R&D Innovations

ASAPP—Ryan McDonald

How task-oriented dialog helps empower agents

Task-oriented dialog elevates AI for the contact center, providing a much richer view of what’s happening so agents can more efficiently serve customers’ needs. Watch now

Ryan McDonald
Ryan McDonald, PhD

Chief Scientist at ASAPP

ASAPP—Ryan McDonald
ASAPP—How do you find automation workflows for your contact center?

How do you find automation workflows for your contact center?

How do you identify the right workflows to automate in the contact center? And quickly implement them? ASAPP was awarded a patent for the technology to meet this challenge. Read more

Michael Griffiths
Michael Griffiths

Data Scientist, ASAPP

ASAPP—How do you find automation workflows for your contact center?
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—Multi-mode ASR: Increasing Robustness with Dynamic Future Contexts

Multi-mode ASR: Increasing Robustness with Dynamic Future Contexts

Rather than maintaining multiple ASR models that work under varying time constraints or conditions, new ASAPP research introduces a single multi-mode model that can dynamically adjust to different scenarios. Read more

Kwangyoun Kim
Kwangyoun Kim

Senior Speech Scientist at ASAPP

ASAPP—Multi-mode ASR: Increasing Robustness with Dynamic Future Contexts
ASAPP—Why you want conversation summarization designed specifically for CX

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
Will Wolf

Staff Machine Learning Engineer at ASAPP

ASAPP—Why you want conversation summarization designed specifically for CX
ASAPP—Introducing CLIP: A Dataset to Improve Continuity of Patient Care with Unsupervised NLP

Introducing CLIP: A Dataset to Improve Continuity of Patient Care with Unsupervised NLP

In pursuit of our mission to enhance human performance and automate the world’s workflows, ASAPP is releasing one of the largest annotated datasets for clinical NLP. Read more

James Mullenbach
James Mullenbach

Research Engineer at ASAPP

ASAPP—Introducing CLIP: A Dataset to Improve Continuity of Patient Care with Unsupervised NLP
ASAPP—Why a little increase in transcription accuracy is such a big deal

Why a little increase in transcription accuracy is such a big deal

Highly accurate speech-to-text transcription can provide tremendous value, but most off-the-shelf ASR models struggle with the words that matter most. Read more

AustinMeyer
Austin Meyer

Head of Solution Design at ASAPP

ASAPP—Why a little increase in transcription accuracy is such a big deal
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.
ASAPP—Reduce wait times, increase CSAT scores. But, how?

Reduce wait times, increase CSAT scores. But, how?

Customers don’t like to wait. That’s no surprise. But, did you know keeping them waiting impacts CSAT scores, loyalty, and lifetime value? Read more

Denton Zhao
Denton Zhao

Data Scientist, ASAPP

ASAPP—Reduce wait times, increase CSAT scores. But, how?
ASAPP—Addressing Instabilities For Few-sample BERT Fine-tuning

Addressing instabilities for few-sample BERT fine-tuning

Building on recent advances in natural language processing, new research from Felix Wu identifies ways to significantly stabilize BERT fine-tuning on small datasets. Read more

Felix Wu
Felix Wu, PhD

Research Scientist at ASAPP

ASAPP—Addressing Instabilities For Few-sample BERT Fine-tuning