Case Studies

A major BPO builds AI-powered agent assist tools and analytics into their live chat channel to create a customer experience with next generation efficiency. Operating improvements and Augment tools combined to add 4+points to conversion rate.

A leading smartphone manufacturer was seeking innovative solutions to add capacity to their customer care team without adding staff. Leveraging Augment AI tools they realized productivity gains of more than 30%.

When a leading consumer electronics company and their contact center partner needed to handle more consumer conversations without adding staff they turned to Augment. Leveraging Augment’s AI tools they were able to handle 13% more contacts per day, with a 10+ point NPS increase, lower handle time per contact and a higher first contact resolution rate.