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It’s time to reset the conversation around agentic CX.
Since ASAPP introduced GenerativeAgentⓇ in April 2024, agentic solutions for CX have proliferated, and enterprises have adopted them. For the most part, they’re point solutions. They integrate into the existing tech stack, but only to a degree, and they don’t work together. Those limitations impose a ceiling on the value you can realize with AI solutions.
And the agentic era is just getting started. There’s so much more to come. Without a major shift in how we incorporate agentic AI into the enterprise, we’ll all just be adding to the technology sprawl.
That’s why we built the ASAPP Customer Experience Platform (CXP). Its release marks the creation of a new category of technology for CX, the agentic customer experience platform. It’s not another point solution. It’s the intelligence and orchestration layer that lays the foundation for becoming an agentic enterprise.
Trust is the catalyst for growth in the agentic era
Customer service operations acquire new technology solutions regularly. It’s a familiar motion. You choose the solution (and vendor) you believe most likely to perform the specific tasks you’ve defined.
At their core, agentic solutions are different. They don’t require explicit instruction for each step they take. They’re goal-driven, acting independently within your organization. They’re more like an active partner in implementing your CX strategy than a point solution that simply executes your predefined commands.
With traditional technology, and even earlier AI point solutions, the conversation centered on product features and the efficiency gains AI could offer. In contrast, the value equation with agentic AI hinges on one thing—trust. Which solution and vendor do you trust to partner with you in your organization’s evolution in the agentic era?
Why enterprises trust ASAPP with mission-critical customer service
Trust is built over time but can be lost in a single moment. That’s true for tech vendors and for every business where customer experience matters.
In late January, a massive storm disrupted travel, canceling more than 20,000 flights across the US. Stranded passengers scrambled to rebook, many already stuck in airports mid-travel. It’s the kind of moment when trust is easily lost.
But one major airline had an advantage—GenerativeAgent handled 34,000 customer interactions and rebooked 3,800 flights automatically. The AI’s ability to handle concurrent interactions at scale eased the burden on the airline’s staff. The system understood and adapted to relevant context throughout the storm’s disruption. And customers got help immediately instead of waiting.
For this airline, when it mattered most, trust was strengthened, not lost.
Major disruptions, volume surges, and high-stakes moments can occur in any industry. The ASAPP CXP is designed for industries where customer interactions are complex, urgent, and deeply tied to trust, from travel & hospitality and insurance to financial services, retail, telecom, utilities, and healthcare. Each faces unique CX challenges, but all need a platform built to orchestrate AI agents and human expertise seamlessly across every customer journey.
Since 2014, ASAPP has combined advanced research in natural language understanding, speech recognition, and generative AI to move customer experience beyond rigid workflows and fragmented tools. Over the years, enterprises have invested in those tools because they were purpose-built to increase contact center capacity, lower cost-to-serve, and improve the customer experience—all at the same time.
Those enterprises have stayed with us because we helped them earn and maintain the trust of their customers, time and time again—with a strong ROI.
When great CX is the norm, business outcomes become the differentiator
There’s a whole industry of technology to improve parts of the customer experience—intent miners, routing solutions, bots that converse naturally, real-time agent assist, AI agents that serve customers directly, and more.
Over the past year, AI solution providers sprinted to claim experience leadership with one offering after another. Today almost every vendor claims to deliver a differentiated experience. But as the quality of customer service improves, it coalesces around a new standard. As we get closer to that point, the real difference between solutions is what’s happening inside the enterprise.
In most contact centers, point solutions still dominate the ecosystem. What’s missing is an orchestration layer that ties it all together. A platform that fully contains customer interactions and resolves customer issues end-to-end with a seamless flow will shatter the point solution mold. If it gathers and analyzes data at every step to generate new intelligence, it will refocus CX on a new set of business outcomes.
That’s what we designed CXP to deliver.
The architecture built for trust and growth
The ASAPP CXP is built on an agentic foundation with an architecture designed for enterprise scale and complexity. More than a robust set of features, it enables a holistic approach to end-to-end customer journeys, delivering:
- Voice quality that preserves brand and intent
Natural, high-fidelity interactions that reflect your brand’s voice and don’t degrade under pressure. - Native integrations at the top of the CX stack
Seamless connectivity with CRM, billing systems, CCaaS, and core enterprise infrastructure, without ripping and replacing. You can keep using the tech stack you’ve already built specifically for your needs. - Ease of deployment without long rework cycles
Faster time to value: launch new agents in weeks, not quarters. - The flexibility to mix deterministic and generative flows
Matching task type to execution method—rule-based where precision is essential, generative where nuance matters. - Seamless experience without context loss
Customers and human agents alike operate with full context, preserving continuity through every step.
This isn’t about simply adding more agentic capabilities to your tech stack. It’s about creating an orchestration and intelligence layer that centers customer relationships and unlocks new growth for the enterprise.
Investing in continued growth
For years, when enterprises invested in CX tech, they were investing in experiences for their customers. As we transition into the agentic era, those experiences will be the bare minimum of what CX tech can (and should) deliver.
It’s time to invest in something more—your continued growth.
Simply meeting customer expectations for seamless experiences won’t set your brand apart anymore. Instead, you’ll need to be positioned to seize every opportunity to connect, personalize, and strengthen the customer relationship. Every customer relationship. That’s how you’ll drive value and win a competitive advantage.
It’s also why leading enterprises have stuck with ASAPP over the years:
- We don’t let businesses lose customer opportunities due to hesitation, confusion, or broken context.
- We deliver consistency that compounds as every interaction reinforces trust.
- We build platforms that stick because they work, not because they’re trendy.
This compounding reliability, when mission-critical interactions run without failure, is how growth becomes self-sustaining.
Clarifying the conversation: Growth depends on trust
So, why is resetting the conversation around agentic CX on our mind? Because we just held our annual sales bootcamp. This year, it wasn’t a product showcase. Or a hype session. It was a strategic realignment.
We didn’t fixate on features or dwell on how we stack up against competitors. We anchored ourselves in why enterprise customers have chosen ASAPP for years—and why they continue to expand with us.
We returned again and again to our belief that from this moment on, growth—for our enterprise customers and for ASAPP—will be agentic, holistic, and deeply rooted in trust.
The photo from our bootcamp tells the story: alignment around a single point of view, not a handful of bullet points. This is what growth looks like when you strip away noise and focus on what enterprises truly need from the ASAPP CXP: trust, reliability, and mission-critical performance, proven time after time, with compounding value.
