ASAPP - A contact center case study about call summarization strategies

A contact center case study about call summarization strategies

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

The latest

ASAPP - AI as a feature is not enough

AI as a feature is not enough

AI Native® technology creates opportunities for significant optimization in the contact center. Watch now

Nirmal Mukhi
Nirmal Mukhi

Senior Director of ML Infrastructure

ASAPP - AI as a feature is not enough
ASAPP - Mapping the Agent Journey is more than just a time saver for agents

Mapping the Agent Journey is more than just a time saver for agents

Analyzing the Agent Journey provides insight that can significantly improve your contact center efficiency. Watch now

Adrian Botta
Adrian Botta

Data Scientist

ASAPP - Mapping the Agent Journey is more than just a time saver for agents
ASAPP - Designing AutoCompose

Designing AutoCompose

While designing AutoCompose, the ASAPP design team turned down the noise in the agents’ workflow to give them a UI that signals the right suggestions at the right time. Read more

Min Kim
Min Kim

Staff Designer

ASAPP - Designing AutoCompose
ASAPP - Not all automation is the same

Not all automation is the same

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

Heather Reed
Heather Reed, PhD

Data Scientist, ASAPP

ASAPP - Not all automation is the same
ASAPP - How to start assessing and improving the way your agents use their tools

How to start assessing and improving the way your agents use their tools

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

Adrian Botta
Adrian Botta

Data Scientist

ASAPP - How to start assessing and improving the way your agents use their tools
ASAPP - To measure the performance of Conversational AI, we need more strict, better quality benchmarks

To measure the performance of Conversational AI, we need more strict, better quality benchmarks

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. Read more

Suwon Shon
Suwon Shon, PhD

Senior Speech Scientist at ASAPP

ASAPP - To measure the performance of Conversational AI, we need more strict, better quality benchmarks
What’s different about the ASAPP approach to agent efficiency?

Open the door to automation with JourneyInsight

Learn where you have inefficiencies and get insights powered by a 360 degree view of every workflow in your contact center. Watch now

Ted Burke
Ted Burke

Director, Product Management, ASAPP

What’s different about the ASAPP approach to agent efficiency?
ASAPP - A contact center case study about call summarization strategies

A contact center case study about call summarization strategies

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

Gonzalo Chebi
Gonzalo Chebi, PhD

Data Scientist

ASAPP - A contact center case study about call summarization strategies
ASAPP - Why its so challenging to map Agent Journeys™

Why its so challenging to map Agent Journeys

It isn’t easy to get a holistic view of how contact center agents spend their time to inform optimization. ASAPP Chief Scientist, Ryan McDonald explains why. Watch now

Ryan McDonald
Ryan McDonald, PhD

Chief Scientist at ASAPP

ASAPP - Why its so challenging to map Agent Journeys™
ASAPP - How to Understand Different Levels of AI Systems

How to Understand Different Levels of AI Systems

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. Read more

Michael Griffiths
Michael Griffiths

Data Scientist, ASAPP

ASAPP - How to Understand Different Levels of AI Systems