Go Beyond CX Metrics
Augment’s AI technology resolves everyday problems faced by Contact Centers leading to increases in NPS scores, improved agent efficiency, and decreased operational costs. Our cloud first approach allows our AI solution to be deployed within days.
Trusted by the innovation leaders
What Augment can do for you?
BPO
Remote work is here to stay. Augment your workforce with AI that empowers your employees and supervisors to learn the best practices that lead to happy customers.
Customer Care & Marketing
Augment gives you the answers to your biggest questions about why your customers are contacting you and what conversational trends are impacting revenue, customer retention and CSAT.
System Integrator
AI technology is only as useful as the end applications. Leverage Augment's proprietary conversational AI technology to bring new innovation to your customers.
Augment Results in Real Numbers
16%
Increase in
CSAT
31%
Increase in
Agent Productivity
15 pts
Increase in
NPS
44%
Increase in
Sales Conversion
Sneak Peak of Augment CXM Tools
Customer Insights
Every conversation that runs through your support team will also run through Augment CXM's semantic deep learning engine. All conversations are tagged with key insights and CX KPIs, like AHT, CSAT and NPS.
“You’re able to look into every conversation that every agent on your team has had - and discover the key moments that are causing your customer’s satisfaction to drop. In one conversation, you find that a customer had to do a “power reset” multiple times in order for their product to work.”
Agent Assistance
Augment CXM labels each conversation with key insights and predictive KPIs - as the conversation is evolving. Your management team is able to step in and support agents when conversations are going south. Before the customer decides to vent on social media.
“Let your support supervisors know about this “power reset” issue and let them know how they should train agents on the quick fix. The supervisors can coach agents directly in the platform, ensuring none of your customers runs into this issue again.”
Operational Excellence
Understand exactly which insights are impacting your brand the most. Show the exact number of CSAT and/or NPS points your company will be able to gain and the amount of AHT savings you'll have if you're able to rectify these problematic insights.
“After learning more about this “power reset” issue, you want to learn how often it occurs across your organization. Augment CXM’s dashboard shows this issue occurs in a massive 8.2% of conversations. You realize immediate training is necessary.”
Find Your Use Case
Why aren’t my prospects converting?
Our client, a major satellite broadband provider, was looking to increase conversion rates when prospects reached out about their service. Using our technology, they were able to identify and resolve the issue immediately resulting in an increase of their conversion rates, which in turn led to an increase in revenue by tens of millions of dollars.
Why is my CX dropping?
A premium home appliance company using Augment’s Insights Analytics Dashboard detected a very high correlation between customers with a low NPS score and those who were turned down for a marketing promotion. Upon further analysis our system indicated that majority of these customer interactions mentioned the same webpage, which contained an incorrect promotion wording.
What are my customers saying?
The world’s premier mobile phone manufacturer launched its flagship product after a year of development. Historically, the success of the launch would be measured via surveys and interviews, taking long time. Using Augment’s real-time Voice of Customer feed allowed product, marketing, and customer operations to receive critical information in near real-time to make swift decisions bolstering NPS during the critical product launch window.
How can I decrease my support calls volume?
A leading global sports media organizations using Augment’s conversation topic-based grouping identified that a single issue represents near 1/5 of all support requests. Upon routing it to the appropriate operations team the issue was prioritized and quickly resolved.
Why is there a surge in my support calls?
At the start of every school semester, a major publishing company handles a massive surge in student support requests. Augment’s ability to group conversations into easy-to-understand topics enables the company to respond quickly and avoid draining the limited time of call center agents.