Agents

ASAPP - Designing AutoCompose

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
Min Kim

Staff Designer

ASAPP - Designing AutoCompose
ASAPP - A contact center case study about call summarization strategies

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
Gonzalo Chebi, PhD

Data Scientist

ASAPP - A contact center case study about call summarization strategies
ASAPP - Designed to be proficient on Day 1

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
Brad Stell

VP, Product Design

ASAPP - Designed to be proficient on Day 1
ASAPP - How anomaly detection helps you handle the unexpected

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
Sam Altschul, PhD

Machine Learning Scientist, ASAPP

ASAPP - How anomaly detection helps you handle the unexpected
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—When automation is ‘all or nothing’—what are you missing?

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
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—When automation is ‘all or nothing’—what are you missing?
ASAPP—Why your digital messaging platform is failing you

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
Macario Namie

Marketing

ASAPP—Why your digital messaging platform is failing you