It isn’t easy to get a holistic view of how contact center agents spend their time to inform optimization. ASAPP Chief Scientist, Ryan McDonald explains why. Watch now

Are your ML models learning the right things? Here’s what we discovered when we took a closer look at what agents do vs. what they should do in one situation. Read more

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

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

Messaging platforms may all seem the same—but legacy technology can’t deliver the breakthrough results that you’d get with a fully AI-driven system. Read more

Integrate AI-driven automation seamlessly into agent workflows for higher productivity, greater customer satisfaction. Watch now

Integrating machine learning into agent workflows can radically increase productivity. But for the best accuracy (and results), you need proper calibration. Read more

Revolutionary thinking drives high-impact results. Here’s why automation should be used to empower human agents, not replace them. Watch now

Customers talking to agents is not a failure of automation. But thinking that the sole use of automation is to keep customers away from agents is a failure of the imagination. See what’s possible. Read more