Tao Ma

Excellent, automatic transcription is mission-critical for digital CX transformation. This article walks you through everything you need to look for to ensure you are building the best foundation for your contact center.

The importance of highly accurate, fast, and automated transcription cannot be overstated. It enables organizations to unlock invaluable insights from customer interactions and is the bedrock for effectively leveraging AI technologies.

We are thrilled to announce a revolutionary new product, GenerativeAgent™, which automates what was previously impossible to automate with our fully conversational generative AI voice and chat agent.

Customers change fast. Contact centers don’t. That’s precisely where summarizations can help. The integration of generative AI summarization solutions into customer experience strategies represents a transformative leap forward for the CX industry. Here’s what to consider when choosing a summarization solution that aligns with your needs.

The insights gained from a modern transcription + summary solution are invaluable in shaping your broader AI strategy. They provide a blueprint for identifying which areas of your business can benefit most from AI, helping to prioritize future projects. This strategic approach ensures that each step of your AI journey is aligned with your business objectives, maximizing the return on your AI investments.

Creating effective and insightful summaries of customer interactions is essential but it’s not easy to do. Read the top 8 things standing in your way.

Good summaries are essential to a well-run CX organization. Explore what summaries are, what makes a good summary, and why they are invaluable for modern CX organizations.

The 5 CX AI trends for 2024 - new generative AI bots, technology blended with the human touch, and how it will deliver transformational business value.

Contact centers are goldmines of market information, see how AutoSummary elevates actionable insights.

ASAPP Chief Scientist Ryan McDonald on why effective agent augmentation requires Agent Models versus Language Models

ASAPP Chief Scientist Ryan McDonald filters out the signal from the noise regarding leveraging Generative AI like ChatGPT and other LLMs (large language models) for CX

Playing "keep the customer away from the agent" is a lousy use of automation. A better strategy: Use automation to help the agent resolve customer issues.