Today’s customers expect more than quick answers - they expect meaningful, human experiences. While AI can deliver instant insights and automate routine interactions, it can’t replace the empathy and understanding that come from real human connection. That’s why the most forward-thinking companies aren’t choosing between AI and people - they’re combining them.
Enter the hybrid customer experience: a blend of AI efficiency and human-guided support, powered by technologies like Glance Cobrowse.
The power of cobrowsing in a digital-first world
Imagine this: a customer is trying to complete a complex online transaction but gets stuck. Instead of sending screenshots or waiting on hold, an agent can instantly see what the customer sees, guide them step by step, and solve the issue in real time - securely and effortlessly.
That’s cobrowsing.
Unlike traditional screen sharing or remote desktop tools, cobrowsing is purpose-built for customer experience. It’s a secure, permission-based visual engagement tool that lets agents and customers collaborate directly inside the company’s website or app. The customer keeps full control of their device, while the agent can highlight, point, or guide - making even the most complex digital journey feel simple.
The result? Fewer dropped sessions, shorter call times, and happier customers. In fact, an independent study found that enterprises using Glance:
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Reduced average handle time by 20%
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Improved first-time contact resolution
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Increased customer satisfaction
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Improved employee experience
With cobrowsing, confusion turns into clarity, and frustration turns into trust.
Where AI fits in
AI is the perfect partner for cobrowsing. It can analyze customer data, predict needs, and provide instant answers to simple questions. When an issue becomes more nuanced, AI can seamlessly hand off to a live agent - already equipped with context, history, and insights.
Together, cobrowsing and AI create a fluid experience that feels personal, fast, and frustration-free.
Here’s how they work hand-in-hand:
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AI anticipates and assists - offering self-service options or suggesting next steps.
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Cobrowsing connects and resolves - letting agents jump in when empathy and guidance matter most.
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Both learn and improve - each interaction helps refine AI models and train support teams to be more proactive.
Why hybrid CX wins
The future of customer experience isn’t fully automated or fully human; it’s intelligently balanced. Companies that blend AI and cobrowsing see stronger results across the board:
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Higher customer satisfaction: Real-time guidance reduces friction and builds trust.
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Faster resolution times: AI handles the easy stuff, so agents can focus on high-value interactions.
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Stronger loyalty: Customers remember how your brand made them feel - not just how fast you solved their issue.
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Smarter insights: Every cobrowse session adds data that helps fine-tune both human and AI performance.
The human touch still matters
Even the best AI can’t read tone, notice hesitation, or offer genuine reassurance. That’s where humans shine. Cobrowsing gives agents the visibility and tools to bring empathy back into digital interactions - a simple but powerful way to remind customers they’re not alone.
Take the next step: explore the AI + human maturity model for customer experience
AI and human collaboration are transforming customer experiences across industries. But where does your organization stand on that journey?
Our AI + Human Maturity Model for Customer Experience is your roadmap for understanding your current capabilities and charting the path forward. You’ll learn:
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How to evaluate your maturity level across foundational, responsive, intelligent, predictive, and proactive stages.
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Opportunities for growth in customer-facing tools, employee support systems, and data integration.
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Practical strategies for leveraging AI to enhance productivity, optimize workflows, and deliver exceptional experiences.
Use the model to identify your strengths, uncover gaps, and build a roadmap to the next level of hybrid CX.
Download the AI + Human Maturity Model here.
Cobrowsing (short for collaborative browsing) allows agents and customers to view and interact with the same web page or app at the same time. It’s a secure, real-time tool that helps agents guide users visually without taking control of their devices.
Screen sharing shows the agent everything on a customer’s screen, which can raise privacy concerns. Cobrowsing only shares the active browser or app window, keeping personal information hidden and secure. It also lets the agent actively guide the customer - highlighting fields, pointing to buttons, or walking them through steps in real time - without ever taking control of their device.
Absolutely. AI can triage, assist, and automate initial interactions, while cobrowsing enables agents to step in when a personal touch is needed. This combination creates a seamless, efficient, and human-centered customer experience.
Yes. Glance Cobrowse uses strict data masking, encryption, and permission-based access to ensure privacy and compliance. Agents only see what customers choose to share.
Learn more at the Glance Trust Center.
Financial services, healthcare, technology/SaaS, insurance, and retail are leading adopters - anywhere customers need digital guidance or reassurance while completing important transactions.
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