In an era when customer interactions are defined by agility, personalization and immediacy, businesses are embracing integrated solutions that blend human touchpoints with artificial intelligence (AI)-assisted capabilities. Customer experience (CX) is rapidly evolving beyond the traditional voice-and-text paradigm.

This article was written by Haris Ninios, CEO of Auvious, a Genesys AppFoundry Partner.

In an era when customer interactions are defined by agility, personalization and immediacy, businesses are embracing integrated solutions that blend human touchpoints with artificial intelligence (AI)-assisted capabilities. Customer experience (CX) is rapidly evolving beyond the traditional voice-and-text paradigm.

One way companies can transform customer service experiences is by delivering a dynamic visual engagement channel, enhanced by an “AI-first” strategy.

AI-first means that automation, intelligent chatbots and predictive analytics power everyday interactions. Yet, rather than replacing humans, these technologies augment human agents to offer richer, more meaningful connections.

  • AI as a powerful guide: Machine learning algorithms, natural language processing and real-time analytics enable organizations to quickly handle routine tasks and predict customer needs.
  • Augment human abilities: When AI and human agents work together seamlessly, customers benefit from faster response times and higher accuracy. More complex or emotionally charged inquiries are directed to specialized agents — armed with insights from AI — to provide empathetic, tailored assistance.

This blend of AI and human empathy helps to ensure that contact centers become strategic hubs of proactive, insight-driven engagement. And by layering video capabilities on top of AI-enabled interactions, organizations can move from standard support to immersive CX that puts both visual context and deep expertise at the forefront.

4 Benefits of AI-Powered Visual Engagement

1. Personalized Customer Journeys

Visual interactions are naturally more personalized. By merging AI-driven insights with live video, you create moments of empathy and high-value support that drive customer loyalty.

2. Faster Resolution Times

Issues that once required lengthy back-and-forth via email or chat can be solved in real time. Agents see the problem, guide the customer through solutions, and can close cases significantly faster — freeing up resources to handle other tasks.

3. Reduced Operational Costs

Self-service and AI-first automation filter out repetitive inquiries, allowing your human agents to focus on more complex tasks. With video aiding in quick diagnosis, your organization spends less time on escalations and re-routes interactions.

4. Stronger Brand Reputation

In the digital era, CX makes or breaks your brand. Offering top-tier video support — bolstered by real-time intelligence — tells your customers you value their time and strive to provide an innovative, responsive experience.

Reaching New Levels of Personalized Customer Support

Streamlining communications and empowering agents and customers with a real-time video engagement platform can help companies offer new levels of personalized customer support. And, ultimately, this helps them rise above the competition.

But finding the right tool to meet customer needs and business objectives is critical. Here are some features to look for when evaluating an AI-powered video tool for your contact center.

One-click video engagement: Look for a tool that integrates seamlessly into your contact center platform. This allows agents to easily escalate interactions from voice or chat to video — and allows them to see a customer’s environment, diagnose issues more precisely and build rapport with visual communication.

Co-browsing and screen sharing: It’s important to give agents the ability to  visually guide customers through websites, applications or forms. By being able to see what the customer sees, agents can step in to demonstrate solutions or highlight next steps.

Secure, compliant interactions: In regulated industries like finance or healthcare, maintaining compliance is critical. Look for an AI-powered video tool that has robust security controls, such as end-to-end encryption and configurable privacy settings, to help ensure sensitive information is protected.

Scalability and flexibility: Contact center demands change over time and sometimes by season. It’s important to find a tool that can scale to meet your demands — whether you have a team of 10 or 10,000 agents.

Analytics and insights: A solution that integrates with leading AI providers and analytics suites enables you to harness data and insights from past interactions, helping to fine-tune CX strategies.

Intelligent routing: AI-powered routing ensures that video escalations go to the best-suited agent — factoring in language, skillset and customer history. By contextually matching customer needs with available agent expertise, interactions remain focused and efficient.

Proactive assistance: Through AI-based sentiment analysis, the system can flag customer distress or frustration in real time. Supervisors can intervene promptly or adjust routing to more experienced agents, ensuring sensitive calls receive elevated care.

Enhanced agent guidance: As agents conduct video sessions, AI tools can provide on-screen prompts, knowledge articles or recommended solutions. This can reduce resolution times and help newer agents ramp up quickly.

Continuous learning: When you use a tool that feeds every interaction back into an AI engine, your organization benefits from better prediction of call outcomes, more accurate routing and deeper knowledge bases. Ultimately, that can improve the overall quality of your customer support.

With Auvious Video seamlessly integrated into the Genesys Cloud™ platform, organizations can provide next-level visual engagement backed by the power of AI.

Best Practices for a Successful Implementation

Once you’ve chosen a video solution for your interactions, here are key points to ensure you get the most from your investment.

Plan your AI and human balance: Identify which queries can be successfully handled through self-service AI tools (e.g., chatbots), and which should flow directly to a human agent via video. Ensure this balance is regularly assessed and updated based on performance metrics.

Train and onboard thoroughly: Give your agents the skills they need to excel in video-driven service. This includes developing both soft skills (like adapting to visual cues and ensuring smooth communication) and technical know-how (like operating co-browsing tools).

Leverage data for continuous improvement: Genesys Cloud offers robust analytics; use these insights to fine-tune staffing, identify training gaps and refine AI models. By closely monitoring key metrics like first-call resolution and customer satisfaction scores, you can implement targeted improvements.

Promote adoption: Don’t forget to inform your customers about your new visual engagement capabilities. Whether it’s a message on your IVR, an option in your mobile app or an announcement on your website, make it clear that video support is readily available for more interactive help.

Maintain security and compliance: Adherence to data protection regulations is paramount. Work with your IT and compliance teams to configure Auvious Video in a way that aligns with industry standards and your organization’s policies.

Looking Ahead: Innovating with the AI-First Mindset

The new era of AI-first plus human-assisted service has already ushered in transformative change. For contact centers, it’s not just about optimizing wait times or reducing costs — it’s about creating authentic, efficient experiences that showcase empathy at scale.

We believe that the industry can expect to see even more capabilities emerge that will further refine the agent-customer dynamic — from advanced emotion detection to augmented reality (AR) assistance and intuitive AI coaching. Organizations that embrace these innovations today will be well-positioned to lead customer experience evolution for years to come.

Ready to transform your customer experience with AI-powered, human-assisted video engagement? Explore how Auvious Video on Genesys Cloud can elevate your brand, build deeper customer relationships and ensure you’re leading the way in the AI-first era.

Auvious is a real-time video platform built to empower enterprises with high-quality, secure and scalable video solutions. By integrating directly into Genesys Cloud, Auvious Video provides an intuitive way to seamlessly embed and escalate to video across any digital channel. Visit us on the AppFoundry® Marketplace to learn more.