Customer experience is centric to a company's success. Yet bots are thrown in the front lines of customer interaction causing unnecessary friction with customers. Who wants to go through a phone tree? What if instead of bots, we improved customer support agent workflows? Anecdotally, keeping humans in the loop increases customer satisfaction. Ultimately augmentation, not automation, enables super-powered customer support agents, making everyone's day more delightful.
• Primer on Support Automation (SA)
• Overview of SA Market
• Approaches to SA
• Forethought SA Framework
• Where SA Excels
