Bringing Vision to Customer Support: A New Era in CX with TechSee

By Eitan Cohen, CEO of TechSee

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Bringing Vision to Customer Support: A New Era in CX with TechSee
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Published: October 28, 2024

Guest Blogger

In the realm of customer service experience (CSX), the real challenge isn’t just adopting new technologies – it’s leveraging them to enhance service for customers, agents, and organizations. TechSee was born from the need to simplify interactions, making service smarter, faster, and more intuitive. Its mission: illuminate customer journeys using visual augmentation and AI, enhancing agent experiences while reducing operational costs.

Introducing Agentic AI

Agentic AI is more than a technological advancement – it’s a fundamental shift in customer service. It merges human insight with AI’s predictive power to automate more of the customer-service provider interaction. Agentic AI doesn’t replace human agents but enhances their ability to provide exceptional service, creating a seamless, intuitive experience.

Imagine setting up a router. Instead of navigating complex manuals, you receive a link via SMS. One-click connects your phone camera to our visual platform, where our AI-powered agent guides you through each step. Visual intelligence transforms the interaction from “Tell me about your problem” to “Show me your issue” and “Here’s how we solve this, together.”

Empowering Human-AI Collaboration

The essence of Agentic AI lies in empowering agents and customers. It frees agents to focus on high-value tasks by automating everything from routine to the most complex issues. Multimodal AI technology understands customers’ needs accurately and efficiently, offering a smart pair of eyes and ears, while Agentic AI enables the AI to take action for the user. This fusion of multimodal AI, which powers context-rich, human-like visual, voice, and text interactions, and agentic AI, where the AI completes actions like ordering a replacement or updating a record, represents a fundamental shift in CSX.

This transition moves from asking the customer to work around the company’s limitations (e.g., describe your problem in a way our chatbot will understand) to a more customer-centric approach. Having trouble describing your issue? Share a video. Does the AI need to offer guidance? Use AI to visually guide the customer. Need step-by-step guidance? Today’s advanced cognition or logic capabilities make this vision a reality. Need to activate or provision that customer’s account? Now this, too, is attainable.

In high-stakes industries like home security, telecom, smart home, and automotive, the precision and speed offered by visual intelligence redefine CX, turning support interactions into human-centered, precise problem-solving sessions and reducing technician dispatches.

Sophie AI: Elevating Customer Support

Sophie AI is TechSee’s flagship solution and exemplifies this balance. Sophie enhances agents’ ability to deliver exceptional service by leveraging visual intelligence. It guides customers through issue resolution independently while providing agents with critical insights when needed. This ensures customer support remains personal and scalable.

For instance, a smart home provider in the Fortune 500 achieved up to an 80% reduction in truck rolls, demonstrating how visual intelligence drives both efficiency and sustainability.

Unlocking Full Potential with Visual Components

Automation alone isn’t enough for true transformation. Integrating a visual component allows AI to understand and respond to the customer’s environment in real-time. This visual layer is critical for realizing Agentic AI’s full potential, enabling a multimodal system utilizing video, voice, and data for comprehensive, user-friendly support.

This visual integration is revolutionizing industries like telecommunications and home security, making it necessary for those aiming to scale while maintaining high customer satisfaction.

The Future of Customer Support

The market for visual augmentation is reaching a critical turning point. Companies must thoughtfully adopt emerging technologies to meet evolving customer expectations and strategic goals. TechSee’s research reveals that over 70 percent of industry leaders plan to integrate real-time visual data into customer support in the coming years. This shift toward Agentic AI is set to redefine the future of customer interactions.

Tomorrow’s customers expect seamless, guided experiences that build trust and loyalty. The future of customer support is visual, intelligent, and built on trust.

Find out more about TechSee here.

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