SightCall & Topcon: Rethinking Service & Support with Video Intelligence

In this fireside chat, SightCall’s David Swift sits down with Ben Huber of Topcon to explore how video intelligence is transforming service and support for complex field operations. Drawing from more than 20 years of experience in technical support, professional services, analytics, and platform operations, Ben shares real-world stories from the construction and agriculture industries. From preventing costly field visits with live video troubleshooting to capturing expert knowledge for future training, this conversation dives into what actually creates value in modern service organizations. Topics include: Why “customer service is the business of bad news” How live video accelerates troubleshooting and reduces downtime The hidden costs of unresolved field issues Why integrated platforms matter more than standalone tools How AI and virtual agents can augment, not replace, human expertise The future of knowledge capture and onboarding in field service Why traditional support metrics often fail complex service organizations You’ll also hear practical advice for service leaders on measuring what customers truly value, improving technician experience, and scaling expertise without losing the human element.