTC, Augmented Reality (AR), Smart Glasses, Natural Language Processing,
AI based Analysis
Direct connections and marketplace apps for Salesforce, Genesys, CDK Global, realwear, vuzix
“Hey guys, thanks for all the great work you've done on getting Smart Assist launched. I can't explain to you how important you guys are to us and our business over here in the United States. I am really, really glad that you're our partners and want to send a big thank you. And I know you guys are working hard and you're there for us. and you know, you're doing a lot of good things with our software product, keep up the good work. Thanks so much.”
Sam | Founder & CEO
“Easy to deal with, excellent service and prompt response to changes and enhancements during our app and website development.”