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News : ASAPP Unveils GenerativeAgent™, Capable of Fully Automating Contact Center Interactions

#contactcenterworld, @asapptech

New York, NY, USA, Apr 17, 2024 - ASAPP, a generative AI company for contact centers, unveiled GenerativeAgent, a generative AI product designed to automate contact center interactions. GenerativeAgent can handle complex, free-form interactions that weren’t automatable with prior technology. Furthermore, it unleashes a new era of productivity by allowing agent concurrency for voice interactions—introducing a new paradigm for contact centers.

GenerativeAgent is the latest in ASAPP's suite of generative AI customer experience (CX) products, including AutoSummary, AutoTranscribe, AutoCompose, and the ASAPP Messaging platform.

"This product isn't just groundbreaking—it's revolutionary, redefining what we thought was possible in what is likely the largest automation opportunity in the world today," said Gustavo Sapoznik, ASAPP's Founder and CEO.

As part of the GenerativeAgent release, ASAPP is announcing an ecosystem of partners across system integration and technology to accelerate the market's adoption of GenerativeAgent.

"Generative AI is helping companies become more productive, iterate faster, and drive more enhanced customer experiences," said Rich Geraffo, Vice President and Managing Director, AWS North America. "ASAPP’s GenerativeAgent will provide support to agents at some of the world’s largest contact centers, leveraging the security and scale of AWS to deliver customer service that quickly solves customer pain points."

"ASAPP's GenerativeAgent is a great example of how generative AI automation is being leveraged to transform the way services are delivered to the market while also becoming the benchmark of how AI is enabling efficient and enriching consumer experiences," said Jay Persaud, EY Global Emerging Technology Ecosystem Leader. "ASAPP's focus on deploying generative AI responsibly contributes to EY's shared vision where seamless people-AI collaboration builds public trust and confidence and achieves better outcomes."

"ASAPP’s GenerativeAgent provides enterprises with an amazing opportunity to enable rich and highly contextualized customer experiences while reimagining contact centers and agent empowerment. We are delighted to partner with ASAPP, in assisting enterprises adopt this AI-first-experience approach to deliver cost-effective, customized, and richer customer interactions at scale," said Andrew Duncan, CEO of Infosys Consulting.

#contactcenterworld, @asapptech

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About ASAPP:
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Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Friday, April 19, 2024

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2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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