Customer support matters. When customer support experiences can make the difference between customer retention and customers walking away, companies need to prioritize the customer support systems they have in place. The shift from traditional AI (text and voice options) to visual and multimodal AI empowers businesses to better address complex customer problems with more empathetic and efficient AI capabilities.
What is Visual AI and Why It Matters
Visual AI is a discipline of computer science that teaches machines to make sense of images and visual data in the same way humans do. Not only can this technology analyze visual data, but it also learns from it and makes decisions independently. While there is some overlap, the differences between visual AI and text- or voice-based AI are in the names. Visual AI can help businesses by sorting objects or converting images and videos into insights, while text AI is capable of text recognition, speech-to-text conversion, machine translation, and content generation.
Industries that are finding visual AI particularly impactful include insurance, healthcare, and retail. One example is car insurance companies, which have to estimate damages based on videos or images of a car accident. Visual AI can assist by analyzing damaged cars according to their color, size, and other factors that contribute to appraising value, as well as determining if further investigation is needed.
There are many advantages to using visual AI in customer support. Visual AI increases a company’s efficiency by analyzing larger volumes of visual data more quickly than humans. Additionally, visual AI doesn’t experience fatigue or decreased performance from repetitive tasks, providing more opportunities for customers to visually convey their concerns and enhancing the problem-solving process.
Other advantages of visual AI in customer support include a reduction in technician dispatch, better accuracy in resolving problems, shorter wait times, and a more pleasant customer experience.
Visual AI with TechSee
Improving customer service for various industries is TechSee, whose Sophia AI platform is designed to provide fast, efficient, and happier customer experiences. Sophia AI leverages visuals and multimodal AI to simplify support, delivering a visually interactive, human-like support experience. TechSee’s platform has proven its worth, demonstrating its capability of boosting first-time fixes to customer problems and decreasing customer wait times.
CEO of TechSee, Eitan Cohen, said, “Customer experience should not just embrace AI; it must be fundamentally transformed by it. At TechSee, our goal is to empower businesses to deliver seamless, visually interactive support that enhances every interaction.”
Emphasizing the value of strong governance, data integrity, and building customer trust, TechSee aims to positively change customer support experiences through highly personalized, 24/7 engagements.
Challenges of Visual AI
Visual AI does not come without its challenges. One of the biggest hurdles is the quality and integrity of the data, particularly when it comes to lighting. Various lighting conditions can significantly affect the appearance of objects in photographs or videos. While humans naturally adjust to lighting conditions, visual AI systems struggle more with image and video processing when lighting impacts data quality.
Addressing these common challenges requires:
- Ensuring data quality and integrity.
- Establishing governance for responsible AI learning.
- Building and maintaining customer trust with AI solutions.
- Adopting best practices to overcome technical limitations.
A Promising Future
With the brain’s surface mostly dedicated to taking in and analyzing what you see, the future of visual AI is bright. Visual AI’s ability to perceive, reason, and act according to visual data enhances the customer experience and allows real-life staff members to focus on tasks that they are more equipped for. By analyzing more visual data quickly, companies and customers alike can reap the benefits of visual insights.
Beyond customer service, visual AI is poised to play an increasing role in industries such as healthcare, transportation, and education, fostering new forms of collaboration and creativity.
