Automation

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—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—How do you know if ML-based features are really working?

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
Jonathan Rossi

Senior Customer Success Manager at ASAPP

ASAPP—How do you know if ML-based features are really working?
ASAPP—How do you find automation workflows for your contact center?

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
Michael Griffiths

Data Scientist, ASAPP

ASAPP—How do you find automation workflows for your contact center?
ASAPP—To realize Forrester’s vision of conversational intelligence, a human focus is needed.

To realize Forrester’s vision of conversational intelligence, a human focus is needed.

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

Macario Namie
Macario Namie

Chief Marketing Officer, ASAPP

ASAPP—To realize Forrester’s vision of conversational intelligence, a human focus is needed.
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—Michael Lawder

Are you missing key revenue growth opportunities?

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

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—Michael Lawder
ASAPP—Four AI-Centered CX Insights from Fortune 500 CXOs

Four AI-centered CX insights from fortune 500 CXOs

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

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—Four AI-Centered CX Insights from Fortune 500 CXOs
ASAPP—Filling in the missing pieces for automation

Filling in the missing pieces for automation

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

Yoav Artzi
Yoav Artzi

Research Fellow at ASAPP

ASAPP—Filling in the missing pieces for automation
ASAPP—Increasing Agent Concurrency without Overwhelming Agents

Increasing agent concurrency without overwhelming agents

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

Cosima Travis
Cosima Travis

Director of Product Management, ASAPP

ASAPP—Increasing Agent Concurrency without Overwhelming Agents