Headquarters: New York, New York
ASAPP is an artificial intelligence software that aims to help call center agents work better and faster. ASAPP software says it does not replace human call center agents, but instead analyzes the calls of a center’s most efficient agent and then sends to all agents real-time suggestions of what to say in response to specific things said by customers. For web chats, it presents the agent with multiple potential responses that can be sent with a click.
ASAPP applies “self-learning” techniques to solve challenges without rules programming, working to identify opportunities to add to micro-automations that might help call center agents.
One of the ways ASAPP aims to increase agent efficiency is with AI-driven suggestions of what to say and do to resolve issues quickly, even as agents juggle multiple conversations. Machine learning identifies opportunities for automation before, during, and after agent engagement, as well as flexibly setting agent capacity based on intent, complexity of conversations, customer responsiveness, agent experience, and more.
ASAPP gives managers real-time performance visibility across queues, helping identify agents that need help, and it identifies opportunities to streamline agent efforts with journey mapping, which tracks what agents are doing.
ASAPP customers have achieved a 2.5x agent throughput increase, while realizing a 45%-100% improvement in customer satisfaction scores as a result of using the platform.
A Deloitte study found that 56% of businesses in the multimedia and tech sectors have plans to invest in contact center AI technology in the near future. According to McKinsey, 29% of customer service agent duties have the potential to be automated with technology.
Businesses can reduce their customer service spending 30% by introducing AI-powered chatbots and virtual agents. Juniper Research found that by 2022, businesses are expected to save a whopping $8 billion in customer support costs — a jump from the $20 million saved through automation in 2017.
According to CEO Gustavo Sapoznik, “In an environment where customer expectations are rising, ASAPP is helping large enterprises advance digital engagement, real-time voice transcription, speech analytics, live agent coaching, and analytics.”
ASAPP doubled its contracts last year as the COVID-19 pandemic moved businesses online at a time when many call centers were shut down or sent their workers to work from home.
ASAPP was named a 2021 Cool Vendor in CRM Customer Service and Support by Gartner.
Since its founding in 2014, ASAPP has assembled a research team with some of the top minds in conversational AI.
In October of 2020, ASAPP hired former Ford CFO Tim Stone as both chief financial officer and chief operating officer.
In September 2023, ASAPP announced that Frank Slootman, CEO and chairman of Snowflake, has joined its Board of Directors. As a board member, Slootman will help guide ASAPP’s leadership to support its global growth. "I am excited to join the ASAPP board of directors at this juncture," said Slootman. "The promise of AI to radically redefine the contact center has never been closer and more realistic than it is right now, and ASAPP is leading the way. Consumers everywhere are panting for a low-friction and delightful service experience while enterprises need to reset the economics associated with these operations by automating interactions".