ASAPP, a leading innovator in AI-driven contact center solutions, has unveiled significant upgrades to its flagship GenerativeAgent platform. Designed to elevate the quality, safety, and oversight of AI-powered customer interactions, these new features aim to bridge the gap between automation scale and real-world service expectations.
The updated GenerativeAgent empowers enterprises to confidently deploy AI voice and chat agents, delivering high-speed, accurate, and secure support at scale.
Elevating Trust and Oversight in Customer-Facing AI
While businesses recognize the value of AI in streamlining customer support, many are cautious about allowing fully autonomous systems to interact with customers. Addressing this concern, Devidas Desai, ASAPP’s SVP of Product Management, noted:
“AI’s potential is vast but ensuring these systems act with precision and integrity is non-negotiable. Our latest capabilities give CX leaders the control they need to deploy AI responsibly, while continuously refining performance over time.”
A Platform Purpose-Built for Enterprise-Grade Interactions
GenerativeAgent is architected to manage complex, multi-turn conversations with enterprise-class performance and reliability. It integrates with historical customer data, CRMs, CCaaS platforms, APIs, and advanced authentication systems, enabling rapid deployment and meaningful business outcomes from day one.
Key Features in the Latest Update
Human-in-the-Loop Agent (HILA) – Approver Mode
Introduces real-time and asynchronous expert intervention, allowing human reviewers to approve AI-generated responses. This hybrid model sharpens accuracy and continuously enhances agent performance.
Conversation Monitoring & Fine-Tuning Tools
Offers robust monitoring and anomaly detection, empowering organizations to track, audit, and optimize AI behavior. Custom guardrails ensure compliance and consistency at scale.
Testing & Simulation Environment
Organizations can now trial updates in secure, controlled settings before full rollout—promoting transparency and building stakeholder trust in AI-driven conversations.
Backing AI with Human Insight and Tacit Knowledge
According to Forrester’s January 2025 report, “Tacit Knowledge Will Power The AI-Led Contact Center,” agents value having the ability to explain the rationale behind decisions. ASAPP’s approach captures and builds upon this human judgment to drive next-level automation—enabling systems that don’t just respond but learn and improve with experience.
Momentum and Market Recognition
This product enhancement follows a strong year for ASAPP, marked by executive leadership transitions including the appointment of Priya Vijaya Rajendran as CEO and Devidas Desai stepping into the SVP Product Management role.
The company’s achievements have been recognized by Forrester in two major reports:
- Named a Notable Vendor in The Conversation Intelligence Solutions for Contact Centers Landscape, Q1 2025
- Positioned as a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024
