Help customers move past the first obstacle.
Visual AI agents understand where the customer is, adapt the guidance and bring in an expert when needed.
- Who it’s for
- Support leaders reducing avoidable contacts; customers completing repeatable tasks with visual AI agents.
- Where to start
- Help customers set up a product, replace a part, register it or share warranty evidence.
- What you get
- An understandable next step, with a route to human help when the task needs more attention.
On this page
Replace the filter. Know the next check.
A new filter. Where to start?
The customer wants clean air again, but isn’t sure which replacement steps apply. Sophie uses the visible task and matching instructions to explain the next check.
Read both sides of the story
Replace the filter. Know the next check.
1. The problem
Customer experience: A new filter. Where to start?
The customer wants clean air again, but isn’t sure which replacement steps apply. Sophie uses the visible task and matching instructions to explain the next check.
Your team’s view: Start with guidance your team approves.
Your team supplies and reviews the relevant product instructions. Those approved instructions support automated customer guidance, with human support available through the configured escalation path.
2. The help
Customer experience: Follow the instruction for this model.
With the purifier safely disconnected as instructed, the customer reviews the replacement guidance for their model, then completes the manufacturer’s specified check. Follow the manufacturer’s isolation, replacement and restart instructions for the confirmed model.
Your team’s view: Keep the task and guidance aligned.
The automated journey relates the shared view and customer’s answers to approved instructions. A blocked step can lead to human support through the configured workflow. Follow the manufacturer’s isolation, replacement and restart instructions for the confirmed model.
3. The outcome
Customer experience: A completed task. A clear answer.
The customer reports completing the replacement and check. If help is still needed, their attempted steps can follow them to support.
Your team’s view: The next specialist starts informed.
Available observations and attempted actions accompany the unresolved question, so the customer need not reconstruct the journey.
Customer result: Customer reports completing the replacement and prescribed check.
Retained context: Observations, attempted steps and remaining question.
See where Sophie Self-Service fits.
Automate clear tasks and preserve a path to a specialist.
Guided self-service
Context-aware automation
- Visual evidence
- Shared appliance view
- Completed step
- Filter replaced
- Current state
- Issue persists
Photos, completed steps, and current state stay together.
Context-rich escalation
Works with your stack: Existing systems, policies, permissions, and teams remain authoritative.
Resolve the task. Avoid the next call.
Automate repeatable setup and replacement tasks to reduce avoidable contacts and support cost. Give customers a useful check before a product becomes an unnecessary return.
When the task needs a specialist: Sophie Live →Implementation questions
Start with approved knowledge
Choose one task and its supported equipment. Assign an owner to approve the instructions and keep versions current.
Guide with more than text
Sophie combines chat, speech and augmented-reality guidance. Configure the journey, branding and handoff to a human around the task.
Design the handoff
Set escalation rules for uncertain, incomplete or out-of-scope checks. Specify which observations, attempted actions and unresolved questions reach the receiving team.
Specify the approved instruction and version, customer inputs, steps attempted and reported outcome that your configured handoff should retain.