Generative AI contact center solutions company ASAPP has released GenerativeAgent, a product that is able to automate "more than 90% of contact center interactions." While previous generative AI agent assist solutions were mostly capable of automating simple, repetitive tasks, GenerativeAgent is poised to make a significant difference.
According to ASAPP, the solution can handle complex, free-form interactions that were not automatable before. This unlocks new productivity levels for agents, enabling them to take on more voice interactions. Being the latest addition to ASAPP's suite of generative AI customer experience (CX) products, which also includes AutoSummary, AutoTranscribe, AutoCompose, and the ASAPP Messaging platform, GenerativeAgent leverages the company's decade-long AI research and the creation of state-of-the-art products.
"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.
While GenerativeAgent autonomously interacts with customers, it still learns from agents' actions when their involvement is required. At the same time, agents can take calls as usual.
The solution seamlessly integrates into existing interactive voice response (IVR), messaging, and telephony systems, while also meeting the strictest enterprise security and compliance requirements.
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. The solution is built on Amazon Web Services (AWS). Ernst & Young (EY), PTP, and Infosys are strategic integration partners, while the Contact Center as a Service (CCaaS) providers are Genesys, AWS, Avaya, and Cisco.
“Generative AI is helping companies become more productive, iterate faster, and drive more enhanced customer experiences. 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," said Rich Geraffo, Vice President and Managing Director, AWS North America.
The launch of GenerativeAgent aligns with the company's mission to "end bad customer service." They aim to do so through quick and efficient resolution over unnecessary human interaction. Gone are the days of rule-based systems that require the complete conversation tree design, making chatbots rigid and burdensome to integrate.
