ASAPP

We are thrilled to share that ASAPP has been named a Leader in The Forrester Wave?: Digital Customer Interaction Solutions, Q2 2024 report! ?? According to the report, ASAPP is “this market’s undisputed leader in AI-led innovation.” This recognition references: - High adoption rates among reference customers - All reference customers explicitly chose ASAPP as their preferred vendor based on the exceptional strength of its AI capabilities - “ASAPP is the right choice for large enterprises seeking a strong partner with a combination of market-leading AI and deep expertise in digital messaging operations” Download the report through the link in the comments to see how digital customer interaction solutions stack up and learn why we believe ASAPP is uniquely positioned to help you achieve remarkable results. #DigitalCustomerInteraction #AI #CustomerExperience #ForresterWave #ASAPP

Adopting a generative AI agent in your contact center doesn’t have to be all or nothing. You have to start somewhere—and the time to start is now. Heather Reed, Product Manager at ASAPP, shares how organizations can scale AI agent adoption at their own pace. The approach? Start with low-risk tasks like answering FAQs or retrieving information. As trust builds, gradually expand AI’s role—handling bookings, processing refunds, and resolving more complex customer issues. With the right guardrails and structured policies, AI can safely take on more responsibility over time—without compromising customer experience or compliance. Watch the full discussion: https://lnkd.in/dwf-CpFd

ASAPP is heading to Enterprise Connect 2025. Join us March 17-20 in Orlando, FL at Booth 718 to see how AI-native? solutions are reshaping CX. What to expect: ?? Experience GenerativeAgent?—our fully conversational AI for voice and chat ?? See how AI can dramatically expand your contact center’s capacity ?? Enjoy a pretzel & drink on us while we talk real-world automation Stop by and chat with Andy O'Brien, Lance Child, Austin Gladfelter, Justin M., Daryl Ramsey, Edgar Lewis, and Anthony Mennie about how agentic AI is transforming customer service—solving the toughest problems, increasing automation, and scaling CX like never before. Let’s connect: https://lnkd.in/dxMzDawH

A generative AI agent is only as good as its ability to understand, act, and know when to involve a human. That’s what separates true AI-driven automation from basic chatbots. To be effective in CX, a generative agent needs to: ? Reason through complex interactions ? Take action—not just respond ? Know its limits and escalate when needed Nick Molina, ASAPP's Sr. Product Marketing Manager, breaks down what it really takes to transition from agent assist to full automation—safely and effectively. Curious to learn more? Watch Nick’s entire conversation with Chance Whittley, SPC6, Principal AI Consultant, PTP: https://lnkd.in/e9vBnUuh

?? Security in CX: A non-negotiable priority Every customer interaction depends on trust. But as CX technology stacks become more complex—blending AI, cloud providers, and open-source tools—the security risks multiply. A breach isn’t just an IT issue; it’s a direct hit to customer confidence. Proactive security measures, like penetration testing, are critical to staying ahead of evolving cyber threats. At ASAPP, we collaborate with top security firms like Mandiant (part of Google Cloud), Bishop Fox, and Atredis Partners to rigorously test our AI systems, messaging platforms, and infrastructure. From black-box testing that mimics real-world attacks to deep-dive analysis of AI vulnerabilities, our approach is about anticipation, not reaction—because security in CX isn’t optional. Read more about how robust security keeps customer trust intact with our Head of Security and Trust, Khash Kiani: https://lnkd.in/eezEhHui #CX #Security #AI #Cybersecurity #CustomerTrust

We’re honored to be recognized in Forrester’s 2025 Conversation Intelligence Solutions for Contact Centers Landscape report. As the role of agents in contact centers evolve, the report provides an overview of notable vendors shaping how organizations analyze customer conversations, improve efficiency, and support agents with AI-driven tools. Read the complementary report in full for detailed insights on how to drive operational impact and uncover insights on how to navigate the CX vendor landscape in a world of AI-powered contact centers ?? https://lnkd.in/d9Kcf6yt

Considering a Generative AI solution for your contact center? There are some questions you should be asking first. While Generative AI agents promise smarter automation, happier customers, and increased productivity— not all solutions are created equal. How can you tell the difference? The secret is knowing what to ask. From capabilities and security to adaptability and transparency, the right questions will uncover the details you need to make a confident decision. Curious what questions are most effective? ?? Read the eBook for the complete list: https://lnkd.in/ess_7spP

Every AI solution provider aims to balance technology, human connection, and efficiency to create exceptional customer experiences. But not all AI agents deliver on that promise. Some are just “better bots” wrapped in slick conversation flows. Others sound convincing but often bend the truth, leaving customers misinformed or frustrated. So, what defines a real AI agent? Real AI agents go beyond sounding good. They solve problems dynamically, adapt to unexpected questions, and seamlessly hand off to human agents when needed. Most importantly, they deliver trustworthy outcomes. Don’t be fooled by impressive demos. The best AI solutions prioritize accuracy, safety, and genuine customer satisfaction. In this blog, Santiago De Buen and Stefani Barbero break down the three categories of AI agents and reveal which one delivers the standout customer experiences businesses need. Read more: https://lnkd.in/efV23y9X

Not all AI agents are created equal. Here’s a quick breakdown of the 3 types: 1?? The “Better Bot” — Safe and consistent, but rigid. These agents stick to scripted paths and struggle when conversations go off-course, leading to dead ends and frustrated customers. 2?? The Flexible but Risky AI — Smooth and human-like but prone to inaccuracies. These solutions often “hallucinate,” making up details, offering false information, and creating inconsistent outcomes. 3?? The Real AI Agent — Balances flexibility, accuracy, and action. These agents adapt to real-world conversations, verify facts, and leverage safety mechanisms to deliver reliable outcomes. When they don’t know the answer, they admit it and transfer to a human if needed. ?? Pro tip: Don’t trust the flashiest demo. Look for AI that prioritizes grounded, adaptable, and safe interactions. Learn more from Santiago de Buen and Stefani Barbero: https://lnkd.in/efV23y9X

The human in the loop is often seen as a safety net—stepping in when AI can’t resolve an issue. But this reactive approach limits what AI can achieve. We view the human in the loop differently: as a collaborator and guide to AI agents. What does this look like? ? AI agents ask humans for help and keep solving issues without disruption to the customer ? Human agents can focus on high-value, complex tasks. ? Customers get faster resolutions with fewer transfers. This shift unlocks faster, smarter, and more scalable operations. Learn how you should rethink the human in the loop approach: https://lnkd.in/eTfqaHtK