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Many enterprises running generative AI agents in customer service eventually run into the same problem. The problems aren’t in the lab. They’re in real conversations, where customers phrase things in ways no one planned for, skip steps, change their minds mid-thread, and surface edge cases no test plan anticipated.
The way most teams find these issues is the way they’ve always found them: someone spots a problem, then spends hours reconstructing it. They write a scenario, invent mock data, define what the customer wanted, and decide what “good” looks like. By the time the test exists, the momentum is gone, and plenty of problems never get a test at all.
At ASAPP, we think that’s backwards. Your production conversations show how customers really talk and behave, so your testing should start there.
Introducing scenario capture
ASAPP has rolled out scenario capture in CXP. When a live conversation shows your GenerativeAgentⓇ needs refinement, your team can turn it into a ready-to-run scenario test in a few clicks. ASAPP automatically generates the test description, mock data, customer goals, and evaluation criteria from the conversation itself, so nobody has to build them by hand.
You can build a test from a full conversation, or zero in on a single moment. If the problem was one turn in the middle of a long interaction, ASAPP can create a test starting at that exact point, carrying forward everything that led up to it. Your team tests the behavior that matters without replaying everything around it.
Why it matters
A faster feedback loop. The gap between “we found a problem” and “we can prove it’s fixed” shrinks from hours of setup to a few clicks. Your team spends its time improving the agent, not reconstructing the issue.
Tests that reflect real customers. Scenarios built from actual conversations capture how customers really talk and behave. That means testing against real phrasing, real context, and real edge cases, so you catch the problems that matter instead of the ones you imagined.
Coverage that scales with your business. Broad test coverage is hard to maintain when every scenario is a manual project. With setup automated, every production issue can become a lasting regression test, and your coverage grows alongside your real-world experience.
Built for the agentic enterprise
This capability reflects how we’ve built CXP from the start. Most customer service stacks bolt AI agents onto the side of existing tools. CXP is the platform that orchestrates and governs them, bringing AI, human expertise, and your enterprise systems together to resolve customer issues across voice and digital channels.
Within that platform, every interaction becomes structured intelligence that makes the system smarter. Our Simulation Agent lets teams test agent behavior against realistic scenarios before changes go live, and the Insights Agent surfaces where customers are running into friction. Creating tests from production conversations ties these together, closing the loop between what’s happening in live interactions and how you validate improvements.
It’s also part of our commitment to open design. We don’t believe in black-box AI for something as consequential as customer service. CXP gives enterprises the same kind of testing and monitoring visibility ASAPP relies on internally, so you can trust your agents and verify their performance.
An AI agent proves its value through consistency: staying accurate, safe, and responsive across thousands of interactions, not in one impressive response. Continuous, production-grounded testing is how you earn that consistency at scale.
Want to see how CXP turns every customer interaction into measurable performance lift? Request a demo here.
