Closing the last-mile automation gap with Giga
Browser Agent offers two strategic features for customer service organizations to enable autonomous browser-based execution, where APIs do not exist or do so in limiting ways.
Browser execution: Giga’s AI agent logs into an organization’s browser-only system and navigates the system’s user interface similar to how a human agent would. This allows the AI agent to “see” the layout, text and other elements of the system’s web pages. From there, it would execute any number of actions that any human could, to serve the customer and address their request or solve their issue. Giga enables this in real time, while working with the customer, and across a single channel or multi-channel experience: voice, text or chat.
User experience execution: Logging directly into a system to complete a customer’s request may not be the only environment in which an AI agent will have to operate. Customers often need assistance when navigating the UI of an organization’s system. At the customer’s request, Giga’s Browser Agent can step in and assume control of the customer’s browser to complete the customer’s intended action on the website. Here too, Giga sees what’s on the customer’s screen, understands the context and safely completes the task. This avoids a human agent having to coach the customer from one click to the next, from one website page to the next. It also frees up human agents so they can focus on the most challenging customer resolutions.
Giga addresses industry-specific challenges
The applications for Browser Agent are nearly endless, and span nearly every industry that provides customer support.
Retail. Automate customer returns or refunds emanating from unique or run-of-the-mill circumstances.
Healthcare. Use AI agents to enable pharmaceutical deliveries to validated recipients.
Financial services. Allow agentic AI to handle bank account access and transactions so human agents can focus on the most complex customer requests.
Online order and delivery. Initiate an address change after a customer has placed an order but before it has been delivered. Or, confirm the new address after the delivery, so the driver can be cleared to make their next stop.
Travel. Enable customers to locate and book airline tickets, accommodation and transport, all while speaking to an AI agent that executes.
With Giga’s Browser Agent, organizations can extend their automation coverage, enable near-immediate resolutions, and lower costs without waiting on lengthy integrations.
Governed and secure
With Giga’s Browser Agent, every single click is logged and every action taken is governed by your security policies. Giga is an enterprise platform capable of safely executing browser-based workflows in complex and regulated environments. Giga has achieved numerous compliances, including PCI DSS, SOC 2, ISO 42001, GDPR ISO 27001, HIPAA and CPRA. Giga is also penetration tested regularly to confirm its always-evolving product fortification.
Conversational-only AI and browser-only systems: A crippling mix
Enterprises struggle to resolve most of their customer support issues because many of their systems don’t have API access. They are browser-only. Giga has solved this problem with one of its latest innovations—Browser Agent.
Many software vendors offer agentic voice AI to enhance an organization’s customer support experience. These solutions range in quality from frustrating experiences to pleasant and near-human conversations. Yet, even the most convincing and helpful AI agents can’t provide what humans can—taking action to address a customer’s request or solve an issue.
It gets worse. Organizations are stuck with partial automation by AI agents because critical information required to resolve customer issues is locked in browser-only systems. APIs are missing, limited or unavailable. RPAs (robotic process automation) are brittle, expensive and hard to scale. The result? AI automation stalls, requiring human agents to remain as the “glue” between systems to execute high-value actions such as product and service purchases and returns, and a host of other actions that complete the customer experience in any industry.
Organizations can now advance far beyond the industry standard of solving around half of their customer issues with Agentic AI. This is a long time coming. More than 80 percent of customers want companies to leverage technology more to deliver excellent service (up from 55% in 2021). An even higher percentage of customer service professionals believe conversational AI increases self-service resolution, accelerates resolution times, enhances accessibility for diverse customer groups, frees service reps to handle more complex issues and cuts costs. Imagine what an AI agent can do for your business with the ability to go beyond the conversation.
A platform for enterprise operations
Giga is designed to address the most challenging business issues with a platform that enables organizations to deploy in weeks, not months—and continues to do so to accommodate an enterprise’s new processes, products, languages and regions. Enterprises choose Giga to deploy AI agents that manage complex workflows, execute simultaneously across multiple systems through APIs and browsers, offer rich and evolving functionality, deploy rapidly and deliver human-like customer experiences at scale. To learn more about Giga and our Browser Agent, or to contact Giga, click here.
