Tao Ma

Explore strategies to prevent hallucinations in generative AI and ensure accurate, safely grounded responses for reliable business use.

Delve into the complexities of building scalable AI solutions in contact centers to elevate customer experience and achieve operational success.

Discover the challenge of scaling AI for CX beyond prototypes and why the last mile is critical for delivering consistent business value.

Contact centers are overwhelmed by interaction volumes and staffing shortages. Learn how generative AI agents can help scale customer service effectively.

Where is automation the most impactful? Our AI models specialize in automating even the most difficult parts of customer interactions.

Discover how a human-in-the-loop workflow ensures safe and effective Generative AI deployment in contact centers

Security and safety are key but distinct elements in AI. Discover how they influence the development of trustworthy generative AI for CX.

Overcoming digital chat platform issues - fragmented journeys, lack of adaptability, and ineffective AI. Learn how ASAPP’s AI-native solutions enhance customer experiences and efficiency.

Choosing the right CX software can be difficult. Learn how to think about choosing between a best-of-breed digital channel solution vs. an omnichannel solution.

This blog post defines voice analytics and describes its benefits for the contact center. Then, it walks through various use cases for voice analytics. Finally, it prescribes a framework for thinking through acquiring technology to improve your analytics.

After call work (ACW) plays a crucial role in CX: ensuring accurate record-keeping, compliance with regulations, and follow-up actions after customer interactions. It's critical work that agents take to maintain high-quality customer service standards. 

Average Handle Time (AHT) is a key contact center metric that measures the average time of a customer interaction. In this blog we show you how to calculate & discuss impacts reducing AHT can have.