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ASAPP Chief Scientist Ryan McDonald on why effective agent augmentation requires Agent Models versus Language Models

ASAPP Chief Scientist Ryan McDonald filters out the signal from the noise regarding leveraging Generative AI like ChatGPT and other LLMs (large language models) for CX

Playing "keep the customer away from the agent" is a lousy use of automation. A better strategy: Use automation to help the agent resolve customer issues.

Innovations in AI and machine learning allow you to offer more predictive, personalized engagement. See how improving the customer experience can not only increase loyalty, but boost your marketing ROI.

AI Native® technology creates opportunities for significant optimization in the contact center.

Analyzing the Agent Journey provides insight that can significantly improve your contact center efficiency.

ASAPP researchers have spent the past 8+ years pushing the limits of machine learning to provide contact center agents with content suggestions

Where is automation the most impactful? Our AI models specialize in automating even the most difficult parts of customer interactions.

Empower your leaders to make data-driven, impactful improvements in the call center. JourneyInsight helps you understand customer problems and which tools agents use.

For conversational AI to advance, the broader scientific community must be able to work together and explore with easily accessible state-of-the-art baselines for fair performance comparisons.

Learn where you have inefficiencies and get insights powered by a 360 degree view of every workflow in your contact center.