Automation

ASAPP—The profound limitations of rules-based chatbots

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
Joseph Hackman

Senior Machine Learning Engineering Manager, ASAPP

ASAPP—The profound limitations of rules-based chatbots
ASAPP—Automation Should Help Resolve, Not Deflect

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

AustinMeyer
Austin Meyer

Head of Solution Design at ASAPP

ASAPP—Automation Should Help Resolve, Not Deflect
ASAPP—How to Improve Throughput by Increasing Concurrency

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
Mike Friedman

Head of Business Operations, ASAPP

ASAPP—How to Improve Throughput by Increasing Concurrency
ASAPP—What’s wrong with an automation vs human approach?

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
Judith Spitz, PhD

Advisor, ASAPP

ASAPP—What’s wrong with an automation vs human approach?
ASAPP—The False Imperative of Customer Service Automation

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
Macario Namie

Marketing

ASAPP—The False Imperative of Customer Service Automation
ASAPP—Collaboration in the Digital Age: The Value Proposition at the Intersection of People and Machines

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Throw out the outdated idea that you have to decide between people and automation.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
Judith Spitz, PhD

Advisor, ASAPP

ASAPP—Collaboration in the Digital Age: The Value Proposition at the Intersection of People and Machines