CX Today The Future of Customer Support Gets Visual – and Real
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Dec 24, 2025 Zac Scalzi, Director of Sales at Cobrowse, and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc., share their insights on the evolution of customer support through visual intelligence. They discuss how Cobrowse enhances AI to improve real-time troubleshooting and customer experiences. Ian highlights measurable gains, like reducing average handle time and boosting TNPS, while emphasizing a cautious approach to AI integration. The conversation reveals why visual context is crucial for effective AI, reshaping digital customer interactions.
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Long-Term Customer Partnership
- Quicken integrated CoBrowse into every copy of Quicken Classic and later into Simplify after finding the prior vendor insufficient.
- Ian Roberts has partnered with CoBrowse for about seven years and noted their growth from a two-person shop to a global provider.
Visual Context Enables Agentic AI
- CoBrowse positions visual intelligence as the missing context that moves AI from referencing data to truly understanding user issues.
- Without grounding in the user's actual UI, virtual agents remain limited reference bots, not agentic problem-solvers.
AI With 'Eyes' That Guide Users
- Integrating CoBrowse AI gave Quicken a virtual agent that can 'act like a human' by highlighting UI elements and guiding users through fixes.
- Ian Roberts says leadership immediately understood the agentic value when they saw the AI interact with customers visually.