Agents
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
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
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
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
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
When automation is ‘all or nothing’—what are you missing?
Automation or agent? The best results are achieved when you integrate AI into human workflows, optimizing efficiency for both live interactions and self-serve. Read more

Michael Lawder
Chief Experience Officer, ASAPP
Why your digital messaging platform is failing you
Messaging platforms may all seem the same—but legacy technology can’t deliver the breakthrough results that you’d get with a fully AI-driven system. Read more

Macario Namie
Marketing