Measuring Success
A contact center case study about call summarization strategies
Is your call summarization strategy failing you? Learn from a large enterprise contact center’s mistakes. Read more
Gonzalo Chebi, PhD
Data Scientist
Scaling for growth and expansion
AI services should grow with your business. Learn how ASAPP scales to meet your needs, from deployment to continued refinement and expansion. Watch now
Priya Sawant
Director of Engineering
Data like you’ve never seen before in this industry
Unlock insights to answer any business question. ASAPP offers customers access to an unparalleled breadth of data. Watch now
Jessica Langdorf
Sr. Director, Product Analytics
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 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