Automation
The profound limitations of rules-based chatbots
Rules-based chatbots simply can’t handle the complexities of customer conversations. See why forward-looking companies have moved on. Read more
Joseph Hackman
Senior Machine Learning Engineering Manager, ASAPP
Automation should help resolve, not deflect
Playing “keep the customer away from the agent” is a lousy use of automation. A better strategy: Use automation to help the agent resolve customer issues. Read more
Austin Meyer
Head of Solution Design at ASAPP
How to improve throughput by increasing concurrency
Make it easier for agents to manage more than one conversation at a time—in a way your customers will love—and watch throughput soar. Read more
Mike Friedman
Head of Business Operations, ASAPP
What’s wrong with an automation vs human approach?
Revolutionary thinking drives high-impact results. Here’s why automation should be used to empower human agents, not replace them. Watch now
Judith Spitz, PhD
Advisor, ASAPP
The false imperative of customer service automation
Customers talking to agents is not a failure of automation. But thinking that the sole use of automation is to keep customers away from agents is a failure of the imagination. See what’s possible. Read more
Macario Namie
Marketing
Collaboration in the digital age: Value at the intersection of people and machines
Throw out the outdated idea that you have to decide between people and automation. The real win is when the two work together seamlessly. Read more
Judith Spitz, PhD
Advisor, ASAPP
