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 taught model verification, validation, and uncertainty quantification; inverse problems; and the use of high performance computing. She's an educational advocate for AI and data-driven approaches in areas where non-AI solutions have been the status quo.

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

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