Why you want conversation summarization designed specifically for CX
Here’s the data science behind getting the best conversation summaries (call notes) for your contact center.
The latest
How anomaly detection helps you handle the unexpected
CX teams can identify and react to unexpected customer behavior faster using ASAPP anomaly detection. Learn what makes our models so effective. Read more
Sam Altschul, PhD
Machine Learning Scientist, ASAPP
The keys to CX success in 2022 (and beyond)
The new year brings new challenges for CX organizations. Here are four real ways teams are succeeding during these uncertain times. Read more
Michael Lawder
Chief Experience Officer, ASAPP
Scaling for growth and expansion
AI services should grow with your business. Learn how ASAPP scales to meet your needs, from deployment to continued refinement and expansion. Watch now
Priya Sawant
Director of Engineering
Data like you’ve never seen before in this industry
Unlock insights to answer any business question. ASAPP offers customers access to an unparalleled breadth of data. Watch now
Jessica Langdorf
Sr. Director, Product Analytics
GOLD: Improving Out-of-Scope Detection in Dialogues using Data Augmentation
New ASAPP research introduces an orthogonal technique that augments existing data to train better out of scope detectors operating in low-data regimes. Read more
Derek Chen
Research Scientist at ASAPP
Learning to recommend what agents should do
Are your ML models learning the right things? Here’s what we discovered when we took a closer look at what agents do vs. what they should do in one situation. Read more
Chris Fox
Staff Machine Learning Engineer
Why your care strategy must consider issue complexity and urgency
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. Read more
Rachel Knaster
Chief Product Officer, ASAPP
Modern CX orgs need to think about agent efficiency in a modern way
Are you measuring what matters in your contact center? AHT – or average handle time – can’t really measure agent efficiency in an asynchronous, digital world. Here’s thought on more modern metrics. Read more
Stephen Canterbury
Senior Customer Success Manager
How task-oriented dialog helps empower agents
Task-oriented dialog elevates AI for the contact center, providing a much richer view of what’s happening so agents can more efficiently serve customers’ needs. Watch now
Ryan McDonald, PhD
Chief Scientist at ASAPP
The danger of only using containment rate to measure success
Containment rate is not a good measure of success, used alone. A good metric will also consider if the customer’s need was met. Here’s how we measure. Read more
Bobby Kovalsky
Customer Experience Strategist at ASAPP