ASAPP

We’re proud to be featured in the new Opus Research report, "Your New Contact Center Co-Worker? AI. Your New Job? More Human Than Ever.", which includes ASAPP’s perspective on integrating AI with human oversight in contact centers. Brian McNabb, ASAPP’s Director of Product Management, explains that when a frontline agent encounters a challenge, they turn to a supervisor for guidance—and a generative AI deployment can follow a similar process, involving a human advisor when needed before continuing with the customer. As Ian Jacobs, VP and Lead Analyst at Opus Research, notes in his blog post: “Because successful AI adoption isn’t just about tools and tech. It’s about people.” Read the Opus Research blog post for key takeaways from the report: https://lnkd.in/egbMXADW

Even when your chatbot handles the first question well—what about the second, third, or the one your customer hasn’t asked yet? AI delivers value by resolving those follow-up and unspoken questions. By handling multi-part issues in a single interaction, it reduces repeat contacts, lightens agent load, and can significantly lower costs—especially with usage-based pricing models. Fewer unresolved questions = fewer inbound contacts = higher ROI. 🎥 Watch the full clip to learn how smarter automation can transform CX outcomes: https://lnkd.in/e9Jc-cYA #GenerativeAI #CustomerExperience #ContactCenter #AI #ROI

"The issues that can be resolved automatically and can be resolved quickly for those customers can be done self-serviceable," says Stephen Canterbury, Director of Customer Success Management at ASAPP. When AI agents handle high-volume, repetitive, or time-sensitive issues efficiently, your live agents are free to focus on cases that require human judgment. ✅ Customers with complex issues resolved by AI agents see average 8-minute resolution times (vs 25 minutes with live agents) ✅ Shorter queues for every customer ✅ Human expert attention for the most complex cases Ready to see how leading companies are balancing costs, operations, and better CX? Watch the full strategy discussion: https://lnkd.in/ejibpznh #ContactCenter #AI #CustomerExperience #CX #OperationalEfficiency #AIStrategy #CustomerService

If you’re about to deploy AI in your contact center, this 90-day roadmap will save your investment. Most AI rollouts fail because teams launch without a measurement plan. They ship, hope, and scramble later to explain what went wrong. This roadmap helps companies catch issues early and prove ROI fast. If you can’t answer what changed between Day 1 and Day 90 with metrics, you’re running a guess—not a system. Get the complete roadmap here: https://lnkd.in/ev8qzXbw #ContactCenter #AI #CustomerService #CX #GenerativeAI #AIAdoption

When you remove friction from customer interactions, you're not just improving satisfaction—you're optimizing your entire cost structure while building loyalty. This note from Stephen Canterbury, Director of Customer Success Management at ASAPP, captures exactly why AI is a strategic lever for operational excellence. The question isn't whether to invest in AI, but how to deploy it strategically to balance operational efficiency with customer experience. Watch the full discussion on the strategic approach to AI in customer service: https://lnkd.in/e9q_fZkj #CustomerExperience #AI #CustomerService #CX #Operations #CostOptimization #AIStrategy

What if making AI more “human” is holding us back? In his Forbes Technology Council article, Nirmal Mukhi, VP & Head of Engineering at ASAPP, shares why the push for “human-like” AI is a distraction—and why we should focus on what AI does best: scale, speed, and precision. Here are 3 takeaways from his piece that might change how you think about AI. 📖 Read the full article: https://lnkd.in/gqqgXn4C

Here's what's getting CX leaders excited about AI—and it's not about choosing between automation or humans. It's about the precision of deploying both with purpose and intention. "The thing I'm most excited about is seeing some of that hybrid usage of both live agents and AI upfront," said Stephen Canterbury, Director of Customer Success Management at ASAPP. You're investing human talent where it creates the most value—those pivotal moments that determine customer outcomes. See why leading companies are taking this hybrid approach: https://lnkd.in/e9Jc-cYA #CustomerService #AI #HybridApproach #CX #OperationalStrategy #ContactCenter

In our recent webinar, "The AI ROI Equation: Balancing Operations, Costs, and Better CX", Bobby Kovalsky, Senior Manager of Insights and Strategy at ASAPP, shared a strategic approach for measuring AI performance: "As you're looking to invest in a new AI solution or trying to measure the ROI of your existing AI investment, it's really important to understand what your successful automation looks like today." You can't optimize what you can't measure. And you can't measure progress without knowing where you started. Get a closer look at the frameworks used to evaluate AI investments: https://lnkd.in/e9Jc-cYA #AIStrategy #ROI #Automation #CustomerService #BusinessStrategy

In financial services, trust is everything. And when AI enters the conversation, safety isn’t optional—it’s foundational. We put together a quick breakdown of 3 non-negotiables your AI agent needs to meet the moment in high-stakes environments: ✅ Full visibility into what your AI did—and why ✅ Human oversight that doesn’t stop at escalation ✅ A full suite of tools for testing and fine-tuning These aren’t “nice to haves.” They’re the necessity if you want to protect your customers, your compliance, and your brand. 👉 Swipe through for the essentials. Then check out the blog for the full deep dive: https://lnkd.in/efZia4EW #AI #CX #Fintech #CustomerExperience #AIAgents #GenerativeAI #ContactCenter

Our latest updates are part of a bigger vision. Yesterday: A proprietary GenAI platform with enterprise-grade safety & security, ready for high-stakes deployment Today: Best-in-class voice experiences, fine-tuned models for each customer, and hyper-personalized interactions. Tomorrow: A true agentic ecosystem with self-improving, assistive, enterprise-aligned AI From platform to ecosystem, every step unlocks new possibilities. AI that doesn't just automate—it evolves, improves, and delivers real business outcomes. #CX #AI #CustomerExperience #AITrust #GenerativeAgent #EnterpriseAI #AutomationWithOversight