Measuring Success

ASAPP - Not all automation is the same

Not all automation is the same

Where is automation the most impactful? Our AI models specialize in automating even the most difficult parts of customer interactions. Read more

Heather Reed
Heather Reed, PhD

Data Scientist, ASAPP

ASAPP - Not all automation is the same
ASAPP - How to start assessing and improving the way your agents use their tools

How to start assessing and improving the way your agents use their tools

Empower your leaders to make data-driven, impactful improvements in the call center. JourneyInsight helps you understand customer problems and which tools agents use. Read more

Adrian Botta
Adrian Botta

Data Scientist

ASAPP - How to start assessing and improving the way your agents use their tools
ASAPP - A contact center case study about call summarization strategies

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
Gonzalo Chebi, PhD

Data Scientist

ASAPP - A contact center case study about call summarization strategies
ASAPP - Why your care strategy must consider issue complexity and urgency

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
Rachel Knaster

Chief Product Officer, ASAPP

ASAPP - Why your care strategy must consider issue complexity and urgency
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?
ASAPP—Utilizing Pre-trained Language Model for Speech Sentiment Analysis

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
Suwon Shon, PhD

Senior Speech Scientist at ASAPP

ASAPP—Utilizing Pre-trained Language Model for Speech Sentiment Analysis
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
ASAPP—To realize Forrester’s vision of conversational intelligence, a human focus is needed.

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
Macario Namie

Chief Marketing Officer, ASAPP

ASAPP—To realize Forrester’s vision of conversational intelligence, a human focus is needed.
ASAPP—Task-oriented dialogue systems could be better. Here’s a new dataset to help.

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
Derek Chen

Research Scientist at ASAPP

ASAPP—Task-oriented dialogue systems could be better. Here’s a new dataset to help.