NEW YORK, May 9, 2023 (GLOBE NEWSWIRE) — as quickly as possible, the cloud-based AI company for contact centers, today introduced AutoAssist, providing real-time assistance to contact center agents, closing the gap between top and bottom performers, increasing their skills and empathy to more effectively resolve customer issues and increasing their productivity. AutoAssist is the latest in ASAPP’s suite of generative user experience AI products, including AutoCompose, AutoSummary and AutoTranscribe, that large organizations such as Best Buy, American Airlines, Dish and several other Fortune 100 companies use to provide the best in class customer experience, transforming agent productivity and increasing revenue.
The difference between the best and worst performing agents is up to 3x and can create a significant impact on customers. Before generative AI improvements within the contact center, agents needed help to answer basic questions or kept customers on hold for long periods, leading to an unproductive customer experience, poor ratings and unhappy customers. AutoAssist closes the gap, saves time and improves productivity by prompting agents during every conversation with optimal offers so Fortune 500 brands can better serve their customers, making it faster and more efficient for agents to meet customer needs. AutoAssist analyzes conversations as they happen and provides accurate real-time recommendations and automated support prompts for agents. AutoAssist enables enterprises to cut new agent on-boarding time in half and reduce average processing time by more than 10%, allowing policy changes to be rolled out quickly and easily across the entire agent population.
“Too many organizations view their contact center as a cost center and fail to invest in new technology to improve service and customer experience. Brands that recognize the opportunity to use AI in the contact center can turn every agent into their best agent and help them delight every customer,” said Rachel Knaster, Chief Product Officer of ASAPP. “At ASAPP, we develop generative AI products to help leading brands transform their contact center into a revenue engine by providing their agents with the tools and insights to deliver optimal service. AutoAssist enables agents to develop faster and resolve issues more efficiently.”
AI has been shown to increase productivity, especially for new agents. According to a study by Stanford University and MIT, agents with just two months of experience who were assisted by AI performed as well or better than agents with more than six months of experience who worked without AI. Another recent one study shows that 59% of US consumers will abandon a company or product after having several negative customer service experiences, further reinforcing the need for superior CX.
Through ASAPP’s AI research, CX domain expertise, and rich patent portfolio, AutoAssist joins ASAPP’s product suite of AI user experience tools that the company has released over the past year:
- AutoTranscribe: An AI service that provides the most accurate real-time speech-to-text transcription service on the market.
- AutoCompose: An AI service that suggests the right responses for digital messaging agents, automating up to 80% of agent responses and driving higher productivity, satisfaction and concurrency.
- AutoSummary: An AI service API that automates post-call work and generates call summaries and analytics-ready data.
To learn more about Auto Assist, visit Web page.
About ASAPP
ASAPP is a research-based cloud AI provider committed to solving the way enterprises and their customers engage. Inspired by big, complex and data-rich problems, ASAPP builds state-of-the-art generative AI technology covering all parts of the contact center. Leading businesses rely on ASAPP’s AI Cloud applications and services to exponentially increase agent productivity, put real-time intelligence to work, and delight every customer. To learn more about ASAPP’s innovations, visit www.asapp.com.