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ASAPP - Not all automation is the same

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

Heather Reed
Heather Reed, PhD

Data Scientist, ASAPP

ASAPP - Not all automation is the same
ASAPP - How to start assessing and improving the way your agents use their tools

How to start assessing and improving the way your agents use their tools

Empower your leaders to make data-driven, impactful improvements in the call center. JourneyInsight helps you understand customer problems and which tools agents use. Read more

Adrian Botta
Adrian Botta

Data Scientist

ASAPP - How to start assessing and improving the way your agents use their tools
ASAPP - A contact center case study about call summarization strategies

A contact center case study about call summarization strategies

Is your call summarization strategy failing you? Learn from a large enterprise contact center’s mistakes. Read more

Gonzalo Chebi
Gonzalo Chebi, PhD

Data Scientist

ASAPP - A contact center case study about call summarization strategies
ASAPP - Why its so challenging to map Agent Journeys™

Why its so challenging to map Agent Journeys

It isn’t easy to get a holistic view of how contact center agents spend their time to inform optimization. ASAPP Chief Scientist, Ryan McDonald explains why. Watch now

Ryan McDonald
Ryan McDonald, PhD

Chief Scientist at ASAPP

ASAPP - Why its so challenging to map Agent Journeys™
ASAPP - How to Understand Different Levels of AI Systems

How to Understand Different Levels of AI Systems

Understanding the level of an AI system can help predict how the system will change over time – whether it will continuously improve, remain the same, or even degrade. Read more

Michael Griffiths
Michael Griffiths

Data Scientist, ASAPP

ASAPP - How to Understand Different Levels of AI Systems
ASAPP - Bringing State of the Art Speech Transcription to CX

Bringing State of the Art Speech Transcription to CX

End-to-end architecture improves the scalability and performance of machine learning models for speech transcription to serve enterprise contact center needs better. Read more

Prashant Sridhar
Prashant Sridhar

Engineering Manager

ASAPP - Bringing State of the Art Speech Transcription to CX
ASAPP - Wav2vec could be more efficient. So we created our own pre-trained ASR Model for better Conversational AI

Wav2vec could be more efficient, so we created our own pre-trained ASR Model for better Conversational AI.

Wav2vec 2.0 is arguably the most popular approach for using self-supervised training in speech, but it could be more efficient. We introduce SEW for better efficiency and performance. Read more

Felix Wu
Felix Wu, PhD

Research Scientist at ASAPP

ASAPP - Wav2vec could be more efficient. So we created our own pre-trained ASR Model for better Conversational AI
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 - 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