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.
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