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

Building a generative AI agent is one thing, but making it work reliably with real customers? That’s a whole different challenge. Even with the best LLMs and smart tools like RAG (retrieval-augmented generation), there’s still a “last mile” to get it right, especially in CX. That means fine-tuning things like input and output safety, making sure it understands tasks, and keeping it updated to avoid those tricky situations where AI might slip up. A strong AI agent doesn’t just get the job done; it boosts your customer experience by handling real interactions smoothly and confidently. Want to know what it takes to make AI really work for CX? Learn how to get through the last mile of generative AI agent development: https://lnkd.in/eKWnZgWV

At ASAPP, we’re transforming customer service with AI that’s smarter, faster, and more human. Our partnership with Anthropic's Claude has been a game-changer with trusted and more secure results. Read more about how we’re revolutionizing the contact center with Anthropic here: https://lnkd.in/e_bEzaUn #AI #CustomerExperience #Innovation #ASAPP #Anthropic #Claude #GenerativeAI #Partnerships

Heading to AWS re:Invent? Don’t miss Priya Vijayarajendran, ASAPP’s CEO, sharing seven principles for building impactful, cost-efficient generative AI applications. ?? Monday, December 2 ? 2:30 PM - 3:30 PM PST ?? Mandalay Bay | Level 3 South | Jasmine H Discover how ASAPP leverages Amazon Bedrock to unlock AI’s potential responsibly. If you’re ready to shape the future of AI, this session is for you. Learn more and register here: https://lnkd.in/f3bszXR #GenerativeAI #AWSreInvent #Innovation #ASAPP

Watch last week’s webinar, "Agent Churn Is Bad. What If It Didn't Matter?", on-demand: https://lnkd.in/dm_dSSie We had an incredible panel featuring Brooke Lynch, Divisional Director of Digital at Customer Management Practice, alongside ASAPP’s own Chris Arnold, VP of Contact Center Strategy, and Mackenzie Smith, VP of Customer Delivery. Together, they tackled one of the biggest challenges in contact centers—agent churn—and shared fresh ideas and actionable insights on how to address it. From how AI can make agents’ work easier, to how generative AI is reshaping roles (not replacing them), to why agent churn doesn’t have to be inevitable—it’s all in the recording. Don’t miss out, watch it today.

Generative AI is more powerful than ever, but getting real results? That’s a different game. Sure, it’s easy to prototype new features with today’s AI – but making those solutions work reliably in the real world? That’s where the “Last Mile” comes in. In CX, it’s not enough to have AI that just sounds smart. Success depends on fine-tuning it for accuracy, making it context-aware, and constantly refining to meet real business needs. Those last-mile steps turn impressive prototypes into tools you can actually trust with your customers. Remember: fast is great, but reliable is what truly matters. Ready to see how generative AI can go the distance for your CX? Dive into the details here ?? https://lnkd.in/eKWnZgWV

In today’s contact centers, agent churn and absenteeism aren’t just bumps in the road—they’re major obstacles. With budgets tightening and agent availability becoming unpredictable, traditional fixes just don’t cut it anymore. It’s time for a fresh approach. Rather than navigating constant turbulence, we can fly above it. GenerativeAgent is here to help: solving like a human but scaling like software. By using generative AI, we’re bringing quick, scalable resolutions to both voice and chat. Ready to rethink agent support? Check out our ebook on managing agent churn: https://lnkd.in/ezaS6amm

Think AI in CX is just a matter of typing the right prompt? Think again. In the age of LLMs, building AI for customer experience might look straightforward, but turning a great prototype into a real, scalable solution is no easy feat. Here are some takeaways from experts Nirmal Mukhi and Michael Griffiths: ???Prototypes Aren’t the Finish Line: Early versions may look polished, but scaling AI means constant testing, monitoring, and fine-tuning to ensure it actually solves business needs. ???Beware of “Hallucinations”: LLMs can produce realistic but incorrect answers. Reducing these requires smart design and vigilant oversight. ???Customization is Key: CX teams need unique, tailored insights—not generic outputs. One-size-fits-all rarely works. Curious how to get started with enterprise-grade AI solutions for CX? Read on here: https://lnkd.in/eW44h5zX

The biggest impact of automation in contact centers isn’t in handling simple greetings or closings—it’s in supporting the middle of the conversation. This is where complexity, unpredictability, and unique customer needs come into play, and it’s often where agents need the most time to find answers, check resources, or decide on the next steps. Heather Reed, Product Manager at ASAPP, shares that by automating these middle interactions, we can drastically reduce response times, freeing agents from repetitive tasks and allowing them to focus on higher-value problem-solving. Read on to learn how to effectively use automation and genAI to assist with the most challenging parts of a conversation: https://lnkd.in/eNxPTNau It’s time to empower agents to handle more complex interactions and improve both agent performance and customer satisfaction.

Excited for Amazon Web Services (AWS) re:Invent? Don’t miss Priya Vijayarajendran, ASAPP’s Chief Executive Officer, as she takes the stage to share her insights on building effective and cost-efficient generative AI applications. ?? When: Monday, December 2 ? Time: 2:30 PM - 3:30 PM PST ?? Where: Mandalay Bay | Level 3 South | Jasmine H Generative AI is transforming industries, but making it scalable, impactful, and responsible requires the right approach. Priya will outline seven guiding principles that have helped ASAPP integrate generative AI innovations into our software, powered by Amazon Bedrock. From setting clear objectives and curating quality data to ensuring ethical practices and continuous iteration, Priya will unpack how businesses can unlock AI’s potential responsibly while optimizing resources. Whether you're a developer, leader, or strategist, this session is your opportunity to learn from one of the industry's foremost innovators. Let’s shape the future of AI together. Learn more about re:Invent 2024 and register here: https://lnkd.in/f3bszXR #GenerativeAI #AWSreInvent #Innovation #ASAPP