ASAPP
Generative AI for Contact Centers
What is ASAPP? Complete Overview
ASAPP is an enterprise-grade AI platform designed specifically for contact centers, leveraging generative AI to enhance customer service operations. It addresses key pain points such as high operational costs, agent burnout, and inefficient customer interactions. The platform is trusted by Fortune 100 companies and is built to handle high volumes, legacy systems, and strict security requirements. ASAPP's AI-native approach ensures seamless integration into existing customer experience (CX) stacks, providing real-time support for agents and automating complex customer interactions. Target audiences include large enterprises in industries like financial services, insurance, retail, and travel & hospitality.
ASAPP Interface & Screenshots
ASAPP Official screenshot of the tool interface
What Can ASAPP Do? Key Features
GenerativeAgent®
ASAPP's flagship feature, GenerativeAgent®, automates complex customer interactions, collaborates with human agents in real-time, and ensures conversations remain safe and on track. It dynamically handles routing, escalates when necessary, and supports 24/7 operations, scaling instantly to meet demand.
Real-time Agent Assistance
AI provides agents with real-time suggestions, recommended knowledge articles, and automated responses, reducing manual tasks and mental load. This feature helps agents resolve customer issues faster, improving productivity and reducing handle times.
AutoSummary
Automated post-interaction summaries with structured data eliminate note-taking for agents, reducing handle time and ensuring consistent documentation. This feature also helps spot trends and identify automation opportunities.
Dynamic Concurrency Management
AI detects interaction complexity and adjusts the flow of concurrent interactions to prevent agent burnout. This ensures agents can focus on tough conversations without being overwhelmed by multiple tasks.
Intent Routing
AI-generated intent classifications improve automation accuracy, enabling more successful self-service interactions. This feature enhances containment rates and first-contact resolution, reducing the need for human intervention.
Best ASAPP Use Cases & Applications
Automated Customer Support
ASAPP's virtual agent handles routine customer inquiries, such as account balance checks or flight status updates, without human intervention. This reduces wait times and frees up agents for more complex issues.
Real-time Agent Support
During live customer interactions, AI provides agents with real-time suggestions and automated responses, enabling faster resolutions and reducing handle times by up to 30%.
Quality Management
Automated summaries and analytics tools help supervisors monitor 100% of interactions, identify training opportunities, and ensure compliance with service standards.
How to Use ASAPP: Step-by-Step Guide
Book a Demo: Start by scheduling a demo to see ASAPP's capabilities in action. The demo will showcase how GenerativeAgent® and other features can integrate into your contact center operations.
Configure AI Services: Use the no-code AI console to configure and manage AI services tailored to your contact center's needs. This includes setting up intent routing, real-time agent assistance, and automated summaries.
Train Agents: Equip your agents with the intuitive agent desktop and real-time AI tools. Training ensures they can leverage AI suggestions and dynamic concurrency management effectively.
Launch Virtual Agent: Deploy the built-in virtual agent to handle common customer inquiries. The virtual agent resolves issues autonomously and escalates complex cases to human agents when needed.
Monitor and Optimize: Use unified analytics dashboards to monitor performance, track resolutions, and identify areas for improvement. Adjust AI configurations as needed to maximize efficiency and customer satisfaction.
ASAPP Pros and Cons: Honest Review
Pros
Considerations
Is ASAPP Worth It? FAQ & Reviews
ASAPP is designed for enterprise contact centers in industries like financial services, insurance, retail, and travel & hospitality.
ASAPP reduces manual tasks and mental load for agents by providing real-time suggestions, automated responses, and dynamic concurrency management.
Yes, ASAPP is built with a safety-first architecture and complies with strict security standards, making it suitable for handling sensitive information.
Yes, ASAPP is designed to fit seamlessly into existing CX stacks, including legacy systems, without requiring extensive IT resources.
Customers have reported a 54% increase in containment, 34% increase in satisfaction, and significant cost savings due to reduced handle times and increased automation.