7 in 10 consumers still reach for the phone when they need help. Despite years of digital transformation budgets betting otherwise, voice never lost its spot as the top channel in CX.
The reason is simple: a phone call still carries tone, urgency, and nuance that a chat thread can’t. The problem was never customer preference, it was that voice has always been the hardest, most expensive channel to automate well.
We break down what’s changed: ultra-low latency, barge-in capability, and speech recognition that handles real accents and real noise, finally making automated voice feel like a conversation instead of a workaround.
Read the full blog here ↓
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Will AI agents replace human agents in the contact center? Not if the operating model stays built for humans.
For decades, people did the work and technology helped them go a little faster. Simply layering AI into that same model just makes a more expensive version of the contact center you already have.
Real transformation means rethinking the relationship entirely. In his latest, we broke down 3 tenets for intentional human-AI collaboration, starting with treating AI as the primary executor and humans as the intelligence layer guiding it.
Want to know the other 2 tenets? You can find it in the link below. ↓
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“Where do we even start?” is the question stalling more AI deployments than any technical limitation.
CX leaders are buried in vendor pitches, each one claiming their use case is the must-have. We asked leaders in insurance, financial services ,and travel how they actually decide. Their answer: start with the right data, filter by containment and complexity, and prove value with a limited use case before expanding.
Read the full blog here ↓
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When an agent identifies itself, why keep talking to it like it’s a person?
In our latest Point of View on agent-to-agent service, we make the case for a better front door: once an agent self-identifies, the conversation should switch to a structured, efficient exchange, not a chat widget or phone call built for humans. Over time, that means owning a governed, machine-readable channel with a clear signal that routes visiting agents straight to it.
Read the full POV here ↓
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It's about to be agents vs. agents, and your contact center needs some armor in place before a persistent personal AI agent talks it's way around yours.
Justin Mulhearn delves into the layers of checkpoints that keeps rules consistent, but not rigid, in our full POV and roadmap on agent-to-agent service below. ↓
At CCW Nashville, the strongest theme from buyers wasn’t excitement about AI. It was exhaustion. Every vendor sounds the same, but beneath the marketing sits a real decision: AI that helps humans deliver service, or AI that can deliver it?
Chris Arnold, our VP of CX Strategy, explains why those are different workforce models, and why they deserve different buying decisions. ↓ hubs.ly/Q04BlyMq0
If your contact center handles claims, you already know this question doesn't have a simple answer. A customer's car is in the shop, and now they need to know what their options are, a rental, a taxi, a rideshare, and what's actually covered.
That's the exact complexity one of our global insurer customers set out to automate, not simplify away, but actually resolve, using GenerativeAgent® to handle complex, judgment-heavy interactions directly in the voice channel and at the very top of the IVR.
Auto rental benefits is one of those use cases. GenerativeAgent® now answers questions about substitute vehicles, rentals, taxis, rideshare, instantly and on-brand, pulling from the real policy and procedure details each case requires. No live agent needed, and no drop in experience quality.
If your team is still walking customers through policy details like this by hand, there's a faster way.
Learn more about Customer Experience Platform's GenerativeAgent® for insurance contact centers here: asapp.com/industry/insurance…
Excited to share that ASAPP is sponsoring the Operating Partners Forum in New York. We’re looking forward to swapping notes with the room on what’s actually moving the needle in private equity value creation right now.
If you’re attending, let’s connect!
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Chris Arnold went to CXFS Toronto expecting thoughtful conversations about innovation, regulation, and the future of customer service.
What he found was an industry already moving past experiments and putting agentic AI to work on real customer journeys.
The big shifts: AI taking ownership of the work, built-in human guidance, and customer adoption through real resolution.
Want to learn more? Read Chris’s full takeaways at the link below.↓
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We are excited to announce Jeremy Stinson as Chief Marketing Officer. 🎉
Jeremy joins us with 20 years of experience in enterprise software, specializing in category creation, product marketing, and go-to-market strategy that turns complex innovation into compelling market positioning.
Please join us in welcoming Jeremy to the team! ↓
For this telecom provider, Customer Experience Platform's (CXP) GenerativeAgent® isn't just new tech. It's a 10x jump in deployment velocity.
It started small: a single deployment behind an existing virtual agent, handling a handful of use cases across two of their consumer brands, one wireless, one satellite TV. From there, GenerativeAgent became the front door for digital chat, replacing the old menu entirely, and expanded into voice with its first live use case.
That's what it looks like when crawl, walk, run turns into full-scale transformation.
A storm brews, and at the eye of it is a utilities contact center flooded with calls and requests. At critical moments like these, rigid IVRs and chatbots can't weather the storm. But generative AI agents, that scale with proactivity and personalization, can.
Our new eBook breaks down 14 use cases for electric, gas, and water utilities, from high-bill explanations and outage status to payment arrangements and assistance enrollment, each with an estimated deployment timeline, value drivers, and the metrics that prove ROI.
Get the eBook here ↓
asapp.com/ebooks/14-generati…
Chris Arnold on the main stage for his panel discussion "The Contact Center Operating Model Is Reversing: Who Does the Work When AI Leads Service?" at CCW Nashville 🔥🎸
Thank you to moderator Brian Cantor and Kara Conley (VP, Contact Center @ Bright Horizons) for such a productive conversation on human expertise and AI-implementation.
For years, the AI conversation in CX was about how enterprises could better serve customers. The next chapter is different: customers are bringing their own AI agents, and those agents will monitor accounts, negotiate terms, and switch providers on their owner's behalf. If every customer has an agent representing their interests, what represents the enterprise?
Our VP of CX Strategy, Chris Arnold, walks through what agent-to-agent operations mean for loyalty, automation, and the future of the customer relationship. ↓
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