Ted Burke

Where is automation the most impactful? Our AI models specialize in automating even the most difficult parts of customer interactions.

Discover how a human-in-the-loop workflow ensures safe and effective Generative AI deployment in contact centers

Security and safety are key but distinct elements in AI. Discover how they influence the development of trustworthy generative AI for CX.

Overcoming digital chat platform issues - fragmented journeys, lack of adaptability, and ineffective AI. Learn how ASAPP’s AI-native solutions enhance customer experiences and efficiency.

Choosing the right CX software can be difficult. Learn how to think about choosing between a best-of-breed digital channel solution vs. an omnichannel solution.

This blog post defines voice analytics and describes its benefits for the contact center. Then, it walks through various use cases for voice analytics. Finally, it prescribes a framework for thinking through acquiring technology to improve your analytics.

After call work (ACW) plays a crucial role in CX: ensuring accurate record-keeping, compliance with regulations, and follow-up actions after customer interactions. It's critical work that agents take to maintain high-quality customer service standards. 

Average Handle Time (AHT) is a key contact center metric that measures the average time of a customer interaction. In this blog we show you how to calculate & discuss impacts reducing AHT can have.

To deliver exceptional customer experiences at scale, it's critical to recognize the indispensability of accurate, fast, automated transcription. This foundational capability empowers contact centers to make well-informed decisions, boost operational efficiency, and provide unmatched customer satisfaction.

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.