Replace Text Tickets with AI Video Support
Replace text-only support forms with video ticketing. Customers show the problem on screen — AI transcribes, detects severity, and auto-routes to the right team.
Video context eliminates the back-and-forth clarification loop
Video Forms
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Sound familiar?
“Your average ticket resolution time is 3 days. Most of that is gathering context you could have captured in the first 30 seconds.”
Measured Impact
Step-by-Step Guide
How Replace Text Tickets with AI Video Support Works
A step-by-step guide.
MagnetCustomer records the issue
Embed a RecRam "Report Issue" button anywhere: your app, help center, or email footer. Customer clicks, records their screen + voice in 60 seconds. No account needed, no app to install.
Add the button to your help center homepage, app sidebar, and error pages — meet customers at the moment of frustration, not buried three clicks into a menu
Customers record on mobile or desktop without app install or account creation — camera permission is the only requirement. Average recording time is 45 seconds: faster than typing a detailed description
Optional structured fields alongside the video: category dropdown, order number, device type — enough context for routing without blocking the recording with a long form
Add a real-time prompt in the widget: "Including your screen? Click 'Share Screen' for the fastest resolution." Screen recordings reduce clarification back-and-forth by 80% vs webcam-only reports.
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AI auto-classifies and routes
AI transcribes the video, detects emotion (frustrated = P1, confused = P2, neutral = general), extracts the issue category, and fires the right webhook. P1 bugs auto-create Jira tickets; general queries go to email queue.
AI extracts the core issue in one sentence: "Customer cannot complete checkout on mobile Chrome — card field fails at step 3" — agents read the summary before watching the video, skipping to the relevant moment
Severity scoring is tone-aware: the same words in a calm voice vs a frustrated voice produce different priority scores — AI catches what a keyword match alone would miss
Auto-route logic runs without human review: billing disputes → billing team, login issues → auth team, feature requests → product backlog — fully configurable keyword + sentiment rules
Add a keyword rule: if transcript contains "cancel" or "refund" → route to retention team, not support. Stop churning customers before they disappear.
RoomAgent replies via async Room video
Instead of typing a long reply, the agent records a 2-minute Room video: "I watched your recording — here's exactly what's happening and how to fix it." Customer watches on their own time. Resolution in one exchange.
Agent records a screen share walkthrough: "Let me show you exactly what to do — step 1 is here, step 2 here..." — visual explanation, not written instructions that require interpretation
Customer watches the resolution video on their own schedule and replies with a follow-up question inside the same Room thread — full conversation history, no separate ticket
If the issue persists, customer replies with a second video showing the remaining problem — agent sees the exact current state without scheduling another call or requesting screenshots
Keep resolution videos under 3 minutes. Agents who batch-record solutions for 5–10 similar issues handle 4× more tickets per day than those who write custom replies for every ticket.
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