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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"A conversation can be contained without the customer's issue being resolved." Our CEO Katie Stein has a problem with one of CX's favorite metrics.
In a new interview with @Techintelpro, Katie explains why containment is often treated as a win when it's really just an intermediate metric, why the hesitation around agentic AI is a trust problem rather than a technology one, and why autonomy in a customer-facing environment should be earned through evidence, not assumed because a demo looked good.
Read the full interview here ↓
techintelpro.com/interviews/…
Andddd we are live from CCW Nashville! 🎸 Make sure to swing by booth #203 to order some free baked goods by calling GenerativeAgent®, and meet our ASAPPien team on creating real CX resolution.
In just a couple of hours, Chris Arnold will be on the Main Stage for his panel discussion: "The Contact Center Operating Model Is Reversing: Who Does the Work When AI Leads Service?". After in the evening, we'll be co-hosting a happy hour with @Go_Atain for sips, bites, and connections!
Great photos featuring: Anthony Mennie, Ricardo Bandeira , Dave Cebroski, Matthew Van Meter, Daniel Bornstein, and Albert Alemany.
#CCWNashville @CustContactWeek
Several AI CX platforms now claim "personal AI agent detection." But the reality depends entirely on where the agent runs.
Server-side agents are easy to spot, cloud browser agents leave a footprint, and in-browser agents like Claude in Chrome look exactly like your customer.
Khashi Kiani breaks down what's detectable with confidence, what isn't, and which controls hold up either way in his newest blog. ↓
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Personal AI agents are moving from novelty to default. Soon, a meaningful share of the contacts hitting your contact center won't be customers. They'll be customers' agents, negotiating refunds and credits with the patience and persistence no human ever had.
ASAPP's latest Point of View lays out a roadmap for what to do about it: tag and monitor agent-driven interactions now, act on self-identification with defined policy actions, and tie decisions to the case so persistence alone can't change the outcome.
#A2A #Agent2Agent
Read the full POV on A2A here:
asapp.com/blog/when-the-cust…
How did ASAPP earn a spot with one of the most trusted household names in insurance? They serve millions of members across Canada, and their insurance business alone fields millions of calls a year.
It started with a pilot of our CXP GenerativeAgent, focused on billing and payment use cases within part of their contact center environment. Since then, it's grown into a broader partnership.
What ultimately won them over was our Human-in-the-Loop capability, which lines up directly with their own mandate around human-centered AI.
This is what agentic AI delivering in a complex, regulated enterprise environment looks like.
Everyone's releasing their own version of "personalized" AI. But how do you actually build AI around an individual, not just an account number?
The data has been telling us the story all along, but agentic AI is finally what lets us interpret it and act on it at scale: a system that stores long-term memory, reaches out proactively, and meets you wherever you are, no matter the channel.
Peter Coutoulas lists out the 6 capabilities that make "Jarvis" a reality, not just a comic-book superhero's assistant, below.
