Ted Burke

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.

Innovations in AI and machine learning allow you to offer more predictive, personalized engagement. See how improving the customer experience can not only increase loyalty, but boost your marketing ROI.

ASAPP researchers have spent the past 8+ years pushing the limits of machine learning to provide contact center agents with content suggestions

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

Empower your leaders to make data-driven, impactful improvements in the call center. JourneyInsight helps you understand customer problems and which tools agents use.

For conversational AI to advance, the broader scientific community must be able to work together and explore with easily accessible state-of-the-art baselines for fair performance comparisons.

Is your call summarization strategy failing you? Learn from a large enterprise contact center's mistakes.

Does the customer need a live agent or is automation the right way to handle it? Many companies think it’s a binary question. The best answer is more nuanced.

Understanding the level of an AI system can help predict how the system will change over time – whether it will continuously improve, remain the same, or even degrade.