Agentic AI: How to Turn Passive Problem Recognition into Pro-active Resolution

Leading global vendor TechSee on the visionary CX power of its Sophie AI plug-in

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Agentic AI: How to Turn Passive Problem Recognition into Pro-active Resolution
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Published: December 17, 2024

Simon Wright - DP

Simon Wright

Don’t look now – AI has taken its next giant leap towards further transforming the customer experience. 

No longer confined to clever language processing and image recognition, agentic AI is a new breed of real-world smarts that don’t just identify problems but also interpret context and take action to solve them. 

Bridging the gap between passive recognition and proactive decision-making, it is able to receive photographs or videos from a customer with, say, a malfunctioning central heating boiler and send back instructions on how to fix it. 

For the customer, resolution of their issue is fast and convenient and, for the business providing the service, the cost of human agent intervention is tiny. Also, just imagine the volume of on-site engineer visits that are no longer required, saving vast amounts of time plus cost of vehicles, fuel, and everything else that goes with it. 

All businesses and their IT service providers must do to reap the rewards of this game-changing new technology is partner with a vendor that has the solution and the expertise to make it happen. 

 “Agentic AI transforms customer experience by addressing the ‘how’ instead of stopping at the ‘what’, empowering businesses to resolve complex problems, anticipate customer needs, and deliver meaningful outcomes,” says Katie Mamia, Vice President of Corporate Marketing at TechSee, the rapidly-growing leader in agentic AI deployment whose Sophie AI solution is helping businesses around the world leverage its significant benefits.  

 “A picture – or a video- speaks a thousand words, meaning there is so much information that can be gleaned by actually seeing an issue as opposed to it being described. Sophie contains millions of pieces of information and pictures about the products that it supports and, based on the images it is supplied with, uses that database to instantly identify a problem and then send a link to the customer which recommends actions or contains a video showing how to resolve things themselves. 

 “Research suggests that sending a field technician to a customer’s house to, say, fix a washing machine can cost a business between $100 and $500. Sophie can reduce that truck roll by up to 60%. The efficiencies – and the return on investment – are obvious.” 

Crucially, real-world problems are rarely straightforward. They involve multiple layers of complexity, requiring systems to navigate nuanced scenarios. For instance, troubleshooting a smart home setup isn’t just about identifying errors—it’s about understanding environmental factors, user behavior, and real-time data. Agentic AI thrives in these scenarios, delivering tailored solutions and empowering businesses to handle complexity with ease. 

For example, it doesn’t just identify a loose wire; it determines whether it’s safe to fix, guides the repair, or escalates it appropriately. 

“Artificial Intelligence has become a cornerstone of modern business, powering everything from language processing to image recognition,” says Mamia. “Yet, despite its impressive advancements, traditional AI remains constrained by its limitations. It can identify what it sees—a hotdog in a photo, for instance—but fails to answer deeper, more actionable questions such as is it real or fake? Should it be served or discarded? It’s not just about identifying the issue, it’s about solving it. It’s the difference between a helpful answer and a meaningful resolution. Nowhere is this shift more relevant than in customer experience, where the stakes are high, and seamless resolutions define success.” 

The technology was announced at Salesforce’s Dreamforce conference, the world’s largest CX event. 

 “It underscored an essential truth: the future of AI is here, and it’s about enabling action, not just recognition,” says Mamia. “Thanks to innovations like Sophie AI, businesses no longer have to settle for systems that merely recognize problems. Instead, they can gain solutions that anticipate, act, and deliver. It’s a future where vision meets action, and the results are nothing short of transformative.” 

To learn more about how TechSee can help your and your customers’ businesses leverage the benefits of agentic AI, click here. 

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