Multimodal artificial intelligence will revolutionize customer service

AI can now listen and see the context

A person who can’t set up a device can call support, show the problem via camera, and at the same time, the AI listens to what is being said and analyzes the images to guide the next steps. This type of interaction is starting to become possible thanks to advances in multimodal AI in customer service.

The technology processes different types of information simultaneously—text, voice, images, and video—making the conversation with a virtual agent more like a complete interaction.

In traditional chatbot support, the company receives mostly what the customer can write. With multimodal AI, the context is expanded during the conversation: the user can show an error code, present a defective product, or share an application screen. The AI can use this visual information together with what was said to formulate a response.

Google, for example, has been expanding real-time conversation features that combine voice and camera. In March 2026, Search Live began allowing multimodal conversations in more than 200 countries and territories where AI Mode is available. More recently, the company introduced dialogue features capable of processing visual information in real time.

The tone of voice also enters the conversation

The voice adds information that disappears when an interaction is turned into text. Pauses, speech speed, and other aspects of the conversation can provide context about what is happening.

This is useful when the customer is confused, has difficulty explaining the problem, or needs to resolve an issue quickly. The AI can adapt the conversation, ask additional questions, or transfer the call to a human agent when the situation requires it. The most tangible benefit is the amount of information available for customer service.

Customer service can take place while the AI is acting

The evolution of real-time voice also reduces one of the most artificial aspects of automated customer service: the need to wait for each response before continuing.

New technologies allow AI to converse while performing tasks in the background. In a support situation, this can mean checking account information, verifying a policy, or performing an authorized action without completely interrupting the conversation.

Companies already use voice agents for customer service across different channels. OpenAI, for example, reports applications of agents capable of operating via voice, chat, WhatsApp, and the web, while the company’s enterprise solutions allow for combining automated service, rules, and forwarding to human professionals.

Simple and repetitive cases can be resolved directly by the AI, while situations involving exceptions, negotiations, or more delicate decisions can reach the agent already accompanied by the context gathered during the conversation.