Will Internet-Of-Things Era Customer Care Suck? An IoT Customer Service Challenge

Share this 

Share on facebook
Share on twitter
Share on linkedin

Most agree that the Internet-of-Things is on it’s way but whether it arrives in 2 years or 20 is anyone’s guess. But when you step back and look at it from 50,000 feet, connecting more and more devices with affordable wireless connections just seems like a no-brainer. It will have a huge impact across many industries, businesses and in our personal lives. What will we see from the IoT in the next 5 years? No one can say for sure but it is coming and we are starting to see the way it will change our lives.

For now, we see two clear segments of the IoT. The first is the Industrial Internet-of-Things – the IIoT – which includes monitoring and automating industries that have been quite manual until now. Things like smart meters, oil pipeline monitors, manufacturing equipment communication, etc. are being rolled out to make businesses more efficient. The end users of the IIoT devices and services in these industries are trained and are paid to have the patience to figure out how to operate and manage systems like these.

The second side of the IoT, the consumer side, includes smart home appliances, connected cars, smartphones, tablets, fitness tracking devices, etc. The users of these devices and services are consumers, people just like you and I, and the vast majority of them do not have extensive backgrounds in setting up and operating complex systems. In fact, consumers that are the looking for IoT devices and services are doing so to make their lives simpler, to entertain them or make them more productive in some way. These consumers want more time to do the things they love. What they clearly don’t want is to spend one minute of their time learning how to get the benefits from these new IoT devices and services.

This leads to two distinct types of customer service required to service the IoT. For the IoT, the users are going to need support products like the sysadmin tools that have been available to the enterprise market for decades. Sure they’ll need to invest time in learning and troubleshooting the new devices and services but they get paid to do it and business will be able to justify the expense by offloading manual tasks to more efficient automated systems.

Consumers on the other hand are in for a tough time adopting and integrating this wonderful new technology if all they have are today’s crop of customer service tools. Just as consumers don’t want to spend their time with extensive training, they also don’t want to spend their spare time troubleshooting technology. They expect technology to entertain them, make them productive or just stay hidden and make life better in some way. When something goes wrong, they will be frustrated and may decide that the effort in troubleshooting is not even worth it so they’ll just abandon using the product or service.

Imagine this scenario – you’ve bought a new connected washing machine and it knows your location and and your utility company. It has access to the variable water and energy prices and can minimize your utility bills by washing at optimal times. Sounds great, until one day you see “error 4302, contact your system administrator” on the display. Will you dig up a user manual online or start searching forums to see what other people are doing when they got that code? (I’d personally rather get a root canal.) Will you invest your scarce time in trying to get it working or will you just go back to doing laundry at the end of the day when you think the prices are cheapest? Multiply this scenario by 20, 30, 50 or more connected devices in your home and you can start to see the challenge coming our way.

0 replies on “Will Internet-Of-Things Era Customer Care Suck? An IoT Customer Service Challenge”

Let’s supercharge your virtual agent together

With outstanding customer experience being the most important differentiator, make sure your virtual agent is the one leaving the competition in the dust.

Wysdom is a conversational AI optimization platform that enables higher performing, lower cost conversational virtual agents, continually learning and delivering high-quality customer experiences.

© Copyright Wysdom 2021. All rights reserved.

Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 


Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.


Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 


Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 


His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 


Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 


Ian invests, mentors, and sits on the boards of several startups in the Toronto area.