The latest
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
Chief Experience Officer, ASAPP
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
Director of Engineering
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
Sr. Director, Product Analytics
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
Research Scientist at ASAPP
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
Staff Machine Learning Engineer
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
Chief Product Officer, ASAPP
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
Senior Customer Success Manager
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, PhD
Chief Scientist at ASAPP
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
Customer Experience Strategist at ASAPP
How do you know if ML-based features are really working?
How do you measure efficiency and effectiveness in your contact center—for individual agents and for the team as a whole? Gain insight from our CX pros working with large consumer brands. Read more

Jonathan Rossi
Senior Customer Success Manager at ASAPP