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Eliminate manual scoring and make your agents better, faster

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Eliminate manual scoring and make your agents better, faster
100% conversation coverage
2X Time to proficiency
50% time given back to supervisors

Most contact centers don’t know what’s really happening in customer interactions

Supervisors can only review between 1 and 3 percent of interactions. Without visibility into customer interactions, it’s impossible to effectively coach to improve agent proficiency and customer happiness. Divorced from performance management. scorecard factors aren’t correlated with KPIs.

What if your coaches could coach full time?

CoachingAI can eliminate manual quality scoring, enabling supervisors and quality analysts to spend more time coaching their agents and less time evaluating them.

Automatic Compliance

Track behaviors that demonstrate process compliance (proactive greeting, offering upgrades, reading disclosures, etc.)

Evaluate every conversation for adherence with operating procedures using LLM technology and your existing process documentation. Instead of tedious rule configuration, evaluation questions can be auto-generated from existing policy documentation.

Automatic Compliance
Topic & Tool Mastery

Topic & Tool Mastery

Excerpt assertions of fact by agents from conversations for easy review by coaches

Gauge the accuracy of information being given to customers by validating agent statements against knowledge base articles and product content using the latest retrieval techniques and generative AI models.

Gain insight into how agents are using their tools—both ASAPP and 3rd party–and how outcomes are impacted at scale.

Measure Soft Skills

Speech analytics (conversation balance, interruption rate) and EQ behaviors (empathy, active listening)

CoachingAI assesses soft skills, such as empathy and active listening, and leverages speech analytics to analyze conversation balance and interruption rate, and how they impact CSAT.

No Rules Configuration

Leverage your existing policy documentation, the rules configuration process is automated for you.

Getting started with CoachingAI is easy. Simply share conversation data and agent metadata with ASAPP, align on a set of out-of-the-box policies, and perform batch evaluations to unlock the power of our AI platform.

Secure Transcript Search

Dispose of screen recordings and mine conversation insights with a powerful search and filter experience exposing transcripts as well as other conversation metadata.

Secure Transcript Search

Deliver precise notifications and prompts based on the dialogue taking place, incorporating "what" is being said, "when" it's said, and "how" it's communicated. This elevates performance for all agents and improves ramp time for new hires.

Tab 2 notifications and prompts based on the dialogue taking place, incorporating "what" is being said, "when" it's said, and "how" it's communicated. This elevates performance for all agents and improves ramp time for new hires.

Tab 3 based on the dialogue taking place, incorporating "what" is being said, "when" it's said, and "how" it's communicated. This elevates performance for all agents and improves ramp time for new hires.

Quality suggestions

Deliver precise notifications and prompts based on the dialogue taking place, incorporating "what" is being said, "when" it's said, and "how" it's communicated. This elevates performance for all agents and improves ramp time for new hires.

Personalized recommendations

Deliver precise notifications and prompts based on the dialogue taking place, incorporating "what" is being said, "when" it's said, and "how" it's communicated. This elevates performance for all agents and improves ramp time for new hires.

User experience

Deliver precise notifications and prompts based on the dialogue taking place, incorporating "what" is being said, "when" it's said, and "how" it's communicated. This elevates performance for all agents and improves ramp time for new hires.

It would require millions to monitor every minute

CoachingAI replaces impossible-to-scale manual and inefficient quality scoring practices. The cost to increase sample size to full coverage would be astronomical. Followed only by the cost to hire, train, and retain an army of unbiased evaluators.

It would require millions to monitor every minute
"Amidst the pervasive issue of high agent turnover in contact centers, organizations grapple with the disparity between high and low-performing agents. ASAPP’s CoachingAI is intended to close this gap with a multi-faceted approach to understanding the entire agent journey."
CMSWire

Deploy CoachingAI with our flexible integration options

Deploy AutoCompose with our flexible integration options
Let's Talk

Outcomes that elevate every agent

100%
Automated conversation coverage
↑3x
Time to proficiency for agents
+50%
Time spent coaching versus evaluating

Get live in record time

Implementation

With a turnkey SSO integration and light training, AutoCompose is live in your environment.

Implementation 2

With a turnkey SSO integration and light training, AutoCompose is live in your environment.

Implementation 3

With a turnkey SSO integration and light training, AutoCompose is live in your environment.

Implementation 4

With a turnkey SSO integration and light training, AutoCompose is live in your environment.

Implementation

With a turnkey SSO integration and light training, AutoCompose is live in your environment.

Stage 2

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Stage 3

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Stage 4

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Transform your enterprise with generative AI • Optimize and grow your CX •
Transform your enterprise with generative AI • Optimize and grow your CX •