Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines, and diesel-electric locomotives.
Sales & Revenue
in last year
Big machinery and equipments usually require support from backoffice, that took plenty of time and energy of Machinery provider company's support team. Hence a need of digitization came from management to provide effective support service for staff members.
Need of a technological partner who can assist us in our new startup with automation advancements.
Technicians of machinery support team yelled with the problem they were facing
Requested for direct one-to-one video call to connect with Users
Hidden Brains met Mr. Sam in our business trip in US, discussed current problems and shook hands for technological collaboration.
Commenced by utilizing ready to use VIrtual Assistant system, costing huge per month per company (had around 20 companies)
Still require personalized reports and visualization, Hidden Brains solution architect understood the requirement and developed a wrapper top on ready solution
Resolved 50% of arised problems
In House custom product development has been initiated, understanding the futuristic vision of client.
Executed Product Development life cycle with - Planning, Analysis, Design, Development, Testing, Implementation, and Maintenance.
Replaced readymade solution with own Virtual Assistant Product - named as Smart Assist
Investigate market competitors for similar kind of solutions and define to-be developed features into our product
Generated product roadmap and appended exceptional functionalities accordingly
Identified other relevant industries seeking need of virtual assistant system for support/maintenance
Modified complete system architecture to support this solutions to various enterprise customers
In an era of bots and automation, Smart Assist helps brands ‘humanize’ the customer experience by using a real-time video chat platform that connects internal experts with users.
Handle the quick fix by seeing what they see and training virtually, which allows to support more customers.
All calls are on a cloud-based video calling systems. Enable customers to show the problem rather than telling.
Connect with multiple customer support and product support specialists when solving a customer issue.
Guide operators through troubleshooting and training from afar.
Conduct equipment inspections without having to leave the store.
Screen share documents and photos from device with agent
With the Smart Assist console, customer care representatives can easily send out text messages to instantly launch video calls with their clients.
Works on all devices, including iOS, Android, tablets, desktops, laptops, and more. No app is ever needed by the customer or support specialist.
Platform acts like a phone system, allowing multiple agents to be on simultaneous video calls at any given time.
Create own calling trees to route inbound calls to support specialists with particular skill sets. If a specialist is busy, setup call rolling for the next available support specialist.
Easy-to use-technology! no additional hardware or software is required and works from any pc, smartphone or tablet.
Connect in less than five seconds and experience a 58 percent reduction in repeat truck rolls.
Know the problem before heading to the job site and be able to assign the appropriate resources to get it resolved.
reduction in repeat truck rolls, helped to be efficient with staff and take operations to the next level.
improvement in resolution: Since it’s a cloud-based platform,
reduction in training time
Companies are claiming 50% reduction in troubleshooting calls with customers when using Smart Assist.
PHP, Python, NodeJS
HTML5, CSS3, JS
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,
“Smart Assist Now gives customers the ability to show the problem instead of trying to explain it on the phone. It eliminates the guesswork when trying make a diagnosis.”
ROBERT FORTIN | (Training Instructor at Carter Machinery)
“Smart Assist Now has taken my 3-hour phone troubleshooting calls to 30-minutes.”
JASON "STACK" SAGE | (Factory Technical Service Manager at Morooka)
“Smart Assist Now allows us to visually connect with any of our customers across North America, in less than 15 seconds. It allows us to troubleshoot in real-time with tools and reports, allowing Production and R&D to review. With this application we no longer have to guess what the problem is, we can instantly act on it!”
ANTOINE MORISSETTE |(Technical Specialist Supervisor)
“Smart Assist Now offers a quick and effective "real-time" opportunity to discuss failures in the field. The "hands-on" training with our technicians can be done via video and be just as effective as actually being at the site.”
MIKE RZESZOTARSKI |(Product Support Manager at NPK Construction Equipment)
“It’s helped us solve problems remotely that we haven’t been able to without a service call in the past.”
BRETT YATES | (Field Services Manager at SkyLine SkyBest)