Customer Experience
Generating New Customer Intelligence
Contact centers are goldmines of market information, see how AutoSummary elevates actionable insights. Read more
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, PhD
Chief Scientist at ASAPP
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, 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
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
Chief Experience Officer, ASAPP
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
Senior Customer Success Manager
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
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, PhD
Advisor, ASAPP
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
Chief Experience Officer, ASAPP
