If you’re like many technophiles, getting the most out of your home internet connection is a point of personal pride.
But you won’t find most consumers tinkering with router settings. People typically unpack a wireless router, plug it in and expect the internet will work.
When it doesn’t work—or doesn’t work as expected—consumers have traditionally faced two options: never-ending calls with their internet service provider, or home networking hacks dug up in a Google search.
But there is a third option: It’s called Wixi.
Wixi is a wi-fi troubleshooting app, developed by Catalina Labs, that provides immediate recommendations on improving connectivity.
A solution like this aligns well with “Technology for People," a central theme of Accenture’s Technology Vision 2017. It also provides an opportunity to walk through a few of this year’s trends.
Wixi users grant the app permission to analyze data on their internet connection and router settings, suggest adjustments based on the specific router model in question and, if possible, change settings for them—for example, enabling a 5GHz network, or updating to the latest security patch.
Settings like these, which aren’t always straightforward or easy to change, can immediately improve a customer’s internet experience.
While Wixi performs its tests, it uses artificial intelligence to analyze 160 separate data points unique to your network to recommend connectivity improvements. By offering advice, Wixi reflects one of the emergent AI roles discussed in Trend 1 of Technology Vision 2017, “AI is the New UI.”
Putting people in control
More businesses are using AI to simplify customer interactions and put people in control of their technology.
Using AI to diagnose connectivity issues makes the complex world of networking troubleshooting more natural, consistent and easy to understand—for the user at home and the call center agent who’s answering help desk calls.
Wixi’s solution also illustrates another of the five Technology Vision trends: “Design for Humans.” In this trend, Accenture examines how the shrinking gap between human and machine interfaces has put human behavior at the forefront of technology design.
Business leaders realize that technology partnerships strengthen relationships with both customers and employees.
So it is with the creators of Wixi, who recognize that users’ end goals—a fast, secure internet connection—shouldn’t require studying networking books or blindly adjusting router settings they may know nothing about. An automated approach like this offloads the need to become a networking expert, and meets customers in the context of their own home.
Power of ecosystems
In Technology Vision Trend 2, “Ecosystem Power Plays,” we explain how ecosystems offer companies alternatives to building or buying technology solutions themselves. However, these ecosystems also demand long-term strategic planning on each partnering company’s behalf.
Merchants, a South African customer management service, is one of Catalina Labs’ ecosystem partners. This partnership gives Merchants representatives access to information from Wixi while they troubleshoot customer problems.
Equipping Merchants representatives with this straightforward information helps them reduce an average 50-minute customer call time by 60 percent.
The importance of partnerships
Still, few companies will deliver next generation customer support themselves.
To succeed, ecosystem partnerships that enhance business offerings will be paramount. Wixi fits into ISP ecosystems by providing advanced customer support services an ISP doesn’t offer, or hasn’t yet built itself.
For Catalina Labs’ enterprise clients, if Wixi detects a problem that requires ISP intervention, it notifies the ISP and passes along the appropriate diagnostic information. In some instances, the app can offer to connect consumers with their ISP, smoothing the transition from artificial to human intelligence.
Intelligent enterprises don't get their title solely from the intelligence built into their technology. Rather, the name also stems from the intelligence required to consider the human needs a technology tool will address.
Wixi exemplifies this intelligent, people-first approach. More business leaders today recognize that the idea of “technology for people” presents them with myriad opportunities.
We invite you to read the full 2017 Technology Vision report to dive deeper into our five “Technology for People” trends.
Harrison Lynch is a co-author of the 2017 Technology Vision.