R&D Innovations
Why AHT isn’t the right measure in an asynchronous and multi-channel world
How should we be measuring agent efficiency when it comes to concurrent digital conversations? In a multi-channel world, is AHT really the right metric to gauge CX success? Read more
Heather Reed, PhD
Data Scientist, ASAPP
The brittleness of RPA is failing you
Overcome the limitations of RPA with AI-driven automation that helps your agents more efficiently navigate a myriad of back office systems. Read more
Nicolás D’Ippolito, PhD
Head of Engineering
Increasing human productivity is key to transforming CX
True CX innovation requires a focus on the agents who interact with your customers all day. Watch now
Gustavo Sapoznik
Founder and CEO, ASAPP
Using automation to increase revenue during customer conversations
Grow your revenue by using patented AI technology to determine the right time to upsell and the right offer to present. Read more
Shawn Henry, PhD
Director of Intellectual Property and Research Scientist at ASAPP
How model calibration leads to better automation
Integrating machine learning into agent workflows can radically increase productivity. But for the best accuracy (and results), you need proper calibration. Read more
Ethan Elenberg, PhD
Research Scientist at ASAPP
Training natural language models to understand new customer events in hours
When we apply structured nearest neighbor learning techniques to named entity recognition (NER), we’re able to double performance, improving accuracy and customer experiences. Read more
Yi Yang, PhD
Research Scientist, ASAPP
The consumer is the ultimate winner in the race for accuracy in speech recognition
ASAPP Research takes the lead, moving ahead of Google, with 98.25% ASR accuracy. Consumer companies and the customers they serve are the real winners. Read more
Kyu Han, PhD
Director of Speech Modeling, ASAPP
Research feeds product innovation
Real product innovation is born from machine learning research—and a passion for doing things that have never been done before. Watch now
Sam Altschul, PhD
Machine Learning Scientist, ASAPP
Fast, accurate transcription and analytics can transform your business
Real-time highly accurate transcription that feeds analytics for immediate action can significatly improve CX performance and customer satisfaction. Watch now
Tao Ma, PhD
VP of Language Technology group at ASAPP
How machine learning delivers a custom solution for every enterprise
ASAPP AI models continuously learn from every customer interaction to optimize for your business. Learn why this advanced machine learning is radically more efficient than rules-based systems. Watch now
Michael Griffiths
Data Scientist, ASAPP
