CIOInsider India Magazine
Asapp : Redefining Modern Day Contact Center Operations through its Proprietary Gen AI Tech Stack Integration
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Customer service is the new marketing, it’s what differentiates one business from another”. These words by Jay Baer, author, speaker and world-renowned customer experience expert, perfectly exemplifies the importance of providing exceptional customer experience, especially in today’s fast-paced and hypercompetitive business landscape. With customers today expecting their queries to be resolved in the quickest possible time and through their preferred mediums, businesses are increasingly relying on call center services to handle their customer inter -actions. However, handling the humongous number of customer queries/interactions each day with limited labor has become a herculean task for enterprises, forcing them to rely on cutting-edge technology integration such as AI/ML.
As per IMARC Group’s recent report, the Indian contact center software market which was worth $1.2 billion in 2024 is expected to amount to $6.7 billion by 2033, exhibiting a CAGR of 21.7 percent during the forecast period. In such an industry-favoring scenario, one technology conglomerate that has strongly positioned itself a step above other companies in the market through its deep technology prowess is ASAPP. Based in New York, the company was conceived by Gustavo Sapoznik, Founder & Board Member, with a vision to revolutionize how brands interact with their customers through cutting-edge technology integration.
In an exclusive interaction with CIO Insider, Priya Vijayarajendran, CEO, shared more information about ASAPP, its key offerings, the differential factors, and many other interesting aspects. Below are a few excerpts from the exclusive interview.
Throw some light on the various solutions that you offer, with emphasis on your flagship offering.
As a next-gen technology company specializing in enterprise AI for customer service, our product portfolio encompasses five primary offerings, namely Generative Agent, ASAPP Messaging, AutoTranscribe, Auto- Summary, and AutoCompose, each leveraging advanced Gen AI capabilities such as NLP, speech- to-text, and AI-
driven automation. ASAPP’s latest product, Generative Agent, autonomously and safely resolves complex customer interactions over voice or chat.
When unable to fully resolve on its own, it knows how and when to involve the right human agents. While ASAPP Messaging accelerates the shift from voice to digital, improving agent efficiency, Auto Transcribe gives a highly accurate transcription of every call, AutoSummary provides an automated summary of the entire conversation with a customer, and AutoCompose enables enterprises to improve their agents’ response times by providing them with contextual, auto-generated phrase suggestions.
Security of customer data is a non-negotiable to us, where in we put in a lot of effort to have in-house redaction to maintain data privacy and full compliance with all necessary regulatory frameworks
In today’s scenario, two of the most common yet major challenges that most enterprises face is the deficit of customer service agents to deploy and the costs associated with it, especially with voice interactions that most often are exorbitant compared to digital channels. Through our flagship product Generative Agent, we’re successfully addressing both these challenges by bringing in automation in every way possible and enabling enterprises to automatically offload some of their customer interactions that are deemed less critical to an autonomous agent without sacrificing experience quality. This way, by reimaging inter -actions between the brand and its customers, our proprietary platform is enabling businesses to not only enhance their customer experience levels, but also elevate their agents to take on the role of supervisors or coaches of AI by intervening in conversations pertaining to more complex customer problems.
What added value do you provide for businesses to maintain a competitive edge in the market?
We’ve always been clear about our value proposition, i.e. we bring the most complex AI orchestration value to our customers. We are not a foundational model providers, rather, we tap into the best innovations emerging from Amazon Bedrock, OpenAI, and other open-source platforms to drive real business outcomes. With the help of our in-house team of experts, we get a clear understanding of our customers’
complex workflows, identify areas that have value for automation, and accordingly customize the solution. Overall, our main objective is to make the entire process seamless and hassle-free for our customers to achieve greater success and realize their overall organizational goals.
How do you facilitate secure & hassle free services for clients from highly regulated industries?
Ensuring safety and compliance in highly regulated environments requires an entirely new and highly complex set of capabilities and skill sets. Not only are our services hosted on cloud, but we also have a highly experienced backend engineering team that specializes in LLM Ops and have been cross-trained as well. Additionally, security of customer data is a non-negotiable to us, wherein we put in a lot of effort to have in-house redaction to maintain data privacy and full compliance with all necessary regulatory frameworks. Our design & security teams are among the best in the market and are highly experienced at building all these capabilities within the product as well. As a result, we’ve been able to provide 99.99 percent service reliability and successfully cater to customers even from mission-critical domains such as finance and aviation.
Tell us more about the team at ASAPP & the expertise they bring to the table.
At ASAPP, our focus in terms of hiring is always on bringing multidisciplinary individuals who are experts in their respective areas. With teams spread across India, the U.S., Europe, and Argentina, we're a global company of researchers, developers, engineers, designers, and other domain experts. While I possess over 27 years of experience in the enterprise software development vertical, our research scientists come from renowned universities and possess deep subject matter expertise in speech, natural language processing, and large language modeling.
What does the future hold for ASAPP in the days to come?
I'm optimistic about the continued demand for our services. Going forward, we’ll continue investing in strengthening our multimodal capabilities and contact center-specific ASR to provide a seamless experience to our clients. Further, we’re looking forward to mastering the complex interaction between customers, AI models and humans by building on our semi-augmented generative agent capabilities so that contact center agents can not only train the AI but also take control of a customer interaction when needed. Lastly, explain ability will also be among our primary focus areas in the coming days, wherein we’ll be investing in a lot of tools that facilitate reporting, evidence gathering, auditing, and many other critical functions.
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