Sutherland, a company that specializes in experience-driven digital transformation, recently announced the acquisition of Augment CXM, a company that develops AI-based customer experience platforms. This acquisition will allow Sutherland to expand its offering of AI solutions and assist global brands in enhancing productivity, increasing customer satisfaction, and fostering loyalty and conversion.
Doug Gilbert, Chief Information Officer and Chief Digital Officer at Sutherland, said, “The addition of Augment CXM technology to our solutions expands and accelerates the innovative AI solutions we deliver. This powerful combination of augmenting human intelligence with AI technology to solve complex business problems enables our clients to achieve transformational business outcomes.”
By augmenting human work with the best in AI and intelligent automation, Augment CXM’s technology helps Sutherland fulfill its goal to offer compelling customer journeys for international brands. By offering real-time AI-based insights and suggested actions, Sutherland’s “Human-in-the-Loop” AI training models combine AI capabilities with human intelligence to maximize performance.
Benjamin Shan, VP of Conversational AI at Sutherland, said, “Our clients have the highest expectations for end-user experiences and content quality. Those expectations drive the need for business agility. Sutherland has innovative solutions to address these customer needs and the addition of Augment CXM technology to our stack advances our roadmap —taking our ability to exceed expectations to a whole new level.”
A substantial advancement is made when the technology of Augment CXM is combined with Sutherland AI-based human assistance technology solutions. Augment CXM’s client list, which includes globally known brands, has seen as much as a 30% boost in agent efficiency and a 44% rise in sales conversion rates.