ASAPP Expands GenerativeAgent with Powerful New Features to Advance AI for Contact Centers

Human-in-the-loop agent, conversation monitoring, and testing and simulation features elevate trust and precision in AI-automated customer conversations

NEW YORK, July 22, 2025 (GLOBE NEWSWIRE) -- ASAPP, the leading provider of AI-powered contact center software, today announced it has expanded GenerativeAgent, which offers ASAPP's fully conversational Generative AI voice and chat agent, with powerful new features to advance accuracy, control, and trust in AI-automated conversations. By combining the scale and speed of automation with the precision, safety, and oversight required in real-world customer conversations, ASAPP is empowering contact centers to deploy customer-facing AI agents with confidence and at scale.

“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,” said Devidas Desai, senior vice president of product management at ASAPP. “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.”

GenerativeAgent is a platform built from the ground up to handle complex, multi-turn conversations with enterprise-grade performance, safety, and control. Integrating with a company’s historical customer data, it autonomously and safely resolves complex customer service interactions and supports a wide variety of APIs, native CCaas and CRM integrations, and advanced authentications, enabling fast deployment and instant value creation. New GenerativeAgent features include:

• Human-in-the-Loop Agent (HILA) with Approver Mode: Enables faster resolutions and better outcomes by allowing human experts to review and approve AI responses in real-time or asynchronously, fine-tuning and improving accuracy and agent learning over time.
• Conversation Monitoring and Fine Tuning: Achieve full visibility into AI interactions with intuitive tools to flag anomalies, track patterns, and enforce compliance with customizable guardrails for quality assurance at scale.
• Testing and Simulation: Safely test AI behavior in simulated environments to release updates into production with confidence, increasing control, transparency, and trust in automated interactions.
  

“ASAPP found in its user research that agents want to include logic behind their thinking in case the decision is ever questioned. That human expert’s rationale is tacit knowledge that, once captured, will allow the brand to advance customer service automation far beyond current levels.” (Forrester, Tacit Knowledge Will Power The AI-Led Contact Center, January 23, 2025)

These new features from ASAPP build on a momentous year of growth for the company, including the appointment of Priya Vijayarajendran as CEO and Devidas Desai as senior vice president of product management. The company’s customer experience was also recognized by Forrester as a notable vendor in its The Conversation Intelligence Solutions for Contact Centers Landscape, Q1 2025 report and as a leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024 report.

Click here to learn more about new features from GenerativeAgent.

Helpful links

• ASAPP website
• ASAPP blog
• ASAPP on LinkedIn
• ASAPP on X

About ASAPP
ASAPP is an artificial intelligence solution provider committed to solving the toughest problems in customer service. Our flagship product, GenerativeAgent^Ⓡ, is a platform built from the ground up to handle complex, multi-turn conversations with enterprise-grade performance, safety, and control. Because we automate what was previously impossible to automate, our AI-native^Ⓡ solutions deliver more than efficiency gains. They redefine the role of AI in the contact center and lay the groundwork for businesses to reimagine their customer experience delivery for the age of AI. Leading enterprises rely on ASAPP’s generative and agentic AI solutions to dramatically expand contact center capacity and transform their contact centers from cost centers into value drivers. To learn more about ASAPP, visit www.asapp.com.

Media Contact
Amy McDowell
Offleash PR for ASAPP
asapp@offleashpr.com

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here .

Legal Disclaimer:

EIN Presswire provides this news content "as is" without warranty of any kind. We do not accept any responsibility or liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. If you have any complaints or copyright issues related to this article, kindly contact the author above.