Glance Closes Visual Context Gap in AI-to-Human Escalations
Glance has developed a solution to bridge the gap between AI and human support in Salesforce. The company's technology, designed for enterprise cobrowse and guided customer experience, aims to strengthen resolution and brand loyalty.
The issue with current AI-to-human escalations is that they often lack visual context. When an AI agent signals that a customer needs human assistance, the representative working in Agentforce Service gets a live view of the customer's screen immediately, along with any previous interaction context provided by the AI agent.
Glance's enterprise security features remain intact, including customer consent and field-level masking to protect sensitive data throughout the session. Human agents and customers are together in the same digital space, resulting in faster shared context and resolution.
According to Heather Nightingale, Vice President of Product at Glance, brand loyalty ties directly to a customer's feeling of being understood. The company believes that by providing visually rich escalations from AI agents, customers will remember how they were treated in high-stakes moments, driving retention and revenue.