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

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

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

How do you measure efficiency and effectiveness in your contact center—for individual agents and for the team as a whole? Gain insight from our CX pros working with large consumer brands. Read more

How do you identify the right workflows to automate in the contact center? And quickly implement them? ASAPP was awarded a patent for the technology to meet this challenge. Read more

Are you meeting your customers where they are? Don’t get left behind as customer expectations evolve. Watch now

On the path to real-time speech sentiment analysis, new ASAPP research achieves training efficiency gains with transfer learning between spoken and written language domains. Read more

Rather than developing and maintaining multiple ASR models that work under varying levels of time constraints or conditions, new ASAPP research introduces a single multi-mode model that can dynamically adjust to various environments and scenarios. Read more

Here’s the data science behind getting the best conversation summaries (call notes) for your contact center. Read more

In pursuit of ASAPP’s mission of augmenting human activity and automating the world’s workflows, we are releasing one of the largest annotated datasets for clinical NLP. Read more