The latest
Generating New Customer Intelligence
Contact centers are goldmines of market information, see how AutoSummary elevates actionable insights. Read more

Michael Griffiths
Data Scientist, ASAPP
Generative AI for Agent Augmentation: Agents Models not Language Models
ASAPP Chief Scientist Ryan McDonald on why effective agent augmentation requires Agent Models versus Language Models Read more

Ryan McDonald, PhD
Chief Scientist at ASAPP
Generative AI: When to Go Wide and When to Go Deep
ASAPP Chief Scientist Ryan McDonald filters out the signal from the noise regarding leveraging Generative AI like ChatGPT and other LLMs (large language models) for CX Read more

Ryan McDonald, PhD
Chief Scientist at ASAPP
AutoSummary’s 3R Framework Raises the Bar for Agent Call Notes
The “3R Framework” of Reason, Resolution, and Result guarantees quality notes while saving minutes of agent time. Read more

Nirmal Mukhi
Senior Director of ML Infrastructure
ASAPP tops ASR leaderboard with E‑Branchformer
See how ASAPP speech scientists recently developed the most accurate ASR model. Read more

Kwangyoun Kim
Senior Speech Scientist at ASAPP
Designing AutoCompose
While designing AutoCompose, the ASAPP design team turned down the noise in the agents’ workflow to give them a UI that signals the right suggestions at the right time. Read more

Min Kim
Staff Designer
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, PhD
Data Scientist, ASAPP
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
Data Scientist
To measure the performance of Conversational AI, we need more strict, better quality benchmarks
For conversational AI to advance, the broader scientific community must be able to work together and explore with easily accessible state-of-the-art baselines for fair performance comparisons. Read more

Suwon Shon, PhD
Senior Speech Scientist at ASAPP
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, PhD
Data Scientist