Workflows
Why its so challenging to map Agent Journeys
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

Ryan McDonald, PhD
Chief Scientist at ASAPP
Learning to recommend what agents should do
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

Chris Fox
Staff Machine Learning Engineer
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
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
Data Scientist, ASAPP
Why your digital messaging platform is failing you
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

Macario Namie
Chief Marketing Officer, ASAPP
Automation or agent? A fluid mix gets best results.
Integrate AI-driven automation seamlessly into agent workflows for higher productivity, greater customer satisfaction. Watch now

Rachel Knaster
Chief Product Officer, 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
What’s wrong with an automation vs human approach?
Revolutionary thinking drives high-impact results. Here’s why automation should be used to empower human agents, not replace them. Watch now

Judith Spitz, PhD
Advisor, ASAPP
The false imperative of customer service automation
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

Macario Namie
Chief Marketing Officer, ASAPP