Observed Signal · Aug 1, 2023 · Product Launch · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
ASAPP Launches CoachingAI for Automated Contact Center Quality Scoring
ASAPP, an AI cloud company for contact centers, announced the launch of CoachingAI, a product that automates quality scoring on all contact center agent interactions. Using large language models and generative AI, CoachingAI analyzes conversations for compliance, topic and tool proficiency, and interpersonal skills like empathy. It allows customers to upload existing SOPs, which are converted into automated measurements within a day. The tool aims to free supervisors from manual evaluation, enabling more coaching time, improving agent performance, reducing attrition, and enhancing customer experience. ASAPP's chief product officer, Rachel Knaster, highlighted that traditional quality management methods are inefficient and biased, and CoachingAI addresses these gaps by providing personalized, data-driven coaching recommendations.
Product launch in AI-powered contact center quality management, relevant to MarTech/CX but not an industry-shifting event.
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Key Takeaways & Evidence Grounding
- ASAPP launched CoachingAI on August 1, 2023.
- CoachingAI automates quality scoring on 100% of contact center agent interactions.
- The product uses large language models (LLMs) and generative AI to analyze conversations.
- Customers can upload standard operating procedures (SOPs) to generate automated measurements.
- ASAPP's 2021 survey found that lack of coaching and training are reasons for high agent attrition.
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