New features aim to boost accuracy and control in AI-powered customer service conversations.
The Gist
Enhanced oversight tools. New monitoring, approval and testing features improve AI reliability.
Improved agent accuracy.Human review and simulation help fine-tune AI responses.
CX leader empowerment.Customer experience leaders gain safer scalable automation options for contact centers.
ASAPP announced expanded capabilities for its GenerativeAgent platform on July 22. The New York-based company added features focused on improving accuracy, control and trust in AI-automated contact center conversations.
According to company officials, the enhancements aim to address safety and security concerns that have made organizations hesitant to extend AI capabilities directly to customers. The updates include human review mechanisms, monitoring tools and simulation environments.
The announcement follows what ASAPP describes as a year of growth, including executive appointments and recognition in Forrester research reports.
Impacted Audiences for GenerativeAgent
Contact center and CX leaders in enterprise organizations
Customer service operations managers
IT decision-makers in telecommunications and financial services
Industry Context
Contact centers are rapidly adopting AI to meet rising customer expectations. Many CX experts believe AI will transform digital customer experience in the next few years.
ASAPP, founded in New York, has positioned itself in this evolving landscape with its GenerativeAgent platform. The company has gained recognition as a notable vendor in Forrester reports and experienced growth with new executive appointments.
The broader market shows significant AI adoption momentum, with 64% of contact centers already deploying agent-assist technology and 57% implementing web-based chatbots. Organizations implementing these solutions report up to 30% decrease in average handling time, reducing a 10-minute call to about 7 minutes.
Contact center AI investments are increasingly focused on workflow automation, personalization through predictive analytics, and AI-powered chatbots that handle routine inquiries. This shift enables human agents to focus on complex customer issues requiring emotional intelligence.
The industry is moving from reactive to proactive service models where AI anticipates customer needs before problems arise. With 45% of CCaaS executives reporting increased AI investments, the contact center space is considered "ground zero" for mainstream adoption of generative AI in business operations.
AI Agents' Growth in Customer Experience
ASAPP is committed to delivering the highest level of precision and trust in AI-automated customer conversations. These new capabilities from GenerativeAgent equip customer experience (CX) leaders with the tools to safely and confidently scale automation and the ability to monitor, control, and continuously improve how AI agents perform over time.
- Devidas Desai, senior vice president of product management at ASAPP
ASAPP Feature Breakdown
According to ASAPP, the GenerativeAgent platform now includes three key capabilities:
Capability
Description
Human-in-the-Loop Agent
Allows experts to review AI responses in real-time or asynchronously
Conversation Monitoring
Provides visibility into AI interactions with tools to flag anomalies
Testing & Simulation
Enables testing AI behavior in simulated environments before deployment
ASAPP’s GenerativeAgent is evaluated on a customer interaction involving billing confusion. While the agent correctly explains the roaming fee, it fails to act on adding the roaming plan, resulting in a partial pass in the system’s evaluation criteria.
ASAPP Background
ASAPP develops artificial intelligence software for customer experience and contact center operations, primarily targeting enterprise customer service leaders.
AI Automation Tools
The company offers AI-powered solutions designed to augment contact center agents and automate routine customer interactions. Its platform includes natural language processing, real-time agent assistance and workflow automation. These tools aim to improve agent efficiency, reduce handling times and enhance customer satisfaction.
Market Position
ASAPP operates in the enterprise customer experience technology sector, serving large organizations with high-volume contact centers. Its typical customers include telecommunications, financial services and utilities companies. The company positions itself as a provider of advanced AI solutions for businesses seeking to modernize and streamline customer service operations.
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About the Author
Dom Nicastro is editor-in-chief of CMSWire and an award-winning journalist with a passion for technology, customer experience and marketing. With more than 20 years of experience, he has written for various publications, like the Gloucester Daily Times and Boston Magazine. He has a proven track record of delivering high-quality, informative, and engaging content to his readers. Dom works tirelessly to stay up-to-date with the latest trends in the industry to provide readers with accurate, trustworthy information to help them make informed decisions. Connect with Dom Nicastro:
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