Thalia Chodat

The first ASAPP Consumer Agent Index analyzes ~2,300 chats where the customer was a consumer agent. Built from ASAPP customer data and updated monthly.

AI buyer fatigue is real. Learn how to tell AI that helps humans deliver service from AI that delivers it, and six questions to ask every vendor.

Consumer AI agents will soon manage customer relationships. Learn what agent-to-agent CX operations mean for loyalty, automation, and enterprise AI.

Customers are sending AI agents to your contact center. Here's which ones you can detect, which you can't, and how to design controls that hold either way.

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