The most common complaint from sales teams using Augustus AI was not the quality of the automated replies. It was having to scroll a conversation to work out what had already been said before they could add anything useful.
A handover now carries a short summary: what the customer asked, what Augustus answered, what is still open, and which trigger caused the escalation. The full conversation is still there.
- Escalation triggers are recorded, so you can see which ones fire most and tune them.
- The summary is written when the handover happens, not when the salesperson opens the thread.
- Nothing changes for the customer, who is told a named person has picked the conversation up.