The latest

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
ASAPP - Why your care strategy must consider issue complexity and urgency

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
Rachel Knaster

Chief Product Officer, ASAPP

ASAPP - Why your care strategy must consider issue complexity and urgency
ASAPP - Modern CX orgs need to think about agent efficiency in a modern way

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
Stephen Canterbury

Senior Customer Success Manager

ASAPP - Modern CX orgs need to think about agent efficiency in a modern way
ASAPP—The danger of only using containment rate to measure success

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
Bobby Kovalsky

Customer Experience Strategist at ASAPP

ASAPP—The danger of only using containment rate to measure success
ASAPP—How do you know if ML-based features are really working?

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
Jonathan Rossi

Senior Customer Success Manager at ASAPP

ASAPP—How do you know if ML-based features are really working?
ASAPP—How do you find automation workflows for your contact center?

How do you find automation workflows for your contact center?

How do you identify the right workflows to automate in the contact center? And quickly implement them? ASAPP was awarded a patent for the technology to meet this challenge. Read more

Michael Griffiths
Michael Griffiths

Data Scientist, ASAPP

ASAPP—How do you find automation workflows for your contact center?
ASAPP—Utilizing Pre-trained Language Model for Speech Sentiment Analysis

Utilizing Pre-trained Language Model for Speech Sentiment Analysis

On the path to real-time speech sentiment analysis, new ASAPP research achieves training efficiency gains with transfer learning between spoken and written language domains. Read more

Suwon Shon
Suwon Shon, PhD

Senior Speech Scientist at ASAPP

ASAPP—Utilizing Pre-trained Language Model for Speech Sentiment Analysis
ASAPP—Multi-mode ASR: Increasing Robustness with Dynamic Future Contexts

Multi-mode ASR: Increasing Robustness with Dynamic Future Contexts

Rather than maintaining multiple ASR models that work under varying time constraints or conditions, new ASAPP research introduces a single multi-mode model that can dynamically adjust to different scenarios. Read more

Kwangyoun Kim
Kwangyoun Kim

Senior Speech Scientist at ASAPP

ASAPP—Multi-mode ASR: Increasing Robustness with Dynamic Future Contexts
ASAPP—Why you want conversation summarization designed specifically for CX

Why you want conversation summarization designed specifically for CX

Here’s the data science behind getting the best conversation summaries (call notes) for your contact center. Read more

Will Wolf
Will Wolf

Staff Machine Learning Engineer at ASAPP

ASAPP—Why you want conversation summarization designed specifically for CX