Vegas Support Going AI?

Reyfox wrote on 7/9/2025, 6:57 AM

Here is a LINK from the German forum.

Google Translation:

"Without AI, nothing works in this area these days. The fact is that a very high percentage, well over half – even over 90% depending on the topic – are general inquiries that can be answered very well with AI. We're currently evaluating this and seeing that the answers are usually very good if the answer base is good – i.e., we've done our homework. This results in a generated answer that matches the query. If we then randomly observe the user's subsequent behavior within five minutes of the answer, for example, if it involves setting something in their account or requesting activation, it's very clear that this is working. Since the AI response is instant, both parties benefit – the user receives an immediate answer, and support is relieved of pressure and can focus on the "right" cases. Support is currently busy feeding the information base, monitoring it, counteracting it, etc. We're doing the same thing in parallel with the solution provider. Optimizations are needed here and there to ensure that helpful answers are always provided for such trivial questions. The new module mentioned here in the Support menu item is also part of this."

Comments

Dexcon wrote on 7/9/2025, 8:27 AM

Thank you for posting.

This seems to be addressing the use of AI in support services such as call centres (well, those that still remain these days), chat and the like. It's been a topic mentioned in recent times in local media - those currently in customer support employment being quite at risk of being replaced by AI (for much the same reasons as outlined above).

With regard to Vegas Pro, in a recent post on the forum - https://www.vegascreativesoftware.info/us/forum/article-why-going-viral-is-not-a-viable-marketing-strategy--149169/#ca938289 - Gary Rebholz, Chief Product Officer for MAGIX, is summarised by the producers of this April 2025 video pointing out the following key takeaways:

Key Takeaways

Going viral is not a growth strategy. Brands that rely on trend-chasing or lucky breaks tend to lack message clarity and sacrifice ROI.

Video only works when aligned with strategy. Effective content begins with a deep understanding of the audience and business goals.

Standing out online isn’t about volume or viral content. It’s about reaching the right audience with the right message at the right moment.

As I recall, the question about AI in Vegas Pro was answered in the video as AI FX being an aid to the editing process, not a replacement to the role of the editor. That's fine with me.

As a side note, a locally high rating talkback radio host has noted recently that the quality of some of his favourite modern-day authors has dropped in recent times ... including plot inconsistencies. He wonders if those authors have loaded their previous works into an AI program, uploaded the plot (e.g a Treatment in screenplay parlance) and have asked AI to write the novel in 'their' style.

Reyfox wrote on 7/9/2025, 8:56 AM

AI support is only as good as the information that it will be using. I can see using this, with also the possibility of having an issue escalated to actual humans.

Someone getting a reply almost instantly will do good for customer support, especially if it is highly successful in AI troubleshooting.

RogerS wrote on 7/9/2025, 9:45 AM

A lot of the answers I give are the same again and again (as are the questions) so I could imagine an AI providing useful support for frequent queries and freeing up thinking humans for more difficult issues.

VEGASDerek wrote on 7/9/2025, 10:04 AM

A lot of the answers I give are the same again and again (as are the questions) so I could imagine an AI providing useful support for frequent queries and freeing up thinking humans for more difficult issues.

This is exactly true. Anyone concerned about our support using AI for answering customer tickets should realize that we are not replacing our human support team. This is a supplement to the support team. The AI (which is being trained right now, and will continue to be fed new information in an ongoing manner) will be able to handle a large number of the redundant requests freeing up our team to better support users with more complex and unusual issues.

john_dennis wrote on 7/9/2025, 10:55 AM

I found myself giving the same answers to the same people more than once in my work life.

I've even looked up the same information more than once myself.

The access method could be as important as the actual information.

Just don't bring back screen clutter.

Random musings on one cup of coffee. I'll be getting that next cup of coffee now.

Steve_Rhoden wrote on 7/9/2025, 11:34 AM

As much as i really don't like the idea of AI in most cases, i agree, it can be somewhat helpful in the user forum in providing assistance to certain users..... As noted, i too often end up repeating the exact same solution to many varied customers.

ChrisD wrote on 7/9/2025, 1:13 PM

As noted, i too often end up repeating the exact same solution to many varied customers.

I completely agree. Add that some prefer irrelevant and cringe-worthy rants rather than supplying anything useful. As we’ve seen on these forums, sometimes there is need to go back four or five times.

As a battle-scarred tech support worker in a previous life, I often feel their pain. And it is a waste of resources.

AI is not perfect, but perhaps it could help some be a bit more concise or resourceful.

At the risk of going off on my own rant, yes, I was once younger, cocky and whiny. A very wise mentor of mine told me to wait 30 seconds, and ask yourself if what you’re going to say will add any value. That has stuck with me for over 40 years.

MikeS wrote on 7/9/2025, 6:10 PM

to better support users with more complex and unusual issues.

If it means I'll get a response to a problem in less than 2 weeks (the amount of time is took customer service to respond to my most recent query) then go for it.