Sophie Live evolves remote visual assistance from human-only video support to an intelligent-first service, using proprietary Visual AI models to assist service agents and improve outcomes with every interaction.
TechSee has announced the availability of the enhanced Visual AI capabilities integrated into Sophie Live, an intelligent remote visual assistant designed to help service organisations resolve their most complex and costly customer issues.
These capabilities are now part of the standard Sophie Live offering and available to all customers.
Sophie Live includes a visual Agent Assist capability that recognises devices and environments during live interactions, identifies issues and surfaces insights and proposed resolutions directly to service representatives.
The platform also introduces pre-call visual intake and call deflection capabilities, allowing service organisations to collect and analyse visual information during IVR or other pre-call interactions. This increases self-service containment while reducing average handle time for calls that are routed to live agents.
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In addition, Sophie Live includes built-in connectivity intelligence. Service agents can remotely diagnose network issues while visualising the home connectivity map, making it possible to identify weak points and resolve problems without guesswork or unnecessary truck rolls.
All of these capabilities are enabled by TechSee’s visual flywheel, a continuous learning engine that captures the tribal knowledge of experienced service agents, improving accuracy with each interaction.
“Sophie Live represents a fundamental shift in how service organisations approach complex customer issues,” said Eitan Cohen, CEO and Co-Founder of TechSee.
“Complex, situational issues are now the primary drivers of cost, dissatisfaction, and churn, yet traditional copilots struggle because they lack visual context, while traditional visual support relies entirely on human expertise.”
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“Sophie Live combines visual understanding and AI-driven intelligence in a single, integrated experience designed specifically for these high-impact service moments.”
Over the past decade, service organisations have adopted live video to help service representatives see what customers see. While effective, most remote visual assistance has remained dependent on individual agent expertise.
At the same time, AI copilots have been limited to primarily voice or text-based automation, operating without real-world visual context. As a result, the service issues that drive the highest operational costs, customer frustration, and churn have remained difficult to solve.
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Sophie Live bridges this gap by shifting remote service from human-only visual assistance to an intelligent-first model. AI capabilities are embedded directly into the live service experience and are available out of the box as part of TechSee’s standard offering.
The platform is offered with a consumption-based, value-driven model, enabling customers to benefit from advanced AI capabilities based on actual usage and delivered value.
“With more than half of DIY users reporting setup or connectivity issues, it is clear that complexity remains a major barrier to smart home adoption,” said Elizabeth Parks, President at Parks Associates.
“Visual AI offers a transformative way to address this gap by tackling the complexity of real-world environments, where many AI solutions fall short because they lack visual and situational context.”
By focusing on the service moments that matter most, Sophie Live delivers measurable business impact, including reduced truck rolls, higher first-call resolution, lower average handle time, and significantly improved customer satisfaction.
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