While designing AutoCompose, the ASAPP design team turned down the noise in the agents’ workflow to give them a UI that signals the right suggestions at the right time. Read more

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

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

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

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