Augment CXM Reviews

Probably the predictive CSAT indicator that's visible to CSRs & Supervisors throughout chat conversations. This is a tough question, because there are many great features.

This is another tough one. If I have to list something here, perhaps the mild learning cover our CSRs have to go through in order to get used to it & gain the full value from it.

Robert Karpinski, a Developer with Augment, is fantastic!

The greatest thing is that it's helped us lift our CSAT scores & maintain them at a new, all-time high. We had worked extremely hard at this without Augment through sheer coaching, training, & our other best practices. We had basically plateaued there. Then, we added Augment & it helped us lift our scores another few points to an all-time high. These gains came mostly from helping lift our bottom performers to get score closer to our top performers. We've maintained at this level with Augment ever since.

They have been an extension of our company and have provided our organization cutting edge technology and integration support that has increased our organizations' AI competency 1000%

Clearly, I wouldn't have scored them a 10 on the NPS score if I had dislikes or concerns.

Great company

We use Augment to provide digital support tools for our contact center agents which assist them in resolving customer issues. We also use their other products to assist our Supervisors in being alerted in real-time of potential issues, allowing us to resolve them immediately.

Augment is helpful in enhancing the performance by real-time view

It would be more helpful if it can post the real-time cores

Augment, is very use friendly and has easy at set up and use.

Augment, helps me track the data count,skill count and my active and inactive resources at glance also helps me download to analyze the report

Immediate Access to key information

UX and ease to get started

Ease of use and all the hotkey integrations

AI showing best answers

Poor responses do sometimes get populated, especially as the conversation requires a more nuanced response.

Coaches are able to train agents much more efficiently.

Helpful when doing chats I'm able to handle chats quickly and efficient with augment

I love everything about augment I do not have any dislikes with this program. Without it doing 3 chats are a time will be very hard without augment.

I'm solving every chat that I come across for example troubleshooting, order parts, placing new orders. DSC information for sending walking into a Service Center. Exchanges

It helps me stay on task, keeps us uniformed with responses-helps maintain confidence.

Some times it doesn't populate when needed, but the macros make up for this

It really helps when we are Uber busy and things are going crazy, Augment provides sense of security like SharePoint. It helps when I'm stressed or irritated, it removes that element from my chats. :)

I love the Augment system and how it can learn most commonly used phrases/words. It does a great job at suggesting agent replies based on customer responses. Its one of the smartest AI software bases out there from my past experiences.

Sometimes Augment does not work within Bold360, but it happens less often than more often. A which refresh will resolve it and prevent it from happening for a while. It is something that has been brought up and they are working hard to resolve.

Consider the AI - its great so far!

We are improving average response times and keeping quality aligned at the same time. These are two key benefits we have focused on so far.

What I like best about Augment are the customized macros we're able to do inside of Bold chat. They cut down on typing and allow me to respond to customers quickly and more efficiently.

What I don't like about Augment is how it loads weird and I have to shuffle through the save button to get my macros to work sometimes

The Augment team is always working on improving their own infrastructure items and always providing swift updates.

The main issue that Augment solves is time consumption with quick responses. The custom macros we're allowed to do make it fun to use, easy to use, and helps those who use it manage their responses to customers in an efficient manner.

Real time identification and displaying responses, Macros

An more appealing appearance would be better

Improved chat handling time through instant responses

The best part of this is that it automatically observes the word and gives exact right suggestions for the next statement.

Some negative points for this are that there are several grammatical mistakes with the statements which should be improved.

Modifying some of the statements of it. The benefit of this is that it helps in saving the time for making a whole statement.