Image Support: Introducing Vision

One Picture Worth Ten Thousand Words

Today we are excited to announce the launch of image support capabilities to all customers. This new feature enables users to upload images during interactions, facilitating even more effective customer service.

Image Support

The integration of image support enables customers to share visual information directly with the botBrains AI chatbot. This capability eliminates the need for customers to describe complex visual problems through text alone. botBrains identifies products, error codes, damage patterns, and status indicators automatically. This visual intelligence addresses the communication gap between what customers can describe and what they need to show. The result is improved customer satisfaction, reduced support escalations, and higher first-contact resolution.

Use Cases

botBrains image support addresses real-world customer service needs. It enhances communication and simplifies complex tasks that previously required extensive text descriptions.

Frictionless Communication

Customers can just screenshot an email, webpage information, and ask a contextual question without restating the scope in which it is asked. This creates a more natural and efficient interaction:

Order Status Inquiries

Customer can screenshot an order confirmation email and simply ask "When will this arrive?" without needing to copy order numbers or restate what they're asking about

Product Specification Questions

Customer can capture a product page showing technical specifications and ask "Is this compatible with what I already have?" without repeating all the details

Visual Troubleshooting

Sometimes it's just easier to show than tell. Our image support allows users to point out issues directly with visuals instead of relying on lengthy descriptions. Here are some detailed examples:

Product Identification and Compatibility

Customers upload images of products when unsure about compatibility or replacement parts. For bike tire valves, botBrains distinguishes between Presta, Schrader, or Dunlop types. It then recommends compatible pumps, valve extensions, or replacement tubes.

Washing Machine Error Code

Customers snap photos of their washing machine's digital display showing error codes. botBrains recognizes both the machine model and the error code. The system looks up the appropriate manual and guides the customer through troubleshooting. For a Samsung front-loader displaying "4E," botBrains identifies it as a water supply issue. It then provides steps to check the water inlet valve, verify water pressure, inspect hoses, and clean filters.

Router Status Lights

Customers upload images of their router showing various blinking patterns. botBrains identifies the specific pattern and provides targeted troubleshooting steps. The AI sees exactly what the customer sees and responds with precise instructions: "I notice your internet connection light is flashing amber. This indicates an unstable connection. Let's reset your modem first, then check your line quality."

Style and Fit Recommendations

Customers seeking home decor advice can receive recommendations based on visual preferences. A customer unsure how to fill the space can upload a photo of their living room. botBrains analyzes the space, identifies design elements, color schemes, and available space. This will help guide the conversation later on. It then suggests suitable sofa styles and fabrics that complement their current decor.

Proof

Images are a frequent part of customer service interactions. Customers often need to provide proof of purchase, warranty, or damage. With image support, customers can easily upload images to verify their claims or communicate damage extend.

Damage Assessment for Returns & Claims

Most refund and claim processes require customers to provide proof of purchase or evidence of damage. This often involves tedious back-and-forth communication. With image support, customers can upload images directly, streamlining the process.

Safety Measures

botBrains is build on a secure foundation. Security isn't safety, so we also added new safety capabilities to our system that keep you and your organization safe.

The platform scans uploaded files for malware and viruses and blocks them. We implement systems to keep your team away from inappropriate content. botBrains uses moderation models to detect and block inappropriate content, mainly:

• Graphic Violence
• Sexual Content

Sexual Content our systems believe to be Child Sexual Abuse Material (CSAM) will be reported to State Criminal Police Office of North Rhine-Westphalia (LKA NRW - Landeskriminalamt Nordrhein-Westfalen) in accordance with German law.

AI Vision Chatbot

"The ability to 'see' what customers see marks one of the most meaningful steps forward in AI support since natural language understanding," said Liam van der Viven, Co-Founder & CTO of botBrains. "Instead of asking users to describe complex visual issues in words—which has always been a challenge—we're now enabling AI to understand problems just as customers experience them. It's a shift from 'tell me what's wrong' to 'show me,' creating a shared visual context that helps resolve issues faster and with less back-and-forth. This isn't just about convenience; it's about making support more intuitive, more human, and less frustrating."

botBrains continues to innovate in AI customer support. Businesses can now offer their customers efficient, secure, and engaging experiences.