Scaling a customer support team
One of the fastest-growing premium phone manufactures started to run into an issue. As their products began selling at insanely increased rates, they no longer had a large enough support staff to help their ever-increasing customer base.
When companies look for current technologies that can increase their productivity, the easy answer seems to be chatbots. Train a machine-learning algorithm to recognize common questions and instantaneously give a scripted response, and you appear to be all set to improve performance drastically.
The problem is a fully autonomous chat support system simply isn't possible with today's technology. Instead, the chatbots typically add another point of friction for users who are trying to get their problems resolved. More friction = lower NPS/CSAT = lower revenue. Augment’s Customer Experience Management platform (CXM) offers a different approach. The platform empowers human agents to access information and respond to customer inquiries at rocketspeed by supporting them with artificial intelligence...