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ASAPP Launches AutoSummary to Automate 100% of Call Summaries for Contact Centers #contactcenterworld "At ASAPP, we see automation of the call summarization process as an untapped opportunity to both improve agent productivity and provide meaningful insight from every customer interaction," said ASAPP Chief Product Officer Rachel Knaster. "AutoSummary automates one of the most time-consuming processes for agents, while helping managers and executives unlock a wealth of information about their customers." According to Forrester, "Analyzing the unstructured data of customer interactions over text or voice enables a number of use cases of interest to CX pros. They augment quality assurance teams’ ability to coach agents and improve training. They also help identify not only when and with what customers are struggling but also why—and at scale." Using ASAPP machine learning (ML) and natural language processing (NLP) models, purpose-built for the contact center environment, AutoSummary eliminates the time-intensive and inconsistent entry of conversation summaries while uncovering new insights for organizations with structured, analytics-ready summary data. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Tuesday, May 31, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |