Agents
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
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
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
Open the door to automation with JourneyInsight
Learn where you have inefficiencies and get insights powered by a 360 degree view of every workflow in your contact center. Watch now
Ted Burke
Director, Product Management, 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
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, PhD
Chief Scientist at ASAPP
Is your technology working against your agents?
Stop building walls around your agents. Instead of damaging the relationship between you and your customers, help your agents collaborate with AI technology. Watch now
Judith Spitz, PhD
Advisor, ASAPP
Designed to be proficient on day 1
By combining an intuitive user experience with AI-driven recommendations, you can radically improve the onboarding process. Here’s our approach to making agents successful, faster. Read more
Brad Stell
VP, Product Design
How anomaly detection helps you handle the unexpected
CX teams can identify and react to unexpected customer behavior faster using ASAPP anomaly detection. Learn what makes our models so effective. Read more
Sam Altschul, PhD
Machine Learning Scientist, 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
