By combining the scale and speed of automation with the precision, safety, and oversight required in real-world customer conversations, ASAPP is empowering contact centres to deploy customer-facing AI agents at scale.
ASAPP, the provider of AI-powered contact centre software, has announced that its expanded GenerativeAgent offering, which offers ASAPP’s conversational Generative AI voice and chat agent, with new features to advance accuracy, control, and trust in AI-automated conversations.
By combining the scale and speed of automation with the precision, safety, and oversight required in real-world customer conversations, ASAPP is empowering contact centres to deploy customer-facing AI agents with confidence and at scale.
“Forward-thinking organisations recognise the potential of AI automation in contact centres, but are hesitant to extend those capabilities to customers with concerns for safety, security, and ensuring AI agents behave as intended,” said Devidas Desai, Senior Vice President of Product Management at ASAPP.
“ASAPP is committed to delivering the highest level of precision and trust in AI-automated customer conversations. These new capabilities from GenerativeAgent equip 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.”
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GenerativeAgent is a platform built to handle complex, multi-turn conversations with enterprise-grade performance, safety, and control.
Integrating with a company’s historical customer data, it autonomously and safely resolves complex customer service interactions and supports a wide variety of APIs, native CCaaS and CRM integrations, and authentications.
New GenerativeAgent Features:
- Human-in-the-Loop Agent (HILA) with Approver Mode: Allows human experts to review and approve AI responses in real-time or asynchronously, improving accuracy and agent learning over time.
- Conversation Monitoring and Fine-Tuning: Provides tools to monitor AI interactions, flag issues, and enforce compliance through custom guardrails, supporting consistent quality at scale.
- Testing and Simulation: Enables safe testing of AI behaviour in simulated environments before deployment, improving control and transparency in automated interactions.
With CX increasingly reliant on the quality of automated interactions, GenerativeAgent’s enhancements help organisations deliver more responsive and secure support—improving satisfaction while reducing operational costs.
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