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Answering ServiceAI Answering ServiceAfter-Hours & 24/7Bilingual (EN·ES)For Small BusinessFor Law Firms All Services See Pricingiot & smart devices
Support device setup, connectivity questions and firmware enquiries with AI and multilingual specialists. Give each conversation the product context needed for troubleshooting and a clear route to your device team.
how it plays out
Connectivity loss after router change
Critical firmware failure on access device
Enterprise IoT data accuracy issue
Automation configuration for smart home ecosystem
the team behind it
real members of the global team IoT-Trained Specialists
65+ Languages
Follow-the-Sun Coverage
the part nobody prices in
An app error needs a model, firmware version and description of what changed. In Callnovo.ai’s published smart coffee machine case, support was available inside the brand’s app, with device details beside the conversation. Agents used product instructions to explain the next step in everyday language. That account’s setup is a useful starting point for planning support for another device brand.
For your rollout, configure HeroDash fields for the model, serial number, app version and troubleshooting already attempted. Route a pairing question to the setup team and an unresolved firmware incident to the product team using those fields. Keep the approved procedure and the customer’s result in the ticket, so the next agent can continue from the last completed check. Device-console access and any firmware actions belong in the agreed implementation scope.
what comes off the call
Use a short intake matched to your product range. Customers should enter passwords and pairing codes only through the product’s own secure process.
For the wider service model, see technical support outsourcing.
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
Match the model and software version before selecting a guide. Use the brand’s approved instructions, capture the result of each step, and send an unresolved case with that history to the product team. A procedure for one thermostat or lock should not become a universal reset script.
Include the device identifier, version before the update if known, the error shown, access impact and checks already attempted. Agree who can approve a rollback or replacement and who will tell the customer the result.
start
Bring your product manuals, main setup failures, supported markets and escalation contacts. We will map the intake and the product-team handoff for your range.