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In the realm of customer experience (CX), the fusion of visual technologies and artificial intelligence (AI) has given rise to a transformative force: Visual AI. But what exactly is it, and how does it redefine the way businesses interact with their customers? Let’s explore its capabilities and its profound impact on CX operations.
What is Visual AI
Visual AI, also known as computer vision, is a subfield of artificial intelligence that enables computers to interpret and understand the visual world. It involves the development of algorithms and techniques that allow machines to “see” and make sense of digital images, videos, and other visual data.
One helpful way to easily understand Visual AI is to think about it as visual intelligence. They say that a picture is worth a thousand words. Visual AI is AI that processes an image or video, understanding every element of what is in the image or video.
The Building Blocks of Visual Intelligence
There are dozens of types of Visual AI, each with its own capabilities and use cases. For example, face identification can be used to confirm that a person matches their photo ID. In the realm of customer experience, there are typically four types of Visual AI used to supercharge automation.
- OCR/Text Analysis: Extracts text from images, enabling the AI to automate manual text entry by understanding and processing the text in an image or video.
- Generic Classification: Categorizes images into broad categories, such as identifying whether an image contains a person, a car, or a landscape.
- Large Visual Models: Utilize generative AI to understand or interpret an image. This can include OCR or text analysis capabilities, and more. Like all Generative AI, LVMs face quality, consistency, and cost challenges.
- Custom Classification: Recognizes specific objects or scenarios relevant to a particular industry or use case. For example, custom classification models can identify a specific make and model EV charger or window security sensor.
- Sub-Component Analysis/Diagnostics: Analyzes the intricate details within an image, identifying individual components and their status. This highly detailed model is typically used to determine the status of a device, diagnose potential issues, or automate user guidance.
Unveiling the Power of Visuals for Automation
Visual AI, in essence, empowers machines to “see” and interpret the visual world, much like humans do. It encompasses a spectrum of technologies that enable computers to analyze and understand images and videos, extracting valuable insights and enabling intelligent decision-making.
From deciphering text within images (OCR) to identifying objects and diagnosing complex issues, Visual AI’s applications are vast and multifaceted, and many have already been tried and tested:
- Troubleshooting and Repairs: Customers can show issues through video chat, allowing agents to visually diagnose problems and guide them through solutions remotely. This reduces the need for in-person visits (technician dispatches) or product returns – improving revenues and customer satisfaction.
- Product Set-Up and Onboarding: Guide customers through even the most complex installation processes with step-by-step visual instructions, ensuring they get up and running quickly and correctly.
- Remote Property Inspections / Appraisals: Property managers and contractors can conduct virtual inspections and provide immediate proposals, saving time and resources while improving CSAT.
Of course, these applications are just a few of the ways Visual AI is transforming customer experiences across different industries. While CX operations across the board stand to be upgraded with correct AI implementation, a few industries are already way ahead when it comes to integrating Visual AI:
- Retail: Enhances the online shopping experience by enabling virtual try-ons for clothing and accessories, or by providing personalized product recommendations based on a customer’s style preferences.
- Telecommunications: Streamlines customer support by enabling technicians to remotely diagnose and troubleshoot issues with customers’ devices, reducing the need for costly on-site visits and improving first-time fix rates.
- Insurance: Visual AI can expedite claims processing by automating damage assessment and fraud detection, leading to faster payouts and improved customer satisfaction.
- Electronics: Simplifies setup, onboarding, and troubleshooting with visual guides, reducing product return rates and improving LTV. Also assists call center staff in navigating complex support documentation for thousands of products, reducing AHT while improving FCR.
VRAi: Supercharging Salesforce Agentforce with Visual Intelligence
TechSee’s VRAi harnesses the power of Visual AI to elevate Salesforce VRA (Visual Remote Assistant) to new heights. By seamlessly integrating with your Salesforce environment, VRAi empowers Agentforce to help customers, agents, and technicians with real-time visual insights, enabling them to automate, diagnose, and resolve issues with unprecedented speed and accuracy.
Key Benefits of VRAi:
- Automated, Customized Visual AI Training: VRAi learns from your VRA sessions, continuously improving its accuracy and tailoring its capabilities to your specific needs.
- Comprehensive Understanding: VRAi can identify product makes and models, read text, and diagnose issues from images or videos.
- Seamless Integration: VRAi integrates natively with Salesforce, ensuring a smooth deployment and maximum flexibility.
- Enhanced CX Operations: VRAi streamlines troubleshooting, job verification, registrations, returns, onboarding, and setup processes, leading to improved efficiency and customer satisfaction.
Unlocking the Potential of Visual Intelligence
Visual AI is not just a technological marvel; it’s a catalyst for transforming CX operations across industries. Empowering businesses to “see” and understand customer issues in real time enables faster, more accurate resolutions, leading to improved customer satisfaction, reduced costs, and increased operational efficiency.
As Visual AI continues to evolve, its potential applications increase exponentially. From revolutionizing customer support to optimizing field service operations, it’s poised to reshape the way businesses interact with their customers and the world around them.
Embrace the Future of CX with Visual AI
The integration of visual intelligence into CX operations is no longer a luxury; it’s a necessity for businesses that strive to deliver exceptional customer experiences in today’s competitive landscape. By embracing the power of Visual AI, you can unlock new levels of efficiency, accuracy, and customer satisfaction, setting your business on a path to success in the digital age.
Ready to elevate your CX operations with Visual AI? Explore TechSee’s Sophie AI and VRAi capabilities and discover how they can transform your business.
