The next step of a Visual Transformation is where guided assistance  walks a customer through the process of capturing specific images before speaking to a live representative. In many cases, these are repetitive tasks that customers can achieve in self-service without involving a live rep at all, such as warranty verification, returns, product registration, and installation. If more help is needed, a warm transfer can allow a remote agent to access the visuals and pick up the case immediately. 

For example, a customer who wants to register a new coffee machine can be guided to upload images of the product, serial number, and proof of purchase. The system recognizes the model, validates the warranty, and automatically registers the product in seconds. If more assistance is needed, the customer is transferred to a live agent who already has all the information needed to continue helping the customer. 

Autonomous assistance
This is the most advanced stage of the Visual Transformation, where  service organizations can increase call deflection and reduce customer effort with visual, interactive guidance powered by Computer Vision AI.  The visual customer assistant can deliver full self-service resolutions without interactions with human agents – think of this as a chatbot that can see. The visual assistant can recognize the  product and its parts, identify the issue, and provide the resolution for the customer.

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