ASAPP, a customer experience company, and Atain, a business orchestration company, are partnering to bring expert-in-the-loop artificial intelligence customer service. The joint offering pairs ASAPP's agentic AI and human-in-the-loop technology with Atain's travel and hospitality experts, who decide which interactions AI should handle and when human judgment is critical.
Through the partnership, ASAPP and Atain combine AI and human expertise in a single model. ASAPP brings its AI platform and human-in-the-loop technology, which lets human agents guide AI in real time, along with deep experience in complex service industries. Atain brings global delivery capabilities with deep domain expertise in airline, online travel agency and hospitality industries.
"Atain has significant depth and expertise in travel, where customer service is tested at the worst possible moment: a canceled flight, a missed connection, or a family stranded overnight," said Katie Stein, CEO of ASAPP, in a statement. "We believe that, together, we bring a unique combination of agentic and human judgement to deliver the best possible outcome, combining the speed and scale or agentic with human ingenuity in those moments that truly matter."
"For a traveler, outcomes are the true measure of customer service," said John Thompson, chief revenue officer of Atain, in a statement. "With this partnership, enterprises no longer get technology from one vendor and domain experts from another. They get one team, fully accountable for resolving every traveler's issue and delivering assured outcomes."