ASAPP Uses Amazon Bedrock to Accelerate Building and Scaling Secure Generative AI Solutions for Contact Centers

Amazon Bedrock offers a choice of high-performing foundation models from leading AI companies. It offers a broad set of capabilities to quickly build generative AI applications with security, privacy, and responsible AI practices.

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“Integrating Amazon Bedrock into our AI for CX platform enables us to select the LLM that best solves each customer’s unique problem, while quickly and securely incorporating that model into our products,” said Nirmal Mukhi, VP of AI Engineering for ASAPP. “As a result, contact centers get the most tailored AI solutions delivered faster, and without the performance trade-offs and additional security measures introduced by other approaches.”

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Amazon Bedrock helps users easily experiment with and evaluate top foundation models for specific use cases, privately customize them with the customer’s data, and build agents that execute tasks using the customer’s enterprise systems and data sources.

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Since its inception, ASAPP has used AWS to build its AI-native software for the contact center, which is also available in AWS Marketplace. Beyond using AWS to ensure secure, low-latency performance, ASAPP uses AWS to innovate on the latest AI technology to deliver better customer service at a lower cost.

The company’s product portfolio, which has been battle-hardened for a decade by some of the largest companies in the world, includes GenerativeAgent, a fully conversational virtual agent for voice and chat that automates nearly all the work of Tier 1 agents. GenerativeAgent was built to easily integrate with existing contact center infrastructure, offers no-code configuration, and includes a patented “human-in-the-loop” workflow to ensure the most trusted, consistent, and reliable customer experiences.

“ASAPP’s AI products, built on AWS, have helped companies drive efficiencies and customer satisfaction in their contact centers,” said Baskar Sridharan, Vice President of AI and Infrastructure at AWS. “We are excited for Amazon Bedrock to power ASAPP’s latest product, GenerativeAgent, to unlock value for their customers by automating contact center interactions.”

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To learn more about the real-world results contact centers are realizing from ASAPP solutions, click here.