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AI has become remarkably good at answering questions — but customer experience should go beyond answers. It’s about resolution. Too often, AI fails when customers can’t easily explain what they’re seeing on their screen.

In this episode of Deep Learning with PolyAI, Jenn Cunningham sits down with Zaccari Scalzi of Cobrowse.io to explore why visual context is becoming essential for effective customer service AI. Together, they discuss how combining conversational AI with real-time visual grounding helps agents — human and AI — understand complex, multi-step customer journeys.

They cover:

• Why traditional bots break down in real customer interactions
• How visual context enables faster, more accurate resolution
• The difference between containment and true problem-solving
• How AI-to-human handoffs improve when everyone sees the same thing
• Why governance, consent, and privacy matter when AI “sees” the screen

The takeaway is simple: AI works best when it has full context. And for many customer journeys, that context is visual.

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