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MEET SOPHIE AI: THE FUTURE OF SERVICE
* September 21, 2023
* By Jon Burg, Head of Strategy
* Company, Customer Experience
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Generative AI will be transformative for every enterprise. However, today’s
early Generative AI solutions lack context, and deliver a poor user experience.
These are the keys to unlocking mainstream adoption of Generative AI for service
and CX.
Using Generative AI should be as natural as chatting with a friend. As you chat,
you read your friend’s facial expressions and listen to the tone of their voice.
This provides invaluable context to your conversation. Similarly, Generative AI
must be multisensory, fusing text, voice, and vision to interact with and help
users naturally. AI that can interact naturally with users has the potential to
augment and automate every service interaction across every channel.
This is the vision behind Sophie AI, the world’s first multisensory AI platform
for the enterprise.
MEET SOPHIE AI
Sophie’s MultiSensory AI fuses data, text (LLMs), audio, speech and visual AI.
This enables Sophie AI to interact naturally with any user across any
environment, just like a real human would. Sophie AI can not only read and see,
but speak, hear and show users how to complete any task. As a Generative AI
enterprise platform, Sophie AI is built to secularly observe, learn and interact
at scale, helping your agents, engineers and end-customers.
DESIGNING SOPHIE: GENERATIVE AI FOR SERVICE & CX
We began working on Generative AI for service about seven years ago, as the
shortcomings of chatbots and virtual assistants like Siri and Alexa became
clear. These chatbots demanded a lot of effort from users and administrators.
Rarely were either left with a very positive experience.
In contrast, Sophie AI is trained like today’s human agents and engineers.
Sophie AI reads product documentation and support flows, observes customer
service and field service interactions, and learns at each step. This allows
Sophie AI’s applications to naturally and organically assist agents, engineers,
and customers in their context, using your best practices and operating
procedures to guide them to full resolution.
CLOSING THE AI DATA GAPS
Generative AI requires massive amounts of data and deep AI expertise. We are
privileged to be trusted by over a thousand leading enterprises who have already
deployed TechSee’s AI and visual assistance technology. This provides both the
scaled, secure service architecture for Sophie AI, and the first-party data our
enterprise customers need to customize AI for their needs.
Over the last three years, our R&D teams have developed the automation to allow
any enterprise to turn this ethically sourced data into transformational, fully
customized AI applications.
SOPHIE’S HUB AND SPOKE DESIGN
THE SOPHIE AI BRAIN
Sophie AI is a centralized, multisensory brain that powers multiple service
applications across the enterprise. This allows field service teams to learn
from the contact center, the contact center to learn from customer self-service,
and management to gain a 360° view of all service interactions.
Each secure Sophie AI is fully adapted to each enterprise and user persona
through powerful training and optimization. Sophie AI is trained using product
and process documentation, refined based on your service transcripts, gains
valuable context from CRM data, and product and service visuals, and takes
action through these same integrations. This provides a base layer of knowledge
and capability that grows with each new interaction, evolving and improving
through man-in-the-middle and fully autonomous feedback-improvement loops.
Furthermore, Sophie AI is built on state-of-the-art LLM management and
optimization technology. This unique architecture ensures that AI automation is
secure, accurate, and cost-effective.
SOPHIE AI APPLICATIONS
Your Sophie AI interacts with users through specialized applications, delivering
user and channel-appropriate experiences. For example, a chat interaction with a
website visitor differs from an email inquiry. A phone-based new user will
receive different guidance than an experienced field service engineer.
At launch, Sophie AI will power three unique applications: Auto Modeling, Sophie
AI Assistant and the Sophie AI Agent.
AUTO MODELING
Sophie AI starts by monitoring and learning from your service interactions. The
Auto Modeling application observes your visual customer support sessions and
autonomously builds it’s own visual AI models of your hardware and components.
To get started, you only need to provide a few sample image prompts so the AI
knows what to look for. The AI will walk you through the rest.
Video Player
http://techsee.me/wp-content/uploads/2023/09/Auto-Modeling-Demo-2.mp4
00:00
00:00
01:40
Use Up/Down Arrow keys to increase or decrease volume.
These models can be used as part of your automated self-service Visual Journeys,
through Sophie AI Assistant and the Sophie AI Agent. You can also use these
visual AI models within your own applications via our secure APIs.
SOPHIE AI ASSISTANT
Sophie AI Assistant provides contact center agents and field service engineers
with multisensory guidance for any issue they may face.
For example, during a TechSee Live call, the Sophie AI Assistant can help by
visually identifying the user’s specific model device. Agents or engineers can
chat with the AI Assistant, asking for clear guidance for this particular model.
The Sophie AI Assistant dynamically guides these internal users to full
resolution based on your internal best practices and documentation. The platform
learns from user feedback, continuously improving with scale. Furthermore, an
agent can ask the AI Assistant to help them take action through a third-party
system, such as ordering a replacement part, updating a billing address, or
issuing a refund. The possibilities are truly limitless.
SOPHIE AI AGENT
The full transformational value of Generative AI will be in customer service
automation. The Sophie AI Agent can handle any service channel, from chat
through phone calls and even video calls. Your Sophie AI Agent is not only
adapted to your unique brand look, tone and policies, but contextually
appropriate to each channel and user. As a multisensory AI, the Sophie AI Agent
takes full advantage of the latest visual AI and AR innovations to quickly and
effectively help customers address any issue.
For example, a customer trying to set up their new connected TV can open a video
chat session with your AI Agent. Your virtual agent will be able to interact
with them through voice and visuals, guiding them through each step in their
setup, activate their warranty and even upsell a new service plan.
SOPHIE AI: DELIVERING TOMORROW, TODAY
Generative AI can transform customer service and customer experience as we know
it. Unlocking this potential requires a new breed of AI to power an entirely new
user experience. Sophie’s MultiSensory AI enables natural interactions,
delivering smarter service and happier customers. Welcome to the future of
Customer Service Experience.
To learn more about Sophie AI, please contact us today.
JON BURG, HEAD OF STRATEGY
Jon Burg Led product marketing for Wibiya and Conduit, bringing new engagement
solutions to digital publishers, in addition to launching Protect360, the first
big-data powered mobile fraud solution. With 15 years of delivering value for
several other technological brands, Jon joined TechSee to lead its product
marketing strategy.
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