Ian Roberts

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.