ASAPP—Why you want conversation summarization designed specifically for CX

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

ASAPP - How anomaly detection helps you handle the unexpected

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
Sam Altschul, PhD

Machine Learning Scientist, ASAPP

ASAPP - How anomaly detection helps you handle the unexpected
ASAPP - The keys to CX success in 2022 (and beyond)

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
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP - The keys to CX success in 2022 (and beyond)
ASAPP - Scaling for growth and expansion

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
Priya Sawant

Director of Engineering

ASAPP - Scaling for growth and expansion
ASAPP - Data like you've never seen before in this industry

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
Jessica Langdorf

Sr. Director, Product Analytics

ASAPP - Data like you've never seen before in this industry
ASAPP - GOLD: Improving Out-of-Scope Detection in Dialogues using Data Augmentation

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
Derek Chen

Research Scientist at ASAPP

ASAPP - GOLD: Improving Out-of-Scope Detection in Dialogues using Data Augmentation
ASAPP - Learning to recommend what agents should do

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
Chris Fox

Staff Machine Learning Engineer

ASAPP - Learning to recommend what agents should do
ASAPP - Why your care strategy must consider issue complexity and urgency

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
Rachel Knaster

Chief Product Officer, ASAPP

ASAPP - Why your care strategy must consider issue complexity and urgency
ASAPP - Modern CX orgs need to think about agent efficiency in a modern way

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
Stephen Canterbury

Senior Customer Success Manager

ASAPP - Modern CX orgs need to think about agent efficiency in a modern way
ASAPP—Ryan McDonald

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
Ryan McDonald, PhD

Chief Scientist at ASAPP

ASAPP—Ryan McDonald
ASAPP—The danger of only using containment rate to measure success

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
Bobby Kovalsky

Customer Experience Strategist at ASAPP

ASAPP—The danger of only using containment rate to measure success