AGENTS+AI = BETTER PRODUCTIVITY AND IMPROVED CUSTOMER OUTCOMES CASE STUDY It couldn’t be a bot Knoah is a leading business operations outsourcer. Enterprises all over the world trust them with their most valuable resource, the relationship between their brand and their customers. Knoah’s client, a Fortune 100 electronic goods supplier, wanted their agents to handle more customer conversations without sacrificing customer satisfaction. They assembled a technology team and built a self-service chatbot—only to see customers become rapidly dissatisfied with the responses. It’s not an uncommon outcome, as other studies repeatedly show. Knoah confirmed what they suspected — that chatbots weren’t the solution. Instead, they turned to Augment — a conversational AI provider who focuses on

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