The concept of the augmented advisor, often associated with the marketing field, refers to the increasing use of technological tools to assist customer advisors and improve customer interactions and sales processes. This concept encompasses various types of advisors, such as salespeople, financial or banking advisors, and those specializing in pre- or post-purchase customer support. In the customer support sector, the augmented advisor refers to the use of new technologies in call centers to analyze conversations, caller voices, or provide real-time support through artificial intelligence. AI tools are also used to manage incoming emails.

The evolution toward the augmented advisor is not new, as tools have long been integrated to enhance advisor efficiency and productivity, such as auto-dialing, on-screen scripts, caller ID, and call history recording. In the banking sector, the concept of the augmented advisor specifically refers to the use of artificial intelligence-based tools to provide investment assessments and recommendations. AI solution experts are exploring the benefits of augmented advisors in the field of customer support.

A concrete example illustrating this approach is the demonstration of a technical solution dedicated to augmented advisors managing inbound calls.