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ASAPP—Why AHT Isn’t the Right Measure in an Asynchronous and Multi-Channel World

Blog article

Does AI really improve agent efficiency?

ASAPP - Rethinking How to Measure CX Success

Executive brief

Learn the metrics that matter in CX today

ASAPP—AMERICAN INNOVATES TO IMPROVE CUSTOMER EXPERIENCE

Success Story

American Airlines Boosts CSAT Scores with Innovation

Latest blog articles

Generating New Customer Intelligence

Michael Griffiths, Data Scientist, ASAPP

Generative AI for Agent Augmentation: Agents Models not Language Models

Ryan McDonald, PhD, Chief Scientist at ASAPP

Generative AI: When to Go Wide and When to Go Deep

Ryan McDonald, PhD, Chief Scientist at ASAPP

AutoSummary’s 3R Framework Raises the Bar for Agent Call Notes

Nirmal Mukhi, Senior Director of ML Infrastructure

Latest blog videos

AI as a feature is not enough

Nirmal Mukhi, Senior Director of ML Infrastructure

Mapping the Agent Journey is more than just a time saver for agents

Adrian Botta, Data Scientist

What’s different about the ASAPP approach to agent efficiency?

Open the door to automation with JourneyInsight

Ted Burke, Director, Product Management, ASAPP

Why its so challenging to map Agent Journeys

Ryan McDonald, PhD, Chief Scientist at ASAPP

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Latest recorded events

Optimize Agent Experience to Improve Customer Experience

Unlocking the Power of AI in the Contact Center

Is the Future of CX at Home?

Can AI really impact agent productivity?

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Podcasts

AI Leaders Podcast #20: Natural Language Processing

Featuring Ryan McDonald, Chief Scientist

Conversational AI Augments Customer Experiences

Featuring Ryan McDonald, Chief Scientist

AI, Chat and Contact Center Agents Evolve

Featuring Michael Lawder, Chief Experience Officer

How To Position People at the Center of AI Native Solutions

Featuring Ryan McDonald, Chief Scientist

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Featured reports & guides

Research Report

Is the Future of CX at Home?

Executive Brief

4 Ways AI Can Improve Agent Productivity

Technical Brief

AI for the Contact Center: 5 Key Considerations

Evaluation Guide

Does AI Really Improve Agent Efficiency?

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Latest research papers

Title

Authors

Conference / Journal

Research Areas

Date

E-Branchformer: Branchformer with Enhanced merging for speech recognition

Authors

Kwangyoun Kim, Felix Wu, Yifan Peng, Jing Pan, Prashant Sridhar, Kyu J. Han, Shinji Watanabe

Conference / Journal

SLT 2022

Research Areas

ASR, Benchmark

Date

Sep, 2022

Long-term Control for Dialogue Generation: Methods and Evaluation

Authors

Ramya Ramakrishnan, Hashan Narangodage, Mauro Schilman, Kilian Weinberger, Ryan McDonald

Conference / Journal

NAACL 2022

Research Areas

Dialogue, Language Models, Text Generation

Date

Jul, 2022

On the Use of External Data for Spoken Named Entity Recognition

Authors

Ankita Pasad, Felix Wu, Suwon Shon, Karen Livescu, Kyu Han

Conference / Journal

NAACL 2022

Research Areas

ASR, NLU, Self-Supervised Learning, SLU

Date

Jul, 2022

SLUE: New Benchmark Tasks for Spoken Language Understanding Evaluation on Natural Speech

Authors

Suwon Shon, Ankita Pasad, Felix Wu, Pablo Brusco, Yoav Artzi, Karen Livescu, Kyu J. Han

Conference / Journal

ICASSP 2022

Research Areas

ASR, Benchmark, Pre-training, Sentiment Analysis

Date

Nov, 2021

SRU++: Pioneering Fast Recurrence with Attention for Speech Recognition

Authors

Jing Pan, Tao Lei, Kwangyoun Kim, Kyu Han, Shinji Watanabe

Conference / Journal

ICASSP 2022

Research Areas

ASR

Date

Oct, 2021

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