TLDR: ASAPP has expanded its GenerativeAgent platform with new features designed to improve the accuracy, control, and trust of AI-automated conversations in contact centers. These enhancements, including Human-in-the-Loop Agent (HILA) with Approver Mode and advanced conversation monitoring, aim to address safety and security concerns, enabling customer experience (CX) leaders to confidently deploy and scale AI agents.
New York, NY – July 22, 2025 – ASAPP, a leading provider of AI-powered contact center software, today announced significant enhancements to its GenerativeAgent platform. These new capabilities are specifically designed to advance accuracy, control, and trust in AI-automated conversations, empowering contact center leaders to deploy customer-facing AI agents with greater confidence and at scale.
The expansion directly addresses the hesitation many organizations face when extending AI capabilities to customers, particularly concerning safety, security, and ensuring AI agents behave as intended. Devidas Desai, Senior Vice President of Product Management at ASAPP, emphasized this point, stating, “Forward-thinking organizations recognize the potential of AI automation in contact centers, but are hesitant to extend those capabilities to customers with concerns for safety, security, and ensuring AI agents behave as intended. ASAPP is committed to delivering the highest level of precision and trust in AI-automated customer conversations. These new capabilities from GenerativeAgent equip customer experience (CX) leaders with the tools to safely and confidently scale automation and the ability to monitor, control, and continuously improve how AI agents perform over time.”
Key new features introduced to the GenerativeAgent platform include:
Human-in-the-Loop Agent (HILA) with Approver Mode: This feature facilitates faster resolutions and improved outcomes by allowing human experts to review and approve AI responses in real-time or asynchronously. This process is crucial for fine-tuning AI accuracy and enhancing agent learning over time.
Conversation Monitoring and Fine Tuning: Contact centers will gain full visibility into AI interactions through intuitive tools designed to flag anomalies, track patterns, and enforce compliance. Customizable guardrails ensure quality assurance at scale.
These additions build upon ASAPP’s commitment to delivering AI-native solutions that automate complex customer interactions, increase capacity, and maximize AI investments. The company’s focus on responsible AI deployment aligns with a shared vision of seamless human-AI collaboration, fostering public trust and achieving superior outcomes.
The announcement follows a momentous year of growth for ASAPP, which included the appointment of Priya Vijayarajendran as CEO and Devidas Desai as Senior Vice President of Product Management. ASAPP has also been recognized by Forrester as “this market’s undisputed leader in AI-led innovation” in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024.
The broader industry context highlights a rapid adoption of AI in contact centers, driven by rising customer expectations. Many CX experts anticipate AI will transform the digital customer experience in the coming years. Currently, 64% of contact centers utilize agent-assist technology, and 57% have implemented web-based chatbots. Organizations deploying these AI solutions have reported significant benefits, including up to a 30% decrease in average handling time, effectively reducing a 10-minute call to approximately 7 minutes.
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ASAPP’s AI-native solutions are designed to redefine the role of AI in the contact center, moving beyond mere efficiency gains to enable businesses to reimagine their customer experience delivery for the age of AI.
