With CXP, the vendor is moving beyond conversationalAI tools to offer a central control plane, positioning itself to orchestrate — rather than replace —incumbent CCaaS and CRM systems. The platform unifies orchestration, governance and execution into a single system that enables enterprises to scale agentic automation safely in production.
Introduction
ASAPP specializes in applying generative AI to enterprise customer service functions. It is known for itsGenerativeAgent platform, which leverages artificial intelligence to automate and enhance customer interactions across various channels. In November, the company launched the Customer Experience Platform.Powered by its GenerativeAgent technology, CXP unifies orchestration, governance and execution into a single system that enables enterprises to scale agentic automation safely in production.
The Take
The vendor’s launch of the Customer Experience Platform marks a strategic shift from conversationalAI tooling toward a comprehensive system designed to manage the full life cycle of automated customer interactions, from initial deployment to ongoing optimization. By expanding itsGenerativeAgent Platform into CXP, ASAPP is aiming to help enterprises deploy, manage and evolveAI agents as production systems rather than experimental tools. The move should boost its ability to automate and streamline customer interactions, positioning ASAPP as a control layer above contact center-as-a-service (CCaaS), CRM and back-end systems rather than as a replacement.
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