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TechSee and SOFTEL Communications have formed a strategic alliance to introduce AI-powered visual engagement tools into enterprise contact centres, aiming to transform customer support with real-time diagnostics, augmented reality, and human-centric automation.
TechSee, a leader in Visual Agentic AI, has announced a strategic partnership with SOFTEL Communications, a specialist in enterprise contact centre solutions and customer experience (CX) integration services. This alliance aims to transform the way large organisations deliver customer support by combining TechSee’s AI-powered visual automation platform with SOFTEL’s deep expertise in omnichannel architecture and contact centre modernisation.
The collaboration promises to enhance both customer and agent experiences through real-time visual engagement, AI-driven automation, and guided support. By integrating TechSee’s sophisticated visual capabilities—such as live remote assistance, AI diagnostics, augmented reality (AR) guidance, and intuitive self-service flows—into SOFTEL’s enterprise solutions, the partnership seeks to streamline complex service journeys, reduce average handle time (AHT), and improve first-contact resolution (FCR).
Eitan Cohen, CEO of TechSee, highlighted the significance of this partnership, stating that while contact centres have traditionally focused on automating repetitive, transactional tasks, adding vision technology opens new possibilities. “With SOFTEL, we’re adding vision to the equation, transforming the way enterprises handle complex issues that drive most of their costs, turning every service moment into an opportunity to build loyalty,” Cohen said. Michael Leibowitz, COO of SOFTEL Communications, added that Visual Agentic AI represents the future of customer service, offering smarter, faster, and more human-centric support experiences at scale.
TechSee’s flagship platform, Sophie AI, forms the cornerstone of this collaboration. Sophie AI is designed as a multi-sensory virtual agent that combines voice, visual, and text interactions to deliver human-like support. It enables service agents to see precisely what the customer sees, facilitating more accurate diagnostics and personalised assistance. This seamless integration with leading contact centre as a service (CCaaS) and customer relationship management (CRM) platforms ensures scalable, efficient, and cohesive customer service delivery.
This partnership is part of TechSee’s broader strategy to expand its ecosystem of partners dedicated to embedding AI automation across self-service, assisted service, and field support environments. In recent months, TechSee has also formed alliances with other key players in the sector, including BrightContact in the Netherlands and global technology giant ServiceNow. The latter collaboration integrates Sophie AI natively within the Now Platform, enhancing workflow automation and accelerating ticket resolution through visual diagnostics and guided automation.
Industry analysts note that such integrations of AI-driven visual tools into contact centres are critical amid growing customer expectations for swift, effective, and personalised support. By enabling agents to bridge the visual gap with customers remotely, these technologies not only reduce operational costs but also enhance customer satisfaction and loyalty. According to TechSee, their platform leverages computer vision AI to automate escalating workflows and decision support, making it easier for enterprises to handle complex service scenarios efficiently.
This latest partnership between TechSee and SOFTEL underscores a clear industry trend: the push towards smarter service experiences that combine automation with the nuanced understanding that visual intelligence provides. As organisations seek to differentiate themselves in competitive markets, adopting advanced AI-powered visual engagement tools like those offered by TechSee and SOFTEL could become a defining factor in delivering exceptional customer experiences.
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Source: Fuse Wire Services
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