Claudia is now capable of interpreting images sent during the conversation!
This functionality is available in the main helpdesks we integrate with, such as Cloud Chat, Zendesk, Hubspot, and Intercom.

How it works

When an image is sent to Claudia:

• It is automatically transcribed by an LLM agent, generating a semantic summary of the image.

• This summary includes extracted texts and may also contain the context of the situation.

• The summary is used to improve vector search for relevant content.

• The transcription occurs only once per image, at the moment it is received.

• When responding, Claudia also receives the original image, not just the transcribed text, ensuring a more complete analysis to better guide the service.

Supported image formats:

✅ PNG (.png)
✅ JPEG (.jpeg, .jpg)
✅ WEBP (.webp)

Supported file formats DOCX and PDF: [access the link]

Not supported:

🚫 Videos.

Example of use

In the conversation below, the user sends a photo of a web page with a message indicating that he is not enabled to complete his certification via videoconference. Then, Claudia transcribes the image, analyzes the context, and decides to escalate to N2:

Looking more closely at Claudia's reasoning, we can see that the top relevant section is precisely an N2 section that addresses the situation of not being enabled for videoconference:

Thus, the image transcription not only improves the search for relevant sections but also allows Claudia to understand the visual context and conduct the service even more accurately.

Configuration

The functionality can be activated through the Hub interface, in the Attachments tab. Just check the checkbox below:

Advanced prompt configuration:

However, if you wish to customize the prompt used to transcribe and interpret images for any specific reason, please contact Support.

How to test

You can test sending files directly through our Playground screen.

Or you can perform an end-to-end test by creating a ticket directly in your helpdesk.

This way, it will be possible to see how the image is transcribed, interpreted, and used by the AI in real service.

Important notes

1. If you have already added any instructions in your base prompt (very uncommon) or created any content in the IDS (more common) to guide Claudia's responses in case of receiving images, it is recommended to undo those adjustments to avoid functionality conflicts.

2. If your Helpdesk is not correctly sending images to Claudia with the .jpg, .png, etc., the image will not be interpreted. So far, all the channels and helpdesks we have tested are sending this data correctly.