Enhanced Self-Service

• Visual Problem Resolution

  • Customers photograph or video product issues
  • Send via preferred messaging platform
  • AI analyzes visuals to identify problems
  • Provides customized troubleshooting steps
  • Escalates to human agents when necessary

• Document-Aware Support

  • Customers upload receipts, invoices, or statements
  • AI extracts relevant information
  • Answers questions based on document content
  • Initiates returns, refunds, or adjustments

Agent Augmentation

• Real-Time Agent Assistant

  • Monitors customer-agent conversations
  • Suggests responses based on context
  • Retrieves relevant information from knowledge base
  • Automates post-interaction tasks

• Multimodal Interaction Console

  • Agents and customers can seamlessly switch between:
    • Text chat
    • Voice calls
    • Screen sharing
    • Document collaboration
  • AI maintains context across modalities
  • Provides real-time translation when needed

Impact Metrics:

• 47% increase in first-contact resolution
• 35% reduction in average handle time
• 25% improvement in CSAT scores
• 40% decrease in escalations to supervisors