Sweepr, the Customer Care platform for the Connected Home, recently announced that the Amazon Alexa Fund joined its recently completed $9M series A round as a strategic investor. Interesting news, as it shows that Amazon understands the need for people to get accurate help when things go wrong with internet enabled home devices. But will the spread of such gadgets, and assistance apps, show the way ahead for brokers and insurers when offering contents cover?
The Sweepr platform works by gathering detailed digital context in response to each consumer’s support request and leveraging this content to automatically and intelligently choose the best content to deliver specific, relevant, customized help. It delivers this support through instructions, pictures and video that are easy to understand and targeted to the technical skill of each consumer.
Sweepr is lowering the barriers for customers to get meaningful help in the moment that they need it. From an insurers point of view having consumers request that tech help when their washing machine, fridge, laptop, video doorbell, home heating system or wifi hub packs in, is extremely useful. If things did go wrong and there was a claim for damage to property, then having a data trail showing when help was requested, and exactly what questions were asked, could also be extra useful.
“Customers love using Alexa to control their connected devices, and we want to continue to make the entire smart home experience even simpler and more convenient,” said Paul Bernard, director of the Alexa Fund. “Sweepr is enabling this type of convenience through its customer support services, and we’re excited to support their growth as a strategic investor.”
The 1.1 billion broadband connections globally have led the rise of the smart devices in the home. Projections by Strategy Analytics and International Telecommunications Union (ITU) outline by 2022 there will be 4.3 billion devices in our homes. However, the adoption of the smart home has the potential to be undermined by poor customer support and frustrating experiences. Through its voice activated platform, Sweepr will enable end-customers to ask everyday questions like, for example, “why is my Netflix not loading?” and Sweepr will provide answers in real-time.
Sweepr works with broadband service providers and large appliance manufacturers and has successfully completed pilots of their technology with clients in both North America and Europe. The Sweepr technology is delivered as a white-label cloud service embedded within the end-consumer facing digital support channels of their clients such as mobile applications and voice assistants.