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

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

Last call to join today's webinar. Save your seat here: https://lnkd.in/dm_dSSie What if the real problem with agent churn isn’t fixing it—but rethinking it entirely? Agent churn has been a persistent challenge in contact centers, with turnover rates reaching as high as 52%. Despite efforts like flexible schedules, engagement programs, and higher pay, the problem seems unsolvable—until now. What if the answer isn’t about fixing churn, but about finding a way to make it irrelevant? Join us today at 12 PM ET / 9 AM PT for a live discussion exploring why traditional solutions haven’t worked, how chatbots and agent copilots often make things worse, and how Generative AI is reshaping customer service to elevate both agents and CX—even in the face of high turnover. You’ll hear from Chris Arnold, VP of Contact Center Strategy at ASAPP; Mackenzie Smith, ASAPP’s VP of Customer Delivery; and Brooke Lynch, Divisional Director of Digital at Customer Management Practice. They’ll share insights, data, and actionable strategies for moving beyond the churn crisis. Can’t make it live? Register now to get the recording and watch on your own schedule.

Everyone’s talking about generative AI, but where’s the real CX impact? It’s in mastering what ASAPP’s Senior Director, Data Science in Technology, Michael Griffiths, calls the “last mile.” ??? In our latest post, Michael breaks down the gap between setting up an AI solution and making it truly reliable in a live, customer-facing environment. Real success takes hands-on expertise and continuous refinement. Here’s a key takeaway: the difference between an AI that works and one you can trust is in the details – from input and output safety to consistent, accurate task adherence. It’s the vendors who get this “last mile” right that help you build AI solutions ready for the real world. Check out Michael’s insights on how to cross the finish line with generative AI. ?? https://lnkd.in/eKWnZgWV

Are you struggling with agent churn in your contact center? Join us next week to explore current trends affecting agent attrition and why traditional solutions often fall short. You’ll get to hear from Chris Arnold (VP Contact Center, Strategy @ ASAPP), Mackenzie Smith (VP, Customer Delivery @ ASAPP) and Brooke Lynch (Divisional Director of Digital @ Customer Management Practice). Don’t miss this opportunity to gain insights into overcoming agent churn and improving your contact center's performance. ?? Save your seat here: https://lnkd.in/dm_dSSie Can’t make it? Save your seat anyway and you’ll receive the on-demand recording.

Get better returns on your CX automation investments. Automation is critical in the modern contact center. But some automation investments deliver bigger returns than others. Which ones deliver the biggest bang for your buck? Read one of our latest ebooks to discover: ??Why current automation strategies fall short ??How to get a better return on real-time agent support ??How to maximize your automation ROI with a genAI agent Download here: https://lnkd.in/evrXbF7Z