ADT Virtual Assistance appointments are conducted utilising customer’s smart phone, allowing trained ADT specialists to hold a two-way video conversation with customers to guide them through more common tasks without having to schedule an in-home visit.

“ADT Virtual Assistance accommodates the customer’s schedule, providing greater convenience and flexibility for many service tasks. During our ADT Virtual Assistance pilot phase, we’re currently helping more than 4,000 customers every day, and our 30-minute service window makes it very convenient to quickly perform simple tasks and resolve issues with very little interruption to our customer’s day,” says Don Young, Executive Vice President and Chief Operating Officer.

ADT also expects to begin Virtual Assistance installation support for residential customers later this month. Customers will be able to order new devices by phone from ADT and have them shipped directly to their home. During their Virtual Assistance installation appointment, an ADT specialist will provide step-by-step live video guidance to help customers replace or add new devices to their ADT smart home security system.

“ADT Virtual Assistance has a triple benefit: a great customer experience, cost savings for our customers and our company, and it helps to greatly reduce our environmental impact by eliminating thousands of ADT vehicle trips each day, which complements our ESG programme pillar of environmental management," adds Young.

Since the ADT Virtual Assistance pilot launched in 2021, the company has registered many positive results including reduced environmental impact. From October 2021 to June 2022, ADT conducted 440,000 fewer vehicle trips when ADT Virtual Assistance was utilised as an alternative for an in-person technician visit, which the company concludes, equates to a reduction of nearly 8,000 tons of greenhouse gas emissions.

Workforce efficiency and flexibility benefits have also been noted. In the pilot phase, ADT Virtual Assistance accounted for more than 40 percent of ADT’s service appointments and enabled ADT specialists to help customers from virtually anywhere in the United States, working from the locations and times that fit their individual workstyles.