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

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

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

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

Forrester Research names ASAPP among the leading conversational intelligence providers, recognition for delivering CX performance improvements at scale. Read more

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

Identify best prospects and proactively engage them (at the right time) to close more sales. Learn how to grow revenue with the help of machine learning. Watch now

How do CXOs expect AI to improve customer experience? See what they say about innovations in automation to help agents, access richer insight, and more. Read more

Natural language input can be hard to classify. ASAPP research goes beyond conventional methods, building better systems to inform more accurate automation. Read more

Empower your agents to handle multiple conversations at once the smart way. Use machine learning to dynamically adjust concurrency based on multiple factors. Read more