The Future of Customer Support Gets Visual – and Real

In this discussion, host Rhys Fisher sits down with Zac Scalzi, Director of Sales at Cobrowse, and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc. Together, they explore how visual intelligence, AI augmentation, and agent-first design are redefining digital customer support. If you're navigating AI adoption, struggling with fragmented customer journeys, or simply want real-world proof of what next-gen support can deliver, this conversation is absolutely worth your time. What happens when a seven-year partnership between a fintech staple and a fast-scaling tech innovator collides with the rise of AI? Scalzi and Roberts break down the real impact of Cobrowse’s visual intelligence – on customers, on agents, and on CX strategy as a whole. Hear how Quicken cut average handle time by over six minutes, boosted TNPS, and prepared to launch one of the most practical, grounded AI deployments in the market. Then dive deeper into why visual context is becoming the missing link between reference-based chatbots and truly agentic AI. Key Highlights 🔴 How Cobrowse evolved from a two-person startup to powering Fortune 100 enterprises 🔴 Quicken’s measurable gains: faster support, happier customers, and reduced agent burden 🔴 Why AI must evolve from “information lookup” to true contextual understanding 🔴 Lessons for enterprises tiptoeing into AI without breaking trust or customer experience Explore how visual intelligence can accelerate your digital transformation Map one customer journey and identify where contextual AI could immediately unblock friction Subscribe to CX Today for more vendor + customer deep dives Learn more about Cobrowse AI’s capabilities via their website or demo resources