Customer Experience

Generating New Customer Intelligence

Contact centers are goldmines of market information, see how AutoSummary elevates actionable insights. Read more

Michael Griffiths
Michael Griffiths

Data Scientist, ASAPP

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
Ryan McDonald, PhD

Chief Scientist at ASAPP

ASAPP - Generative AI

Generative AI: When to Go Wide and When to Go Deep

ASAPP Chief Scientist Ryan McDonald filters out the signal from the noise regarding leveraging Generative AI like ChatGPT and other LLMs (large language models) for CX Read more

Ryan McDonald
Ryan McDonald, PhD

Chief Scientist at ASAPP

ASAPP - Generative AI
ASAPP - AutoSummary's 3R Framework Raises the Bar for Agent Call Notes

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
Nirmal Mukhi

Senior Director of ML Infrastructure

ASAPP - AutoSummary's 3R Framework Raises the Bar for Agent Call Notes
ASAPP - The keys to CX success in 2022 (and beyond)

The keys to CX success in 2022 (and beyond)

The new year brings new challenges for CX organizations. Here are four real ways teams are succeeding during these uncertain times. Read more

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP - The keys to CX success in 2022 (and beyond)
ASAPP - Modern CX orgs need to think about agent efficiency in a modern way

Modern CX orgs need to think about agent efficiency in a modern way

Are you measuring what matters in your contact center? AHT – or average handle time – can’t really measure agent efficiency in an asynchronous, digital world. Here’s thought on more modern metrics. Read more

Stephen Canterbury
Stephen Canterbury

Senior Customer Success Manager

ASAPP - Modern CX orgs need to think about agent efficiency in a modern way
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?

Balancing customer expectations with efficiency

Are you meeting your customers where they are? Don’t get left behind as customer expectations evolve. Watch now

Judith Spitz
Judith Spitz, PhD

Advisor, ASAPP

ASAPP—Why companies who want true VoC need to engage the power of AI

Why companies who want true VoC need to engage the power of AI

Engage the power of AI to get rich voice of the customer (VoC) insight that you can act on right now. Build loyalty and grow CLV. Read more

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—Why companies who want true VoC need to engage the power of AI