Almost all businesses talk about being customer centric, but what does that really mean in practice? Video intelligence uses AI and computer vision to turn everyday video footage into insights that show exactly where you can save time, remove friction, and delight customers.
Recently, Rish Gupta, Spot AI co-founder and CEO, explained this approach on the Manufacturing Unscripted podcast and shared how Spot AI keeps its own customers at the center of every product decision.
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A customer-first mindset powers lasting value
The thinking behind a customer-first philosophy is to figure out how to continuously provide more value to a customer year over year. To do this, every team needs to be aligned to a common mission and answer two questions:
- How do we add value for the customer?
- How can we reduce friction for the customer in getting value from our product or service?
By removing friction in the customer journey, you make a customer’s job easier, reduce their workload, and create happier customers. Spot AI is laser-focused on that experience and ensuring value is always increasing.
What is video intelligence and how does it work?
Video intelligence uses artificial intelligence and computer vision to analyze live and recorded video, detect patterns, and surface real-time alerts. Platforms like Spot AI combine edge computing, cloud dashboards, and machine-learning models so businesses can search footage instantly, generate analytics, and get up and running with their existing cameras—often in under a week.
Measuring customer value with video intelligence
Because video intelligence tracks key metrics such as customer wait times, incident response speed, and operational efficiency, leaders can see exactly how each improvement affects satisfaction scores, retention, and revenue. The result is faster issue resolution, better staffing decisions, and a more consistent customer experience.
3 ways to use video intelligence to make better business decisions
Using video intelligence for employee training
Real video clips make training personal and practical. Supervisors can find footage, annotate moments, and share it with team members to reinforce best practices.
Personalized training with video intelligence leads to better employee performance and a stronger customer experience.
Leveraging video analytics to enhance the customer experience
Features such as people-presence detection, vehicle idle-time monitoring, and license-plate recognition reveal exactly how customers move through a location and where delays occur. These insights guide staffing, layout changes, and proactive incident prevention.
“We reduced idle time at the pay station from minutes to seconds once we could finally see where the bottleneck was.” — Maxwell Dwigans, Director of Operations, Glide Xpress
Video intelligence enables proactive improvements that create happier, more loyal customers.
Delivering continuous value with software updates
Cloud-based platforms can drop new analytics features and security enhancements without hardware swaps or downtime, so the system keeps getting better.
Spot AI’s approach lets customers keep their existing cameras while benefiting from regular feature releases such as heat-map analytics or advanced search tools.
Regular software updates ensure your video intelligence investment keeps providing new value over time.
Limitations and considerations
Like any technology, video intelligence works best with quality camera coverage and reliable connectivity. Automated insights should be verified by people, and teams need change-management plans to adopt new workflows effectively.
See how video intelligence can help your business deliver a better customer experience, drive smarter business decisions, and realize measurable value—book a demo.
Frequently asked questions
What is video intelligence?
Video intelligence is the use of artificial intelligence and video analytics to automatically analyze video footage, detect patterns and events, and provide actionable insights for businesses. It turns raw video data into valuable information for improving security, operations, and the customer experience.
How does video intelligence improve the customer experience?
Video intelligence helps businesses identify and remove friction points in the customer journey, respond to incidents faster, and optimize staffing and layouts based on real data. This results in reduced wait times, safer environments, and more personalized service for customers.
Which industries benefit most from video intelligence?
Industries such as retail, manufacturing, hospitality, healthcare, and logistics can all benefit from video intelligence. The technology provides value wherever real-time insights from video can improve safety, efficiency, and the customer experience.
How fast can Spot AI’s video intelligence system be implemented?
Spot AI’s video intelligence platform can typically be set up and live in under a week. It works with your existing cameras, minimizing disruption and allowing for quick adoption.
How does video intelligence compare to traditional CCTV systems?
Traditional CCTV systems only record footage for manual review after incidents occur. Video intelligence platforms use AI to analyze video in real time, send proactive alerts, and allow for instant search and analytics, providing much greater value for business decisions and customer experience.
About the author: Mike Polodna is Head of Customer Success at Spot AI, where he helps organizations maximize value from video intelligence solutions. With deep experience in customer onboarding and strategic problem-solving, Mike ensures customers achieve their goals and deliver exceptional experiences.
