The customer already showed you.
Customers send video when the problem is easier to show than to describe. Vivu indexes those clips, so the same failure turning up across hundreds of cases becomes findable — not just watchable once.
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Watched once, then dark.
A customer films the problem because showing it is easier than putting it into words. One agent watches the clip, resolves the case, and the file is filed against the record. It did its job — once.
The analysis you run afterwards reads what customers said: calls, chats, emails, surveys, reviews. It does not read what they showed. So the same crack, the same error screen, the same assembly step going wrong can repeat across hundreds of separate cases and only surface once it has grown big enough for the words to catch it.
Make the video customers send you searchable
Vivu is an AI search layer for the video your customers send you. The clips are uploaded to a Vivu project and indexed once, without anyone reorganising them first.
It reads what was said, the text of an error on screen, and the objects and actions in the frame. Ask a plain-language question and it returns candidate moments, each with its timecode and the clip it came from.
The same failure across hundreds of cases, in one query
Ask for a visual symptom and get back the cases whose video shows it, instead of waiting for the pattern to grow big enough to appear in what people wrote.
Visual evidence joins the analysis you already run
Whatever you already do with transcripts, categories and customer segments keeps working. The video stops being the one input that sits outside all of it.
Agents and assistants can cite the moment
A timecoded moment from the clip a customer sent is something a person or an assistant can point at, rather than a claim about what a video probably showed.
Evidence, not verdicts
Vivu does not diagnose the fault, decide an outcome, or stand in for an agent's or an engineer's judgement. It returns candidate moments; your team reads them.
Where Vivu fits in the support workflow
Inside a case, nothing changes: the agent watches the clip and closes the ticket. After it, the clip is uploaded to a Vivu project, where it is indexed once and stays searchable. Across a month, repeat problems group by what they look like rather than by how they were described. And what goes back to product is the timecoded moment itself, with the clip it came from.
- In the case
The agent watches the clip
Nothing changes about how a single case gets handled today.
- After the case
It is uploaded and indexed once
The clip goes into a Vivu project as it is, with no tidying pass first.
- Across the month
Repeat problems group by what they look like
Ask for a symptom and the cases showing it come back together.
- Back to product
Timecoded evidence, not a summary
Product and engineering get the moment itself, with the clip it came from.
Where does the video customers send us live?
Your support system keeps the originals. For search, the clips are uploaded to a Vivu project and indexed once, and each result points back to the clip it came from.
Does Vivu diagnose the fault or decide the outcome?
No. Vivu returns candidate moments for a query, with their timecodes and the clip they came from. Diagnosis, refunds, and escalation stay with your team.
What if a customer video has no usable audio?
It is still searchable. Vivu indexes what is on screen as well as what is said — objects, actions, and the text of an error message are signals on their own.
Further reading
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