Automation
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
Not all automation is the same
Where is automation the most impactful? Our AI models specialize in automating even the most difficult parts of customer interactions. Read more
Heather Reed, PhD
Data Scientist, ASAPP
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
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
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
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
How do you know if ML-based features are really working?
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
Jonathan Rossi
Senior Customer Success Manager at ASAPP
How do you find automation workflows for your contact center?
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
Michael Griffiths
Data Scientist, ASAPP
