Observed Signal · Jul 22, 2025 · Technical Release · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
ASAPP Expands GenerativeAgent with Safety Features for Contact Center AI
ASAPP announced new capabilities for its GenerativeAgent platform on July 22, 2025, focusing on improving accuracy, control, and trust in AI-powered contact center conversations. The updates include a human-in-the-loop review mechanism, conversation monitoring tools, and testing/simulation environments. These features are designed to address safety and security concerns that have made organizations hesitant to deploy AI directly to customers. The announcement follows a year of growth for ASAPP, including executive appointments and recognition in Forrester research. The broader contact center industry is rapidly adopting AI, with 64% of centers using agent-assist technology and 57% implementing web-based chatbots. ASAPP's enhancements aim to equip CX leaders with safer, scalable automation options.
Enhancements to a niche contact center AI vendor; relevant to customer experience technology but not industry-shifting.
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Key Takeaways & Evidence Grounding
- ASAPP announced expanded GenerativeAgent capabilities on July 22, 2025.
- New features include human-in-the-loop review, conversation monitoring, and testing/simulation environments.
- The updates aim to improve accuracy, control, and trust in AI-automated contact center conversations.
- ASAPP is a New York-based company serving enterprise contact centers in telecommunications, financial services, and utilities.
- 64% of contact centers already use agent-assist technology, and 57% use web-based chatbots.
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Implement AI Copilots Without Sacrificing CSAT
This CMSWire editorial provides a strategic framework for deploying AI in contact centers while protecting customer satisfaction (CSAT). The author advocates an 'agent-first' approach where AI acts as a copilot supporting human agents, rather than a gatekeeper. The article outlines seven principles, including using CSAT as a real-time guardrail with specific thresholds, designing copilots around actual agent workflows, rolling out in controlled pilots, and building a solid knowledge foundation. It cites industry research showing 65% of customer service leaders expect generative AI to boost CSAT, and highlights that 'Where is my order?' (WISMO) queries can make up 30-40% of service contacts. The piece includes a 30-60-90 day rollout roadmap and recommends measuring success holistically across customer, operations, and agent metrics.
CES 2026 Highlights: AI, Ambient Tech, and the CX Shift
CES 2026 highlighted a clear shift from flashy AI demos to deployable systems, with a focus on ambient computing, agentic AI, and practical applications across vehicles, wearables, and smart homes. Notable announcements included Ford's in-vehicle AI assistant, Samsung's AI Companion Vision under its 'AI Living' strategy, Bosch's Cook AI, and various screenless devices like AI rings and clip-on assistants. The show underscored how AI is becoming embedded infrastructure rather than a standalone feature, with implications for customer experience platforms. For CX leaders, the emphasis is on reliability, contextual awareness, and integration over novelty. The article also notes the rise of agentic AI, the model context protocol, and the growing importance of governance and trust in AI-driven experiences. The overall message is that experience is being shaped at the product and interface level, long before marketing campaigns reach consumers.
Kustomer's AI-Native CX Push Highlights Enterprise Readiness Gap
Kustomer showcased its AI-native customer experience platform at its CX Now conference in New York City on Oct. 14, 2025. The company presented four AI assistants — AI Agent Team Assistant, AI Knowledge Assistant, AI Workflow Assistant, and AI Search Assistant — designed to embed intelligence directly into customer service workflows. Kustomer also highlighted a forthcoming Knowledge Base AI Assistant. The event followed a $30 million funding round intended to accelerate the platform roadmap. Founded in 2015, Kustomer was acquired by Meta in 2020 and regained independence in 2023. While praising the technology, the article emphasizes a widening enterprise readiness gap: many organizations lack the data hygiene, governance, and operational discipline required to adopt AI-native systems successfully. Kustomer customers Terra Kaffe, Allivet, and Horatio shared success stories, but the author notes most companies are not yet prepared for AI implementation.
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