About Irma

Hello Irma designs and sells sensors and custom hardware solutions for private and domestic customers. To support these products in the real world, Irma partners with ExpertHQ to provide local, human assistance without building a global technical support organization.

The Challenge

Most customer issues happen during installation or routine maintenance of cameras and sensors. Irma ships products to many locations but does not have technical staff everywhere, and building a global support team is not part of its strategy. As a result, the default solution was often to send replacements even when devices were functioning correctly and only needed small adjustments. While Irma is developing an AI agent to guide customers through basic troubleshooting, many issues still require hands-on help. Customers want a working solution, not to act as technical staff themselves.

The Solution

ExpertHQ assembled a distributed network of local experts with basic electrical or engineering backgrounds who can respond to Irma’s customer requests. These experts act as the second line of support when Irma’s AI agent cannot resolve an issue remotely. The handoff between AI and human support is seamless, allowing customers to move from self-service to in-person help without friction. ExpertHQ also helps locate, recruit, and train these responders across cities in North America, with plans to expand to other regions.

Results

Irma gains a scalable expansion path without the cost of a permanent global support footprint. Fewer devices are replaced unnecessarily, customer issues are resolved faster, and the AI agent evolves into a coordinator and supervisor for a hybrid human and AI support system.