Customer expectations aren’t standing still — and neither is Ozmo.
At Ozmo, the mission has always been to give agents and end-users the tools they need to resolve technical issues quickly, confidently and on their first try. As support teams take on more complex questions across more devices, apps and channels, Ozmo is continually evolving its support platform to match the pace of customer needs.
This year, Ozmo introduced a series of new capabilities across Ozmo for Agents and Ozmo Self Serve that create faster, smarter and more seamless support journeys. For teams looking to enhance their tech stacks with AI-powered experiences, Ozmo Answers API has made it easier than ever to place real-time support solutions directly within the hands of customers and agents alike. Here’s a look at some of the most impactful updates from the year, and what they mean for businesses.
Deeper agent integrations with the new Ozmo Answers API for Agents
To reduce friction between systems and provide support teams with faster access to accurate information, Ozmo launched the Ozmo Answers API for Agents, enabling customers to embed Ozmo’s virtual devices, apps and authoritative content directly into their existing workflows.
What’s new
- Natural-language search that surfaces relevant device, app and troubleshooting answers
- Direct lookup by device model, SKU, IMEI/TAC or specific topics
- The ability to pull in Ozmo answers and curated content from trusted external sources
- Multiple integration options, including linking to product workspaces, embedding search into chatbots or IVRs and building custom navigation flows
Why it matters
This embedded experience allows organizations to place Ozmo’s content within any CRM, agent desktop or internal support tool, reducing the need for tab switching and helping agents maintain context during customer interactions. Businesses today leverage Ozmo Answers API to integrate Ozmo’s support solutions across diverse systems, including custom-built AI agents and IVR tools, ensuring reliable, efficient and effective support at scale.
By positioning Ozmo inside agent environments, support teams can boost productivity, resolve issues faster and improve the consistency and accuracy of their guidance.
Enhanced remote video: Greater context and clearer communication
Ozmo also introduced two major enhancements to its remote video solution, expanding its usability across mobile, broadband and desktop support scenarios.
Desktop screen share
Customers can now share their desktop screens during remote video sessions. This is particularly useful for:
- Carrier account and login support
- Router configuration
- Web and desktop app troubleshooting
- Account access questions
This feature gives agents immediate visibility into what customers are experiencing, speeding up issue diagnosis and reducing the time it takes to reach resolution. Built using familiar browser-based technology, the experience feels intuitive for both agents and customers.
Device content share
Agents can now share Ozmo’s virtual devices and apps, including complete workspaces and tutorials, directly during a live remote video call.
This creates a co-browsing-like experience where customers can visually follow along without the privacy concerns of sharing their own device screens. Complex instructions become easier to understand, miscommunication is reduced and customers receive step-by-step support in real time.
More flexible, mobile-friendly self-serve support
As more users troubleshoot issues on their mobile devices, Ozmo continues to expand its self-serve capabilities to meet customers wherever they look for answers.
Conversational Support update
Ozmo introduced a standalone conversational support component that can be embedded on any page — independent of the full portal.
Key advantages include:
- Greater flexibility for placing conversational support on targeted pages
- The ability to scope the experience to a specific device or app
- Fast access to answers that help customers resolve issues on their own
Powered by the Ozmo Answers API, this component delivers the same trusted guidance found in Ozmo’s broader self-serve portals, but in a more lightweight and customizable way.
Improved mobile responsiveness
Ozmo Self Serve now offers an enhanced mobile-first experience, making interactive tutorials and self-guided troubleshooting easier to follow on smaller screens. These updates ensure users can confidently resolve issues no matter where they’re searching for help.
Continuously evolving to meet customer needs
Every update reflects Ozmo’s commitment to helping support teams deliver seamless, efficient and accurate experiences, while empowering customers to solve issues quickly on their own. From deeper agent integrations to more visual assistance and flexible self-serve options, Ozmo continues to build the tools that carriers, broadband providers and technology brands need to support the next generation of connected experiences. Ozmo’s product evolution is centered on delivering more comprehensive and proactive support experiences, with AI as a key catalyst in how we continue to innovate for customers and end users.
For organizations looking to take the next step in unifying their support strategy, Ozmo’s holistic support guide outlines a proven framework for connecting self-serve, conversational and assisted support. Download the guide to learn more.
