{"id":2861,"date":"2026-02-27T17:07:26","date_gmt":"2026-02-27T20:07:26","guid":{"rendered":"https:\/\/suricata.la\/visual-intelligence-for-support-and-problem-solving\/"},"modified":"2026-02-28T03:01:30","modified_gmt":"2026-02-28T06:01:30","slug":"visual-intelligence-for-support-and-problem-solving","status":"publish","type":"post","link":"https:\/\/suricata.la\/en\/visual-intelligence-for-support-and-problem-solving\/","title":{"rendered":"Visual Intelligence for Support and Troubleshooting"},"content":{"rendered":"<h2>Table of Contents<\/h2>\n<ul>\n<li><a href=\"#impacto-en-la-satisfaccion-del-cliente\">1. Impact on customer satisfaction<\/a>\n<\/li>\n<li><a href=\"#inestabilidad-del-wifi-en-los-hogares\">2. WiFi Instability in Households<\/a>\n<\/li>\n<li><a href=\"#uso-de-video-en-empresas-y-su-limitacion\">3. Use of Video in Companies and Its Limitation<\/a>\n<\/li>\n<li><a href=\"#preferencias-de-los-consumidores-en-interacciones-visuales\">4. Consumer Preferences in Visual Interactions<\/a>\n<\/li>\n<li><a href=\"#beneficios-de-la-comunicacion-visual-para-la-satisfaccion-del-cliente\">5. Benefits of Visual Communication for Customer Satisfaction<\/a>\n<\/li>\n<li><a href=\"#desafios-en-la-implementacion-de-capacidades-visuales\">6. Challenges in the Implementation of Visual Capabilities<\/a>\n<\/li>\n<li><a href=\"#la-preferencia-por-agentes-humanos-sobre-ia\">7. Preference for Human Agents over AI<\/a>\n<\/li>\n<li><a href=\"#la-revolucion-del-ai-visual-en-el-soporte-tecnico-y-de-campo\">8. The Revolution of Visual AI in Technical and Field Support<\/a>\n<ul>\n<li><a href=\"#el-futuro-del-soporte-tecnico-con-ai-visual\">8.1 The Future of Technical Support with Visual AI<\/a><\/li>\n<li><a href=\"#transformacion-de-la-experiencia-del-cliente\">8.2 Transformation of the Customer Experience<\/a><\/li>\n<li><a href=\"#eficiencia-en-la-resolucion-de-problemas\">8.3 Efficiency in Problem Resolution<\/a><\/li>\n<li><a href=\"#integracion-de-ai-y-realidad-aumentada\">8.4 Integration of AI and Augmented Reality<\/a><\/li>\n<li><a href=\"#desafios-y-oportunidades-en-la-implementacion\">8.5 Challenges and Opportunities in Implementation<\/a><\/li>\n<li><a href=\"#el-futuro-del-soporte-visual-en-el-sector\">8.6 The Future of Visual Support in the Sector<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div class=\"ai-article\">\n<h2 id=\"impacto-en-la-satisfaccion-del-cliente\">Impact on customer satisfaction<\/h2>\n<p><strong>Impact of the visual channel on CX<\/strong><\/p>\n<div class=\"cc-table-wrap\" style=\"overflow-x:auto;max-width:100%;-webkit-overflow-scrolling:touch\">\n<table class=\"cc-table\" style=\"width:100% !important;max-width:100% !important;min-width:540px;table-layout:auto !important;white-space:normal !important;word-break:normal;overflow-wrap:anywhere;hyphens:auto\">\n<thead>\n<tr>\n<th>Signal \/ reported metric<\/th>\n<th style=\"text-align: right;\">Percentage<\/th>\n<th>What it means in CX (practical reading)<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Households with recurring WiFi instability<\/td>\n<td style=\"text-align: right;\">68%<\/td>\n<td>High volume of cases that are \u201chard to describe\u201d and prone to recontact.<\/td>\n<\/tr>\n<tr>\n<td>Companies that use video<\/td>\n<td style=\"text-align: right;\">48%<\/td>\n<td>The capability exists in part of the market, but it is not necessarily integrated into the journey.<\/td>\n<\/tr>\n<tr>\n<td>Of those that use video, they enable it only as escalation<\/td>\n<td style=\"text-align: right;\">~50% of that 48%<\/td>\n<td>The visual channel arrives late: early evidence is lost and diagnosis is prolonged.<\/td>\n<\/tr>\n<tr>\n<td>Consumers who want visual interaction with companies<\/td>\n<td style=\"text-align: right;\">&gt;90%<\/td>\n<td>High expectation: the customer wants to \u201cshow\u201d when context matters.<\/td>\n<\/tr>\n<tr>\n<td>Organizations with visual capabilities that report +41% in satisfaction<\/td>\n<td style=\"text-align: right;\">74%<\/td>\n<td>Reported improvement in CSAT\/experience when the visual channel is used effectively.<\/td>\n<\/tr>\n<tr>\n<td>Organizations that report +40% in resolution speed<\/td>\n<td style=\"text-align: right;\">67%<\/td>\n<td>Less time per case and less friction in troubleshooting.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<blockquote>\n<p>Scope note: the percentages cited come from Metrigy studies (656 companies globally and 503 consumers in North America) and reflect results reported in those samples.<\/p>\n<\/blockquote>\n<h2 id=\"inestabilidad-del-wifi-en-los-hogares\">WiFi Instability in Households<\/h2>\n<p>Home connectivity has become a minefield for technical support. One figure sums up the magnitude of the problem: <strong>68% of households face recurring WiFi instability<\/strong>. It\u2019s not just \u201cslow internet,\u201d but a set of intermittent failures\u2014outages, signal drops, degradation due to router placement or interference\u2014that are hard to describe accurately over the phone or chat.<\/p>\n<p>In these types of incidents, language falls short. The customer usually reports symptoms (\u201cit cuts out in the bedroom,\u201d \u201cit works fine and then it doesn\u2019t,\u201d \u201cthe video call freezes\u201d), but the real diagnosis depends on visual and contextual variables: where the equipment is, which lights are on, how the cables are connected, whether there are<\/p>\n<p>obstacles, or even which exact router model is being used. The distance between what the user thinks they see and what actually happens is a constant source of repeat contacts and frustration.<\/p>\n<blockquote>\n<p><strong>Step-by-Step Visual WiFi Diagnosis<\/strong><br \/>\nBrief visual diagnostic flow (WiFi) \u2014 what to ask for and in what order<br \/>\n1) Equipment identification (30\u201360s)<br \/>\n&#8211; Ask the customer to show the router\/ONT label\/model and the general status.<br \/>\n&#8211; Checkpoint: if the model isn\u2019t visible or is blurry, repeat with better light\/focus (avoids wrong steps).<br \/>\n2) Indicator status (LEDs) (30s)<br \/>\n&#8211; Request a slow pan of the front\/top to see lights (power\/wan\/internet\/wifi).<br \/>\n&#8211; Checkpoint: if there are abnormal LEDs, capture a still image (serves as evidence for escalation).<br \/>\n3) Physical connections (60s)<br \/>\n&#8211; Guide them to show the back: power, coax\/fiber, Ethernet, ports.<br \/>\n&#8211; Checkpoint: confirm the connector \u201cclick\u201d\/seating and that there are no loose adapters or damaged cables.<br \/>\n4) Location and environment (60\u201390s)<br \/>\n&#8211; Ask for a short shot of the area: height, furniture, walls, proximity to microwaves\/metal.<br \/>\n&#8211; Checkpoint: if the router is hidden or at floor level, propose a temporary relocation to validate the hypothesis.<br \/>\n5) Targeted test (2\u20133 min)<br \/>\n&#8211; Do a simple test with the customer (for example, move closer to the router and repeat the action that fails).<br \/>\n&#8211; Checkpoint: if it improves near the router, the issue points to coverage\/interference; if not, to backhaul\/service\/equipment.<br \/>\n6) Close with evidence<br \/>\n&#8211; Summarize what was observed (model + LEDs + connections + location) before reboots\/changes.<br \/>\n&#8211; Checkpoint: if it\u2019s escalated, hand off with screenshots and findings to avoid \u201crestarting the diagnosis.\u201d<\/p>\n<\/blockquote>\n<p>This is where <strong>visual intelligence<\/strong>\u2014live video, guided capture, and increasingly, AI-assisted analysis\u2014changes the dynamic. Instead of asking the customer to translate a technical problem into words, support can \u201csee\u201d the environment and the device. The expected result is less trial and error and more accuracy from the first exchange, something especially valuable when the problem is intermittent and the customer is already coming in with little patience.<\/p>\n<p>The paradox is that WiFi is a critical service in the modern home, but its support still depends, in many cases, on channels that don\u2019t capture what\u2019s essential: visual evidence of the problem.<\/p>\n<h2 id=\"uso-de-video-en-empresas-y-su-limitacion\">Use of Video in Companies and Its Limitation<\/h2>\n<p>Video is no longer a rarity in everyday life, but in the customer-company relationship it remains an underutilized capability. According to a global study by Metrigy (656 companies), <strong>48% of companies use video<\/strong>. The nuance is decisive: <strong>almost half of those organizations only use it when an agent allows escalation<\/strong>. <\/p>\n<blockquote>\n<p><strong>Early vs. late video<\/strong><br \/>\nVideo \u201cas escalation\u201d vs. \u201cfrom the start\u201d (in casesvisuals)<br \/>\n&#8211; Video as escalation (late)<br \/>\n  &#8211; Pros: less initial operational change; reserved for complex cases.<br \/>\n  &#8211; Cons: the customer has already invested time answering questions; early evidence is lost; the risk of recontact increases.<br \/>\n  &#8211; Typical signal: video appears when \u201ceverything has already been tried\u201d and the case is loaded with frustration.<br \/>\n&#8211; Video from the start (early, with triggers)<br \/>\n  &#8211; Pros: rapid capture of evidence (LEDs, cables, environment); speeds up diagnosis; reduces trial and error.<br \/>\n  &#8211; Cons: requires journey design (when to offer it), capture guides, and agent training.<br \/>\n  &#8211; Typical signal: the visual channel is offered when the problem is hard to describe or there is a high risk of misunderstanding.<br \/>\nRule of thumb: if the customer needs to \u201cshow\u201d to avoid ambiguity, video works better as an entry point (with an option to exit) than as a reward at the end.<\/p>\n<\/blockquote>\n<p>That constraint has operational consequences. If video is enabled late, the customer has already gone through a path of questions, checks, and basic steps that could have been sped up with a simple visual inspection. In addition, support loses an opportunity to capture early signals: a poorly connected cable, a status light that reveals the equipment\u2019s state, or an installation error that can be detected in seconds.<\/p>\n<p>The limitation is also one of experience design. When video depends on the agent\u2019s discretion, the customer does not perceive that the company truly \u201coffers\u201d a visual channel; they experience it as an exception. This connects with another finding: <strong>40% of consumers say companies do not make it easy to communicate by video<\/strong>, and <strong>29% state they would like to do so, but no company they interacted with offers it<\/strong>. It\u2019s not just technological availability: it\u2019s accessibility, clarity, and friction in access.<\/p>\n<p>In technical and field support, video does not compete with voice or text: it complements them. But if it is kept as occasional escalation, its impact remains limited, and the organization stays trapped in diagnoses based on incomplete descriptions.<\/p>\n<h2 id=\"preferencias-de-los-consumidores-en-interacciones-visuales\">Consumer Preferences in Visual Interactions<\/h2>\n<p>Customer demand is clearer than many companies assume. In research by Metrigy with 503 North American consumers, <strong>more than 90% want to interact visually with companies<\/strong>, especially in scenarios where \u201cseeing\u201d reduces ambiguity: <strong>problem resolution (troubleshooting)<\/strong>, consultative calls, online purchases, and orientation or training sessions.<\/p>\n<p>When asked about specific use cases, the preference becomes even more specific. <strong>71% want to use video or video with screen sharing for troubleshooting new products<\/strong>. And <strong>73% want the same for consultative calls<\/strong> with professionalsas doctors, lawyers, or financial advisors. The takeaway is straightforward: in high-context interactions\u2014where details, trust, and precision matter\u2014the customer perceives the visual channel as an advantage.<\/p>\n<p><strong>Customer Preferences for Video<\/strong><\/p>\n<div class=\"cc-table-wrap\" style=\"overflow-x:auto;max-width:100%;-webkit-overflow-scrolling:touch\">\n<table class=\"cc-table\" style=\"width:100% !important;max-width:100% !important;min-width:540px;table-layout:auto !important;white-space:normal !important;word-break:normal;overflow-wrap:anywhere;hyphens:auto\">\n<thead>\n<tr>\n<th>Use case (according to consumers)<\/th>\n<th style=\"text-align: right;\">Preference for video \/ video + screen<\/th>\n<th>Practical implication<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Troubleshooting new products<\/td>\n<td style=\"text-align: right;\">71%<\/td>\n<td>Prioritize \u201cshow the device\u201d and capture guides (label, LEDs, connections).<\/td>\n<\/tr>\n<tr>\n<td>Consultative calls (e.g., doctors\/lawyers\/financial advisors)<\/td>\n<td style=\"text-align: right;\">73%<\/td>\n<td>The visual channel reinforces trust and reduces misunderstandings in high-context topics.<\/td>\n<\/tr>\n<tr>\n<td>Visual interaction with companies (general)<\/td>\n<td style=\"text-align: right;\">&gt;90%<\/td>\n<td>There is broad expectation; it\u2019s best to offer it with clear triggers, not as an exception.<\/td>\n<\/tr>\n<tr>\n<td>\u201cIt\u2019s not easy to communicate by video\u201d<\/td>\n<td style=\"text-align: right;\">40%<\/td>\n<td>The issue is usually friction: access, instructions, compatibility, or timing in the journey.<\/td>\n<\/tr>\n<tr>\n<td>\u201cI\u2019d like to, but they don\u2019t offer it to me\u201d<\/td>\n<td style=\"text-align: right;\">29%<\/td>\n<td>Direct opportunity: make the channel visible and make it available at critical moments.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>However, the desire collides with the reality of what\u2019s offered. A significant portion of the market feels that video isn\u2019t \u201cwithin reach.\u201d That gap between expectation and availability translates into a missed opportunity, especially in industries where remote support can avoid visits, reduce time, and improve the experience.<\/p>\n<p>There\u2019s also a balance point: not every interaction requires video. But the pattern is consistent: when the problem is hard to describe or the risk of misunderstanding is high, the customer wants to show, not explain. In experience terms, the visual channel works as a cognitive shortcut: it reduces user effort and increases the quality of the information the agent (human or AI-assisted) receives.<\/p>\n<h2 id=\"beneficios-de-la-comunicacion-visual-para-la-satisfaccion-del-cliente\">Benefits of Visual Communication for Customer Satisfaction<\/h2>\n<p>When companies do enable visual capabilities, the reported results are compelling. In the data cited by Metrigy, <strong>74% of organizations that offer visual capabilities recorded a 41% improvement in customer satisfaction<\/strong>. In addition, <strong>67%increased resolution speed by 40%<\/strong>, and <strong>43% increased sales by 33%<\/strong>. These are not marginal improvements: they are leaps that impact core CX and business metrics.<\/p>\n<blockquote>\n<p><strong>Early visibility, better results<\/strong><br \/>\nCausal chain (why \u201cseeing\u201d moves CSAT and times)<br \/>\n1) Early visual evidence (video \/ guided capture \/ screen)<br \/>\n\u2192 2) Less ambiguity (model, status, connections, environment are validated)<br \/>\n\u2192 3) Better diagnosis on first contact (fewer inferences)<br \/>\n\u2192 4) Fewer redundant steps and fewer recontacts<br \/>\n\u2192 5) Lower total resolution time + greater sense of customer control<br \/>\n\u2192 6) Improved satisfaction (and, in some cases, impact on sales through better guidance\/less friction)<br \/>\nCheckpoint: if the visual channel is offered late, step 1 breaks and the rest of the chain loses strength.<\/p>\n<\/blockquote>\n<p>The explanation lies in the nature of diagnosis. With voice or text, support depends on the customer\u2019s ability to describe and the agent\u2019s ability to infer. With video or screen sharing, the interaction becomes more \u201cevidence-based\u201d: symptoms, context, and configuration are observed. In device troubleshooting\u2014for example, an internet router or a home appliance\u2014the difference between seeing the back panel and hearing \u201cI think it\u2019s connected properly\u201d can be the difference between resolving in minutes or opening a case that drags on.<\/p>\n<p>Visual intelligence also enables a more efficient hybrid model: an agent (or an AI avatar) can guide the customer to capture specific views of the device, request different angles, and suggest concrete actions. If it isn\u2019t resolved, escalation to a human happens with the basic work already advanced. In that setup, the specialist comes in with context and evidence, not a blank sheet.<\/p>\n<p>Metrigy even quantifies the cost of not seeing: if the customer only speaks or writes the problem, <strong>resolution time can increase by up to 80%<\/strong>. In an environment where speed and accuracy determine satisfaction, recontact, and costs, visual communication stops being a \u201cnice to have\u201d and becomes an operational lever.<\/p>\n<blockquote>\n<p>\u201cBy combining visual capabilities with AI, agents\u2014AI or human\u2014can identify and understand a problem much faster and in greater detail than with voice or text.\u201d<\/p>\n<p><em>Robin Gareiss, CEO and Principal Analyst at Metrigy<\/em><\/p>\n<\/blockquote>\n<h2 id=\"desafios-en-la-implementacion-de-capacidades-visuales\">Challenges in the Implementation of Visual Capabilities<\/h2>\n<p>The adoption of visual intelligence is not automatic, even when the value seems evident. The first challenge is <strong>access and channel design<\/strong>: if video is only enabled as an escalation authorized by an agent, the organization limits its own impact. Consumer data reinforces the point. Implementation, therefore, is not just \u201chaving video,\u201d but<\/p>\n<p>to integrate it as a natural option at the right moments in the journey.<\/p>\n<p>The second challenge is the <strong>user\u2019s preference for humans<\/strong> (which shapes how visual AI is introduced). Although the future points to more interactions with avatars and AR, today the customer still values the understanding and certainty of resolution they associate with a person. This forces the design of hybrid experiences: AI to speed up what\u2019s repeatable and humans for what\u2019s ambiguous or sensitive.<\/p>\n<blockquote>\n<p><strong>Effective implementation of visual capture<\/strong><br \/>\nImplementation checklist (so visuals actually get used)<br \/>\n&#8211; Journey and triggers<br \/>\n  &#8211; Define at which moments video\/capture is offered (e.g., \u201chard to describe,\u201d \u201cintermittent,\u201d \u201cinstallation,\u201d \u201cfirst use\u201d).<br \/>\n&#8211; Access friction<br \/>\n  &#8211; One click from SMS\/WhatsApp\/app; short instructions; quick camera\/microphone test.<br \/>\n&#8211; Capture guides (standard of evidence)<br \/>\n  &#8211; Which photos\/views are considered \u201csufficient\u201d (model, LEDs, connections, environment) to avoid back-and-forth.<br \/>\n&#8211; Operational integration<br \/>\n  &#8211; Ensure the evidence is associated with the case\/ticket and travels with escalation (without restarting diagnosis).<br \/>\n&#8211; Training for agents\/technicians<br \/>\n  &#8211; Micro-skills: ask for slow pans, ask for focus, confirm \u201cwhat is seen,\u201d and summarize findings.<br \/>\n&#8211; Data and continuous improvement<br \/>\n  &#8211; Review which captures are missing in reopened cases and adjust guides\/triggers.<br \/>\n&#8211; Hybrid model (AI + human)<br \/>\n  &#8211; Define when AI tries first and when it hands off; ensure handoff with context.<\/p>\n<\/blockquote>\n<p>There are also technological and operational challenges noted in field analyses on Visual AI: upfront investment, data quality to train models, and infrastructure to integrate visual tools into existing workflows. In support and field service, the effectiveness of visual AI depends on the system \u201cseeing well\u201d (useful captures, clear guides) and on the back end being able to turn that evidence into consistent next steps.<\/p>\n<p>Finally, there is <strong>change management<\/strong>. Incorporating video, AR, or visual assistance alters routines: agents who must learn to guide captures, technicians who receive remote instructions, and organizations that must standardize what is considered sufficient evidence to close a case. Without internal adoption, the capability exists but isn\u2019t used; and without a simple customer experience, the visual channel remains a promise.<\/p>\n<h2 id=\"la-preferencia-por-agentes-humanos-sobre-ia\">Preference for Human Agents over AI<\/h2>\n<p>AI\u2019s progress has not eliminated one reality: the customer, in general, still wants to talk to a person. According to Metrigy, <strong>84% of consumers prefer interacting with a human agent rather than an AI agent<\/strong>, regardless of the format (voice, text, or video). Even if they are assured the issue will be resolved, <strong>80% still prefer humans<\/strong>.<\/p>\n<p>The reasons are revealing.Those who choose humans do so mainly because of the <strong>ability to understand the problem (43%)<\/strong> and the <strong>confidence that it will be resolved correctly (23%)<\/strong>. By contrast, those who prefer AI cite as their main motivation the <strong>speed of resolution (41%)<\/strong> and the <strong>consistency of responses (19%)<\/strong>. There is a key contrast: speed\u2014the big promise of AI\u2014is, at the same time, the least-mentioned reason for choosing humans.<\/p>\n<blockquote>\n<p><strong>Human vs AI Preferences<\/strong><br \/>\nHow to read the \u201chuman vs AI\u201d preference (without falling into black\/white)<br \/>\n&#8211; Pro-human reasons (what the customer is optimizing)<br \/>\n  &#8211; Case understanding (43%): \u201cthat they understand me\u201d when the problem is confusing or intermittent.<br \/>\n  &#8211; Certainty of closure (23%): \u201cthat it gets properly resolved,\u201d not just \u201cthat it moves forward.\u201d<br \/>\n&#8211; Pro-AI reasons (what the customer is optimizing)<br \/>\n  &#8211; Speed (41%): resolve quickly, especially in repeatable tasks.<br \/>\n  &#8211; Consistency (19%): uniform answers and clear steps.<br \/>\nImplication: hybrid design tends to work best when AI handles the repeatable (with visual evidence) and the human steps in when there is ambiguity, risk, or a need for explanation.<\/p>\n<\/blockquote>\n<p>This preference map suggests that the debate is not \u201cAI versus humans,\u201d but <strong>how to combine<\/strong>. The same research offers a pragmatic way out: although they prefer humans, <strong>82% is willing to give AI agents a chance<\/strong> if the AI solves the problem or if it offers the option to transfer to a person. In other words, the customer tolerates automation when they perceive control and a clear path to human assistance.<\/p>\n<p>Visual intelligence can be the bridge. If the AI (or an avatar) can see the device and guide concrete steps, the likelihood of a quick resolution increases; and if it fails, the human steps in with the context already gathered. The ultimate goal is not to impose a channel, but to meet the customer\u2019s core expectation: resolve quickly and well, with the right interface for the type of problem.<\/p>\n<h2 id=\"la-revolucion-del-ai-visual-en-el-soporte-tecnico-y-de-campo\">The Revolution of Visual AI in Technical and Field Support<\/h2>\n<p>The promise of visual AI is not just \u201cmaking video calls.\u201d It is turning the interaction into a guided diagnostic process, where seeing the environment and the device reduces ambiguity. In troubleshooting, this translates into fewer long explanations, fewer misunderstandings, and a shorter route to the solution. Adoption and outcome data suggest that, when enabled well, the impact reaches hard metrics: satisfaction, resolution speed, and even sales.<\/p>\n<blockquote>\n<p><strong>Optimized hybrid technical support<\/strong><br \/>\nRecommended hybrid model (visual AI + human) for technical\/field support<br \/>\n1) Visual intake (customer)<br \/>\n&#8211; The customer starts with guided video\/capture (ideally from a simple link).<br \/>\n2) Triage with visual AI\n<\/p>\n<\/blockquote>\n<p>(when applicable)<br \/>\n&#8211; The AI requests specific views (model\/LEDs\/connections\/screen), detects obvious signals, and proposes level 1 steps.<br \/>\n&#8211; Checkpoint: if evidence is missing (blurry image, wrong angle), the AI asks for a retake before concluding.<br \/>\n3) Resolution or escalation with context<br \/>\n&#8211; If resolved: it is closed with a summary + attached evidence.<br \/>\n&#8211; If not resolved: it is handed off to a human with the context package (captures, steps already tried, findings).<br \/>\n4) Human in \u201clevel 2\u201d mode<br \/>\n&#8211; The agent comes in without repeating basic questions and focuses on advanced hypotheses\/decisions.<br \/>\n5) Learning<br \/>\n&#8211; Unresolved cases feed improvements to capture guides, triggers, and the knowledge base.<\/p>\n<\/blockquote>\n<p>The opportunity lies in closing the gap between what the consumer wants (visual interaction) and what many companies offer (limited or hard-to-use video). The challenge is to design a hybrid model that respects the preference for humans, but leverages AI to speed up what\u2019s repeatable. In that balance, a smooth transfer to a human agent is not a \u201cfallback\u201d: it\u2019s part of the product.<\/p>\n<h3 id=\"el-futuro-del-soporte-tecnico-con-ai-visual\">The Future of Technical Support with Visual AI<\/h3>\n<p>The horizon points to more interactions with <strong>AI avatars<\/strong> and <strong>augmented reality<\/strong>, trained not only with words, but with visual elements in 3D. As service issues become more complex, the ability to \u201csee to understand\u201d is shaping up to be a requirement, not a differentiator. Competition will shift toward who best integrates interface, visual evidence, and reasoning to resolve quickly and accurately.<\/p>\n<h3 id=\"transformacion-de-la-experiencia-del-cliente\">Transformation of the Customer Experience<\/h3>\n<p>In telecom, where home connectivity is critical and WiFi fails frequently, visual support fits naturally: it makes it possible to inspect routers, connections, and signals without relying on imprecise descriptions. With an accessible visual channel, the customer feels that the company \u201cgets into the problem\u201d with them, instead of reciting scripts.<\/p>\n<h3 id=\"eficiencia-en-la-resolucion-de-problemas\">Efficiency in Problem Resolution<\/h3>\n<p>The available numbers point to substantial improvements when visual capabilities are used: higher satisfaction and faster resolution speed. In a sector pressured by cost per interaction and handling times, reducing time to resolution\u2014and preventing it from stretching by up to 80% due to lack of visual evidence\u2014is a direct operational advantage.<\/p>\n<h3 id=\"integracion-de-ai-y-realidad-aumentada\">Integration of AI and Augmented Reality<\/h3>\n<p>Visual support is not limited to an agent looking at a camera. The evolution includes AI that guides captures (\u201cshow the back of the router\u201d), interprets what it sees, and suggests actions, as well as AR to point out components or steps. In telecom, this can turn self-service<\/p>\n<p>assisted in a more reliable experience, always with the option to escalate to a human.<\/p>\n<h3 id=\"desafios-y-oportunidades-en-la-implementacion\">Challenges and Opportunities in Implementation<\/h3>\n<p>The main risk is implementing video as an exception. If the customer can\u2019t find it or it isn\u2019t easy to use, the investment doesn\u2019t translate into adoption. The opportunity lies in designing journeys where the visual channel appears at the moments of greatest friction (sign-ups, troubleshooting, configurations), and in sustaining a hybrid model that responds to the preference for human agents.<\/p>\n<h3 id=\"el-futuro-del-soporte-visual-en-el-sector\">The Future of Visual Support in the Sector<\/h3>\n<p>With consumers who want to see and companies that still don\u2019t make it easy, telecom has room to differentiate itself. The direction seems clear: more visual intelligence, more guided automation, and smarter escalation to humans. In a market where the support experience defines loyalty, visual AI is shaping up as one of the next major competitive levers.<\/p>\n<p>Visual Intelligence for Support and Troubleshooting is the most direct way to close the gap between what the customer describes and what is really happening with their WiFi, speeding up diagnostics and increasing satisfaction. At Suricata Cx we work precisely so that this \u201csee to understand\u201d is integrated naturally into telecom and ISP omnichannel support, combining automation with human escalation when the case requires it.<\/p>\n<p>In practice, this means designing flows where visual evidence is captured early (before the case \u201cdrags on\u201d due to repeated questions), and where the handoff to a human agent happens with context and traceability of the conversation, not as a restart of the diagnosis.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Table of contents 1. Impact on customer satisfaction 2. WiFi instability in homes 3. Use of video in businesses and its limitation 4. Consumer preferences in visual interactions 5. Benefits of visual communication for customer satisfaction 6. Challenges in implementing visual capabilities 7. Preference for human agents over &#8230; <\/p>\n<div><a href=\"https:\/\/suricata.la\/inteligencia-visual-para-soporte-y-solucion-de-problemas\/\" class=\"more-link\">Read More<\/a><\/div>\n","protected":false},"author":2,"featured_media":2858,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_metadesc":"","content_central_editor_notes":"","yoast_description":"","footnotes":""},"categories":[48],"tags":[1445,909,1218,1444,1443],"class_list":["post-2861","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias","tag-consumer-preferences","tag-customer-satisfaction","tag-technical-support","tag-visual-communication","tag-wifi-instability"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Visual Intelligence for Support and Troubleshooting - Suricata Cx<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/suricata.la\/en\/visual-intelligence-for-support-and-problem-solving\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Visual Intelligence for Support and Troubleshooting - Suricata Cx\" \/>\n<meta property=\"og:description\" content=\"Table of contents 1. Impact on customer satisfaction 2. WiFi instability in homes 3. Use of video in businesses and its limitation 4. Consumer preferences in visual interactions 5. Benefits of visual communication for customer satisfaction 6. Challenges in implementing visual capabilities 7. 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