Is visual context the missing link in AI for CX?

Send us Fan MailAI 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 interactionsHow visual context enables faster, more accurate resolutionThe difference between containment and true problem-solvingHow AI-to-human handoffs improve when everyone sees the same thingWhy governance, consent, and privacy matter when AI “sees” the screenThe takeaway is simple: AI works best when it has full context. And for many customer journeys, that context is visual.Follow PolyAI on LinkedInWatch this and other episodes of the Deep Learning pod on YouTube