Glance bridges the context gap between AI and human support for stronger resolution and brand loyalty
WAKEFIELD, Mass., Sept. 1, 2026 /PRNewswire/ -- Glance, the leader in enterprise cobrowse and guided customer experience, announced today that it is bridging the visual context gap in AI-agent-to-human escalations in Salesforce.
"Most AI-to-human escalations lack visual context," said Heather Nightingale, Vice President of Product at Glance. "At customers' high-stakes moments - frustration, confusion, or simply a need for empathy - the handoff to a human agent often still involves the customer repeating themselves or describing what's on their screen. At Glance, we saw this gap and felt strongly that the human moment deserved better."
When an AI agent like Agentforce signals that a customer needs a human, Glance starts a cobrowse session automatically. The representative working in Agentforce Service, for example, gets a live view of the customer's screen immediately, alongside with any previous interaction context the AI agent provides. Glance's enterprise security features remain, including customer consent and field-level masking, which keep sensitive data protected throughout the session. Human agents and customers are together in the same digital space, resulting in faster shared context and faster resolution.
"We know from decades of working with enterprises that brand loyalty ties directly to a customer's feeling of being understood," said Nightingale. "As AI agents become more familiar, customers will remember how they were treated in the moments AI couldn't help them. That feeling is what drives retention, share of wallet, and revenue."
In a recent Avaya survey, 69% of consumers say it's "very important" that AI and human agents work together. With visually rich escalation from AI agents to Glance, customers get the speed of AI agents and an added layer of trust and shared visual clarity when escalations occur.
With Glance, customers get the best of both worlds: the sophistication and resolution speed of AI agents, with the human safety net and security of instant cobrowse at high-stakes moments.
For more information about Glance for Salesforce, please visit glance.cx or visit Glance on the AgentExchange.
About Glance
Glance helps enterprises earn, keep, and grow customers at high-touch moments through instant cobrowse and screen share collaboration sessions in mobile apps, portals, and websites.
The world's most recognizable brands trust Glance as the critical visual layer for customer interactions, ultimately building loyalty, increasing revenue, and boosting customer lifetime value.
Discover how to drive connection at high-value moments at glance.cx.
Media Contact
Nadine Long
Glance
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SOURCE Glance
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