New York, NY, USA, May, 2022 -- ASAPP, Inc., an artificial intelligence (AI) research-driven company, launched AutoSummary—a new AI Service API that provides contact centers with automatic conversation summaries and analytics-ready data. AutoSummary frees Customer Service Agents of the time required to manually enter customer conversation summary notes and unlock new insights for use in Business Intelligence (BI) or Customer Relationship Management (CRM) systems.
"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."
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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.
Posted by Veronica Silva Cusi, news correspondent
AI for enterprise call centers.
Published: Tuesday, May 31, 2022
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