Customers Want Help They Can See, Not Hear
PLUS: Design visual guided support and lock down transcript hygiene
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🗓️ August 21, 2025 ⏱️ Read Time: ~6 minutes
👋 Welcome
Today’s theme is execution over hype. We have concrete signals that matter to CX leaders: one vertical AI player passed 100 million in ARR, Google is pushing screen aware assistants, Anthropic is hardening enterprise controls, and privacy slipped in a very public way. The thread is clear. Build useful, multimodal help while tightening governance.
🎯 Signal in the noise
AI is moving from chatbot talk to workflow and resolution. Visual guidance and enterprise guardrails now decide whether AI reduces handle time and risk or creates messes you will have to clean up.
🧭 Executive lens
Treat multimodal assistance as a service channel, not a toy. Make transcript privacy, audit trails, and redaction default. Skill up agents with targeted AI training so they can orchestrate and recover when automation misses.
🏥 EliseAI raises 250 million and passes 100 million in yearly revenue
If you run support in a complex space, this is your proof point. EliseAI does the unglamorous work end to end: it reads the request, talks back, checks systems, books the slot, and follows through, with the guardrails healthcare and housing need. Hitting 100 million ARR and funding to double the 300 person team says the “go deep in one domain and resolve it” playbook is working at scale.
Why this matters: It shows AI can close tickets in regulated journeys, not just answer questions.
Try this: Pick one regulated flow and map every step from first message to completion. Automate the checks, scheduling, and follow ups, then track AHT, FCR, and repeats week over week.
Source: Reuters
🖥️ Gemini Live adds on screen visual guidance for service and setup
You know how hard it is to walk a customer through a fix over the phone. Gemini Live now points right on the customer’s screen during a camera share, so you can show what to tap instead of describing it. That shift from talk to show should cut the back and forth and get people to resolution faster.
Why this matters: Showing beats telling, and it reduces time on task and repeat contacts.
Try this: Build one guided flow for a top driver like payment update or router reset. Keep steps under six and log time per step so you can prove the lift.
Source: The Verge
🔐 xAI shared user chats through public links
If your team shares AI transcripts, this should make you flinch. Grok conversations that users shared were showing up in Google Search, which means private chats were easy to find until xAI clamped down. Others have pulled similar features, so treat “share link” as a data risk, not a convenience.
Why this matters: One link can leak customer details and training data in seconds.
Try this: Disable public link sharing anywhere that touches customer data, auto redact PII on save, and review transcript access weekly.
Source: The Verge
🏠 Gemini for Home puts a proactive assistant in the living room
Your customers are getting used to asking a speaker or display for help and seeing it on screen. Google is rolling out Gemini for Home across Nest gear, which means families will expect visual, hands free guidance inside your apps too. When home gets smarter, your support has to feel that easy.
Why this matters: Consumer assistants train expectations for fast, natural self service without a call.
Try this: Ship one voice plus visual flow for a common task like Wi Fi password reset or billing profile update, then track FCR and repeats before and after.
Source: The Verge
🎧 Pixel Buds add hands free Gemini and smarter call controls
Real life support is messy. Pixel Buds 2a bring true hands free Gemini help and better call clarity, so customers can follow steps while cooking, fixing a router, or carrying kids. Fewer fumbles and clearer audio mean fewer dropped fixes and fewer repeat calls.
Why this matters: Friction drops when customers can hear clearly and keep their hands free.
Try this: Pilot a “hands busy” setup flow, segment results by earbuds vs no earbuds, and compare AHT, FCR, and repeat rate.
Source: TechCrunch
✍️ Prompt of the Day
Design a visual guided support flow
You are a CX architect. Build a step-by-step visual guidance flow for remote support that uses screen highlights and camera share.
Context:
- Top issue: {issue, e.g., router reset failing}
- Customer device: {device, e.g., Android phone}
- Constraints: keep steps under 6, avoid jargon, confirm each action
- Data to capture: time per step, failure points, customer sentiment
Deliverables:
1) Annotated step list with what the assistant highlights on screen
2) Exact customer-facing wording per step
3) Fallback rules when the model is uncertain
4) Success criteria and logging fields for QA review
What this uncovers: Where visual cues remove friction and how many steps customers actually complete.
How to apply: Convert the flow into your help center and agent assist side by side.
Where to test: One top five contact driver with high repeat rates.
🛠️ Try This Prompt
Lock down transcript hygiene before rollout
You are a CX governance lead. Create a redaction and sharing policy for AI transcripts.
Inputs:
- Data classes: PII, PCI, PHI, secrets
- Tools: {LLM name}, {storage system}, {analytics tool}
- Sharing modes to evaluate: public link, workspace link, export
- Retention requirement: {days}
Output:
1) Redaction rules (regex + ML entities) with examples
2) Default sharing settings and who can override
3) Audit log fields and weekly review checklist
4) Failure scenarios and incident response steps
Immediate use case: Stop accidental exposure from shared chats.
Tactical benefit: Clear defaults reduce risk and rework.
How to incorporate quickly: Ship as a config and SOP in your AI workspace today.
🧠 CX note to self
Build flows that show, not tell. Secure the logs before you scale.
👋 See you tomorrow
If you run a quick visual guidance pilot or ship a transcript policy from today’s prompts, hit reply and tell me what changed in your metrics. Forward this to the one person who owns your help center.
Have an AI-mazing day!
—Mark
💡 P.S. Want more prompts? Grab the FREE 32 Power Prompts That Will Change Your CX Strategy – Forever to start transforming your team, now. 👉 FREE 32 Power Prompts That Will Change Your CX Strategy – Forever - https://dcx.kit.com/32prompts
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