Heather Reed, PhD

Heather Reed

Heather Reed, PhD is a Data Scientist at ASAPP where she applies her understanding of AI and statistical analysis to gain novel and in-depth insights into ASAPP products and users. Prior to joining ASAPP Heather spent Spring of 2018 at NASA Langley Research Center as a Visiting Scientist and has been invited to teach model verification, validation, and uncertainty quantification; inverse problems; and the use of high performance computing for this organization. She's an advocate for education related to AI and data-driven approaches, particularly for traditionally in areas where non-AI solutions have been the status quo.

Why AHT isn’t the right measure in an asynchronous and multi-channel world

How should we be measuring agent efficiency when it comes to concurrent digital conversations? In a multi-channel world, is AHT really the right metric to gauge CX success? Read more

Does AI really improve agent efficiency?

How does AI augmentation impact agent productivity? Here’s how we measure improvements in throughput, looking at agent handle time (AHT) and concurrency. Read more

Solving contact center challenges with data

Instead of talking about AI to replace humans, what if we use AI to help them? When machine and human intelligence work together you get breakthrough results. Watch now