Don't just describe the fault. Show it.

Proposed addition to the call-logging flow in the AgentDesk app: while the customer describes the problem by voice, they can snap photos or record a short video — and each one lands in the timeline, at the exact moment it was taken. When Sarah says "here's what the display is showing" and takes a photo, the AI — like a human — knows exactly what that photo is supposed to show.

Logging a service callFitzwilliam Security Systems REC

Recording — call is being logged · 0:00

Sarah 0:04

It's the intruder alarm at Riverside again — the panel by the loading bay keeps beeping and showing a fault I don't really understand…

Assistant 0:12

Got it. If it's easier, just show me — take a photo of the panel display, or a short video of what it's doing.

Sarah 0:21

Okay — here's a photo of what the display is showing.

Photo 0:24

Photo

TAMPER Z12

Panel display0:24

Sarah 0:33

And this is the door contact it keeps complaining about — the bracket looks a bit loose to me.

Photo 0:37

Photo

Door contact0:37

Sarah 0:46

I'll take a quick video — watch, I clear the fault and it comes straight back.

Video 0:52

Video0:12

TAMPER Z12

▶

Clearing the fault0:52

Assistant 1:07

Perfect — I can see the zone 12 tamper coming back the moment you clear it. I have everything I need: your description, two photos and the video are on the call. Is that everything?

▲ scroll to review the conversation

Take photo Record video

✨ What the back office receives

Not attachments dumped on an email — the full timeline, with every photo and video read in the context of what Sarah was saying at that moment.

Panel identified photo · 0:24

HKC SecureWave 1070

Taken while Sarah said: "here's what the display is showing" — so the AI reads it as the panel display.

Displayed fault photo · 0:24

TAMPER — zone 12

Suspected part photo · 0:37

Loading-bay door contact — bracket visibly loose

Said at the time: "the bracket looks a bit loose to me" — the photo confirms it.

What the video shows video · 0:52

Fault cleared on the keypad; tamper warning returns within seconds — intermittent contact, not a one-off.

Enriched problem description voice + media timeline

Recurring tamper fault on zone 12 at Riverside Shopping Centre. Panel confirmed as HKC SecureWave 1070 (photo, 0:24). Customer's photo of the loading-bay door contact shows a loose bracket (0:37); video (0:52) shows the fault returning immediately after clearing. Full timeline, photos and video attached to the call.

Why the timeline matters: a photo on its own is a guess — a photo attached to the words spoken as it was taken is context. When Sarah says "here's the error on the display", the AI expects an error display and reads it accordingly, exactly as a human would.

Why it matters: the competition takes service calls on a phone line — words only. Because AgentDesk is an app on the customer's smartphone, the camera is right there: the engineer arrives having already seen the fault, with the right parts in the van.