ASAPP Expands GenerativeAgent

ASAPP, a provider of contact center software, has expanded GenerativeAgent, which offers ASAPP's fully conversational generative artificial intelligence voice and chat agent, with new features to advance accuracy, control, and trust in AI-automated conversations.

"Forward-thinking organizations recognize the potential of AI automation in contact centers 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, in a statement. "ASAPP is committed to delivering the highest level of precision and trust in AI-automated customer conversations. These new capabilities from GenerativeAgent equip customer experience (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."

ASAPP's GenerativeAgent is a platform to handle complex, multi-turn conversations with enterprise-grade performance, safety, and control. Integrating with historical customer data, it autonomously resolves complex customer service interactions and supports a wide variety of APIs, native contact center-as-a-service and CRM integrations, and advanced authentications.

The new GenerativeAgent features include the following:

• Human-in-the-Loop Agent with Approver Mode, which allows human experts to review and approve AI responses in real time or asynchronously, fine-tuning and improving accuracy and agent learning over time.
• Conversation Monitoring and Fine Tuning, for full visibility into AI interactions with tools to flag anomalies, track patterns, and enforce compliance with customizable guardrails for quality assurance at scale.
• Testing of AI behavior in simulated environments prior to releasing updates into production.