Twilio > Case Studies > Yembo's AI and Twilio Video Transform the Moving Industry

Yembo's AI and Twilio Video Transform the Moving Industry

Technology Category

Other - Battery
Sensors - Camera / Video Systems

Applicable Industries

Cement
Telecommunications

Applicable Functions

Product Research & Development
Warehouse & Inventory Management

Use Cases

Computer Vision
Visual Quality Detection

Services

System Integration

About The Customer

Yembo's customers are primarily individuals or families who are moving homes and require assistance with the process. These customers find the traditional moving process stressful and time-consuming, particularly the need to catalogue every item in their home for the movers. They are looking for innovative, easy-to-use solutions that can simplify the moving process and reduce the associated stress. They value transparency, efficiency, and convenience, and are open to using digital tools and technologies to achieve a smoother moving experience. The customers are also concerned about safety, especially in the context of the COVID-19 pandemic, and appreciate solutions that minimize the need for in-person interactions.

The Challenge

Moving homes is a notoriously stressful process, with logistics planning, communication with movers, and setting up the new space being major challenges. Research indicates that one in five Americans find moving more stressful than planning a wedding, and one in 10 equate it to a week in jail. The traditional moving process is disliked by many, and with an average of 40 million Americans relocating each year, there is a high demand for innovative alternatives. The moving industry, being complicated and traditional, posed a significant challenge to Yembo's founders, Zach Rattner and Siddharth Mohan, who aimed to bring ease and transparency to the industry through cutting-edge technology. The main problem was the need for a trained expert to visually inspect the location and individual items to understand what the job entails. This visual information was traditionally collected via in-person visits that were difficult to schedule, and phone calls that required customers to spend up to two hours cataloguing the items in their home.

The Solution

Yembo's team developed an innovative solution that allows customers to survey their home through videos recorded and uploaded on their own time. These videos are then analyzed by Yembo’s proprietary technology using deep learning and visual object tracking to create an accurate digital visual inventory list. This solution was a significant advancement in the customer experience. However, the team aimed to further innovate the moving process, especially in light of new concerns introduced by the pandemic. They developed Smart Consult, a patent-pending guided video survey tool that connects movers with customers in real time while their AI performs its cataloguing function simultaneously. By integrating Twilio Programmable Video APIs with their own AI tech, the team created a video solution for Smart Consult that could reliably meet all needs. Customers receive a link via Twilio Programmable Messaging that takes them directly to a video call in their web browser with just one click, no third-party apps or downloads required. On the call, the mover and customer can collaborate to get the most accurate data while the AI identifies objects and determines what packing materials are needed.

Operational Impact

The implementation of Yembo's AI technology and Twilio Video has transformed the moving process, making it more efficient, transparent, and customer-friendly. The Smart Consult tool has enabled real-time communication between movers and customers, allowing for a more interactive and personalized moving experience. The AI technology has automated the process of identifying objects and determining packing materials, reducing the burden on customers and ensuring accuracy. The video calls can be recorded for later reference, ensuring that all parties are on the same page and reducing the likelihood of misunderstandings or surprises. The solution has also addressed safety concerns related to the pandemic by minimizing the need for in-person interactions. Overall, Yembo's solution has significantly improved the customer experience in the moving industry, setting a new standard for digital transformation in the sector.

Quantitative Benefit