Sophie Live
Improve your contact center performance with visual remote support, AR guidance, integrated AI Assist, and so much more.
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Supercharge Your Team with Visual Remote Support
Help your agents resolve issues faster and more easily. Sophie Live bridges the visual gap between your customers and contact centers. With remote visual customer assistance, your agents see exactly what your customers see.
Sophie’s Agent Assist actively monitors calls, proactively, visually guiding your agents improve FTR and AHT. Augmented reality helps agents easily guide even the most technically challenged users to full resolution. And that’s just the start.
AI Agents Deflect Calls & Improve Agent Performance
Visual Agentic AI powers with self-service that can see, guide and resolve customer issues.
Reduce contact center volume by improving self-service containment, introducing new call deflection capabilities. Visual context when self-service users escalate to agents further accelerates resolution. The net result? Faster resolution, better first-call-resolution, and improved customer satisfaction.
Powerful, Built-In Applications
Make the Invisible, Visible
Sophie Live is proven to supercharge agent performance – reducing handling times and customer churn, while improving first-time resolution rates.
Powerful, visual applications level-up every team member. Connectivity Guru helps agents visually understand, explain and guide customers with WiFi or cellular connectivity issues. Deliver visual support across every platform with integrated screen sharing, mobile mirroring and app mirroring. The possibilities are limitless.
Leverage Your Contact Center to Unlock Visual Agentic AI
Turn Great Service Into Smart AI
Great experience is a terrible thing to waste. Sophie AI learns every service interaction, building custom AI Knowledge models.
These robust AI models learn how to identify, setup and troubleshoot your hardware. So you can keep improving your contact center, self service and field service.
WHAT OUR CUSTOMERS ARE SAYING
"TechSee helps with the ABB sustainability culture as we are reducing the amount of miles by over 2,000 a month in the UK alone. We are not having to send engineers out on site on jobs which are simple fixes while proactively diagnosing problems and improving FTF rate."
"With TechSee it is possible for us to book home inspections, but these can now be done by the supervisor from home or in the office, bringing efficiencies by eliminating travel time and fuel costs."
"With the pandemic people are very concerned… to be able to use TechSee to virtually enter someone’s home and still alleviate their concerns about their health has been something we can’t replace."
"The ability for us to deploy something like TechSee with a virtual component and alleviate [customer] concerns of having somebody come into their homes, there’s a certain level of appreciation and unbelievably positive satisfaction."
"TechSee empowers our agents to provide a more effective and efficient service and a better customer experience to our clients."
"With TechSee, we are able to resolve a significant number of customer issues remotely, together with the customer, without having to send technicians."
"Being able to take an efficiency that makes your people more productive, to make their job satisfaction even higher is what this technology has brought."
"TechSee helps us by reducing the cost of processing because we can handle the claim first time. The agent can see the damage, estimate the cost and help the customer there and then."
"When we saw TechSee it was simple but at the same time it was transformative. We saw enormous cost savings in customer site visits and first-time resolutions. Agents and customers were happier."
Resources
Receive live video from the customer’s smartphone on the agent’s dashboard over web; no-app download required.
Go even further, with two-way video: ideal for face-to-face interactions or to physically demonstrate actions to remote customers.
With low-bandwidth requirements, and automated switch over to Photo Mode when bandwidth is even lower, Sophie Live is always here to help you See the Solution.
Supercharge your agent performance, with Sophie Live’s Agent Assist.
Assist’s AI automatically sees what the agent sees, enabling Sophie AI to identify a specific make and model, extract text from an image, scan a barcode, visually diagnose issues, and guide agents step-by-step to full resolution.
The result?
Faster resolutions, better first-time-resolution, reduced training costs, and higher customer lifetime value.
Deliver faster, easier service for any connectivity issue with Connectivity Guru. Agents enjoy
- Deep connectivity insights across iOS and Android
- Integrated Agent Assist that helps agents understand technical connectivity issues like channel congestion, and guides agents step-by-step to full resolution.
- 3D visual connectivity heatmaps helps agents and customers understand where and why WiFi or cellular connectivity are weak – and how to improve.
- Build the agent and customer confidence to unlock upsales and expansion.
Easily and automatically empower your agents and your AI with digital twins of the customer’s environment.
Sophie AI turns simple visual scans into secure, anonymous 3D digital twins. These digital twins present accurate 3D spatial maps of the customer environment. Sophie AI can also automatically visually identify the objects in the scanned environment such as windows, doors, televisions and more – inserting them into the 3d digital twin. This is ideal for home security, telecom, smart home and insurance use cases.
Whether you need a full home scan, or something as simple as a virtual measurement of the distance between two spaces for remote appliance sales, Sophie Live has helps you See the Solution.
With the Sophie AI Platform, data from each interaction is captured and securely synced with your backend systems (e.g. CRM records).
Ensure seamless continuity and a streamlines support experiecne across service teams and business units by automatically saving screenshots from Sophie Live and Sophie Agentic AI sessions, Sophie AI analyses and session notes, 3D digital twins of the customer environment, Connectivity Guru insights into connectivity statuses, and more.
These visual service insights are incredibly powerful, unlocking opportunities for holistic service trend analyses, proactive upsales and support interactions, and more.
Looking to help customers navigate your website, fix a smartphone issue, or provide mobile app support? Sophie Live’s native screen-sharing capabilities have you covered.
Enable agents to guide customers by non-intrusively sharing a single mobile app, their entire mobile screen, or even their desktop.
Allow customers to share photos with a single click, on demand or when connectivity is weak or down.
Send text messages, including predefined phrases and links, during visual sessions.
Check network connectivity in different locations within the customer’s premises.
TechSee Live Contact Centers DataSheet
Learn all about TechSee's intelligent visual support solution for contact centers.
Vodafone NZ - Visual Support - TechSee
See how Vodafone NZ is using TechSee Live Contact Center
The Benefits of Visual Engagement for Contact Centers
An in-depth analysis of how 3 Customer Service KPIs are dramatically affected by visual engagement: NPS, FCR and Truck Rolls.
See it for yourself.
