A local customer services provider has been recognized nationally for being a pioneer in the field. The Robo-Agent Corporation was recently awarded the Springer Award for excellence in technology-assisted customer service innovations. Robo-Agent has been providing technology in the fields of online support and sale agent services since the 1990s. If you have ever called for technical advice or made an enquiry about a recent purchase over the phone or on-line, you have probably dealt with a Robo-Agent agent. Robo-Agent has lead the way in developing AI software that streamlines customer enquirers and technical support. They have been so successful that they pride themselves on not having had an actual human being answer their own office phones since the late 1990s!

Robo-agent has a bunch of innovations that most of their customers would recognize now as industry standards. Here just a few of the innovations pioneered by Robo-Agent:

• First company to have staff not answer the phone even if they are available to do so.
• First company to take the option of speaking to a human being directly off the greeting menu completely.
• First company to use AI to develop music that has been scientifically proven to be not only annoying but also completely unlikable by anyone on the face of the earth. This music is what you often hear while waiting for a sales agent. It has been shown to be highly effective discouraging anyone from continuing to wait to talk to an actual human service agent even when the customer is completely frustrated.
• First company to loop this annoying music in short segments to add to the annoyance factor and shorten wait times even more
• First to develop AI that would simply say the same question over and over even though it was not helpful the first time.
• First to add the message, “This call maybe recorded for quality assurance and training purposes” so the customer feels like either of those things might actually be happening.

And Robo-Agent wants everyone to know that the innovation continues. New customer service ideas include:

• Using AI agents to purchase items directly from businesses on behalf of the customer before they are even aware they want anything.
• Improve the accuracy of planned obsolescence to have the replacement item available to the customer as the original item is breaking down in real time.