Measuring Success
Why your care strategy must consider issue complexity and urgency
Does the customer need a live agent or is automation the right way to handle it? Many companies think it’s a binary question. The best answer is more nuanced. Read more
Rachel Knaster
Chief Product Officer, ASAPP
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
Utilizing Pre-trained Language Model for Speech Sentiment Analysis
On the path to real-time speech sentiment analysis, new ASAPP research achieves training efficiency gains with transfer learning between spoken and written language domains. Read more
Suwon Shon, PhD
Senior Speech Scientist at ASAPP
Why you want conversation summarization designed specifically for CX
Here’s the data science behind getting the best conversation summaries (call notes) for your contact center. Read more
Will Wolf
Staff Machine Learning Engineer at 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
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
Chief Marketing Officer, ASAPP
Task-oriented dialogue systems could be better. Here’s a new dataset to help.
Dialogue State Tracking has run its course. That’s why we’re establishing a new Action-Based Conversations Dataset. Read more
Derek Chen
Research Scientist at ASAPP
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
Chief Experience Officer, ASAPP
Can your sales agents generate more revenue?
Customers are eager to take care of shopping needs by messaging with agents. See how you can grow revenue by using AI to empower your digital sales team. Watch now
Rachel Knaster
Chief Product Officer, ASAPP