UPSKILLING
BY EITAN COHEN, TECHSEE
ILLUSTRATION PROVIDED BY ADOBE STOCK
ASCENDING BEYOND COPILOTS VIBE SERVICE TAKES CX TO A HIGHER LEVEL.
I
still remember a conversation I had with a smart home provider. Their frontline contact center agents were expected to support more than 600 different devices and master tens of thousands of troubleshooting scenarios.
Imagine being that agent. One minute you’ re asked about a security camera, the next about a thermostat or a smart lock.
Something as simple as a battery replacement could easily go wrong with these devices. And when the wrong part was shipped, it created massive operational losses for the provider. Not to mention the frustration it caused their customers.
The smart home provider knew that simply adding more scripts, knowledge base articles, or training wasn’ t going to cut it.
What they needed was a different approach: technology that could actually stand behind the agent’ s shoulder and help in real time.
Not just software that reads and types, but AI that can see, hear, read, and guide- identifying the device, diagnosing the issue- and pulling the right resolution without forcing the agent to juggle 10 different tabs.
That’ s when their transformation truly began...
... MOST COPILOT DEPLOYMENTS FALL SHORT OF THEIR PROMISE. THESE TOOLS HELP, BUT THEY ONLY GO SO FAR.
FEBRUARY 2026 41