ASAPP, a leading AI-driven contact center software provider, has launched its Customer Experience Platform (CXP), designed to unify customer interactions, systems, and data across voice and digital channels into a seamless, intelligent operation.
Powered by ASAPP’s proprietary GenerativeAgent® technology, the new platform aims to deliver a “personalized agent for every customer,” functioning like a VIP concierge that understands context and acts instantly on behalf of users. By integrating with existing enterprise systems, the CXP shifts organizations from traditional systems of record to dynamic systems of action — improving efficiency, reducing cost-to-serve, and enhancing human agent roles.
“Customers today expect service that feels personal, like a concierge who already knows them, anticipates what they need, and handles it end-to end,” said ASAPP CEO Priya Vijayarajendran. “ASAPP’s CXP changes that becoming the system of action that connects data, decisions, and workflows across the enterprise. Traditional CRMs, billing, and ticketing systems don’t disappear, but become connected systems of record orchestrated through our platform. This platform is beyond conversational Automation; it’s now the operational core of the Agentic Enterprise defining customer experience powered by generative AI every step of the way.”
The platform leverages autonomous AI agents that execute workflows across chat and voice channels with enterprise-grade quality and safety. These agents dynamically select the best approach for each task — whether generative flows for open-ended conversations, rule-based flows for transactional tasks, or human intervention when expert oversight is needed.
Key features include:
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Voice-first Speed and Accuracy: Delivering near-human responsiveness and instant, precise actions while maintaining enterprise-level safeguards.
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Trust, Governance, and Compliance: Providing full visibility, control, and auditable AI performance to ensure safety, transparency, and regulatory compliance.
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Multi-Agent Architecture: Specialized AI agents collaborate to manage complex workflows and adapt in real-time across multiple channels.
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AgentDesk with Human-in-the-Loop Agent (HILA™): A unified console combining AI autonomy with human oversight for routing, queue management, and compliance.
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Auxiliary Agents: Continuously building, monitoring, and optimizing workflows to improve resolution speed and containment without manual input.
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Persisted Interaction Data: Capturing digital footprints of every interaction to enable long-term memory, continuous learning, and smarter, context-aware experiences.
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Open Design: Unlike closed black-box systems, ASAPP offers full transparency with access to orchestration, testing, and monitoring tools for customers and partners.
More information about the ASAPP Customer Experience Platform can be found at www.asapp.com/CXP.
