Justin Mulhearn

Justin Mulhearn is Senior Director of Solution Engineering at ASAPP, where he works with enterprise contact centers to deploy AI agents that serve customers, and increasingly, the AI agents acting on their behalf. With over more than 16 years in customer experience spanning enterprise technology and conversational AI, he has focused on building the technology foundations that let brands adopt new channels safely and at scale.

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Consumers are handing service to AI agents. ASAPP's point of view: don't block them, govern them. A roadmap for consumer agent-to-agent service.

Financial services has stopped asking whether to deploy agentic AI. Notes from CXFS Toronto on governance, human guidance, and what to measure.

Deploying more AI agents won't improve outcomes. See why orchestration, not agent count, decides which enterprises actually win with agentic AI.

Customers repeat themselves because routing comes before understanding. See what changes when orchestration sits at the front of every interaction.

Trust or trash the biggest AI customer service claims. Chris Arnold breaks down agentic AI, human-in-the-loop, AI governance, and CX myths.

15 best practices to build a human-in-the-loop operating model for agentic CX, covering workforce transformation, AI governance, AI Ops, and automation.

Can generative AI for customer service resolve issues or just deflect them? Use this framework to assess resolution, governance, and ROI. URL: generative-ai-for-customer-service

See how leading CX teams are setting new standards for personalization, security, and trust, featuring ASAPP's Chris Arnold at CCW Vegas

Most bots deflect demand. Learn how an AI customer service agent resolves issues through integrations, human oversight, and measurable KPIs.

Learn the three tenets of human-AI collaboration for customer service, including HILA, autonomous resolution, and AI optimization at scale.

Every vendor claims to be agentic. Here's what agentic AI actually requires to ship in regulated customer experience: architecture, governance, integration.

Beyond deflection, what are the benefits of AI in customer service? Use a buyer's framework to assess cost, CSAT, FCR, scale, and governanc

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