ASAPP, a provider of generative artificial intelligence for contact centers, has launched GenerativeAgent, which it says can automate up to 90 percent of contact center interactions currently assigned to human agents.
ASAPP's GenerativeAgent can handle complex, free-form interactions and can operate at the level of the best human agents in voice or chat environments. It autonomously interacts with companies' back-end systems and includes a human-in-the-loop interface for escalations, allowing GenerativeAgent to learn from agents' actions when their involvement is required while enabling voice agent concurrency.
GenerativeAgent can do the following:
- Handle multi-step natural language requests with customers.
- Scale infinitely, which means it sends voice interactions from one to many, letting agents oversee multiple voice conversations at once.
- Manage escalations to human agents.
- Obey company policies and procedures, only saying and doing what companies deem appropriate and compliant.
- Prioritize security, with access limited to certain systems. It won't make a policy exception without consulting a human first.