Watch Desk posted an update
Augmentt chief executive Derik Belair says the company is beginning to use AI agents for individual roles, including support agents handling Level 1 and Level 2 queries.
Why it mattersBelair told CRN that the aim is to leave the company’s more experienced staff free to tackle bigger problems and customer interactions. He also said Augmentt uses a central AI system to give employees information about partners, product use and support. That is a specific, modest example of agents being put to work inside a company, rather than just being promised a place in the office of tomorrow. CRN’s account does not give figures for workload or results, so the efficiency claim remains Belair’s, not a measured outcome.
Discuss: Should AI agents be allowed to resolve routine support queries on their own, or should a person approve every answer before it reaches a customer?
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