Latest news with #PriyaVijayarajendran
Business Upturn
16-07-2025
- Business
- Business Upturn
ASAPP's GenerativeAgent Platform is Now Available in the New AWS Marketplace AI Agents and Tools Storefront
NEW YORK, July 16, 2025 (GLOBE NEWSWIRE) — ASAPP , the leading provider of AI-powered contact center software, today announced the availability of its GenerativeAgent Platform in the new AI Agents and Tools storefront in AWS Marketplace. This enables AWS customers to easily discover, buy, and deploy GenerativeAgent using their AWS accounts, accelerating AI agent and agentic workflow development. The AI Agents and Tools storefront in AWS Marketplace serves as a centralized catalog for hundreds of AI solutions from trusted AWS Partners. GenerativeAgent is built from the ground up to redefine the role of AI in the contact center by enabling users to handle complex, multi-turn conversations with enterprise-grade performance, safety, and control. By successfully handling nuanced conversations and multi-step problem-solving to resolve customer issues on its own, the platform dramatically increases contact center capacity, improving the customer service experience and lowering the cost to serve. 'ASAPP is committed to delivering best-in-class AI products that solve the toughest challenges in customer service, and it is a privilege to offer our GenerativeAgent platform in the new AWS Marketplace AI Agents and Tools storefront,' said Priya Vijayarajendran, CEO of ASAPP. 'We are proud to expand our collaboration with AWS as we equip more customers with the tools to transform their customer experience strategy and gain more value from their AI investments.' Through the AWS Marketplace AI Agents and Tools storefront, customers can significantly accelerate their procurement process to drive AI innovation, reducing the time needed for vendor evaluations and complex negotiations. With centralized purchasing using AWS accounts, customers maintain visibility and control over licensing, payments, and access through AWS. This news follows ASAPP's achievement of the AWS Generative AI Competency in April 2025, a recognition of AWS partners that drive the advancement of services, tools, data strategy, and infrastructure pivotal for implementing generative AI technologies across diverse industries. To learn more about ASAPP in AWS Marketplace, click here . To learn more about the new AI Agents and Tools storefront in AWS Marketplace, click here Helpful links 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 . Media ContactAmy McDowellOffleash PR for ASAPP [email protected]
Forbes
30-06-2025
- Business
- Forbes
Redefining The Customer Service Capacity Equation
Priya Vijayarajendran is the CEO of ASAPP. Generative AI is redefining what's possible in customer service. Offering more than incremental improvements, it unlocks a fundamentally new way to scale, personalize and optimize support at every level. From absorbing massive spikes in demand to elevating the role of human agents, this technology creates the space to rethink how we serve customers and what kind of experience we want to deliver. For decades, contact centers have operated under a cost-capacity tradeoff, trying to meet growing demand with limited resources, outdated systems and high turnover. This tradeoff often resulted in subpar customer experiences, gaps in customer service and low customer satisfaction. Generative AI offers a way out of that equation. In my experience developing generative AI for contact centers, I've seen that it can create net-new capacity by automating complete interactions with speed, accuracy and empathy. Maintaining The Human Touch Most companies have moved beyond asking whether to adopt generative AI. The focus now is on how to implement it without losing the human connection that defines a great brand experience. AI can be trained to embody the tone and care of a company's best agents, but it takes thoughtful design and collaboration between people and technology. Human agents aren't being replaced; they're becoming the trainers. They guide the AI, provide feedback and step in when the situation demands emotional nuance or deeper judgment. When done right, AI helps scale the complexities that human agents can leverage. The goal isn't to separate the machine from the workforce, but to build an inclusive system where the two operate together, reinforcing each other's strengths. Elevating The Role Of The Human Agent One of the biggest challenges in contact centers today is churn. McKinsey reports the average annual turnover rate for call centers is roughly 60% (though, in my experience, annual turnover can be as high as 80%), which leaves teams caught in a constant cycle of hiring, onboarding and retraining new hires, driving up costs and eroding consistency. In companies that successfully implement generative AI in their contact centers, one of the most meaningful outcomes is what it makes possible for human agents. When done correctly, gen AI allows agents to focus on complex, high-value conversations, while also training and guiding AI to reflect the company's voice, tone and brand values, instead of being stretched thin across repetitive tasks. That's a powerful evolution: from customer service as a reactive function to a more strategic, insight-driven role. Scaling Service When Demand Surges Whether it's five thousand or five million interactions, your generative agents will respond in real time. They adapt to sudden spikes—weather disruptions, viral campaigns or platform outages—without missing a beat. You should select a system that is designed for responsible scaling so that it knows when to bring in a human to preserve judgment and empathy where it matters most. The result: consistent SLAs, fewer bottlenecks and better customer outcomes at scale. Generative AI can allow call centers to operate faster and more reliably, regardless of the volume. Proven Use Cases And How To Apply Them To Your Business Generative AI is already transforming industries with high, unpredictable and urgent service demands, such as airlines, telcos, financial services and retailers. These are brands we interact with daily, and they've embraced AI to keep up with volume and to raise the bar on service quality. Take airlines, for example. During weather disruptions, customer service centers used to be overwhelmed by millions of calls from passengers needing to check flight statuses or rebook. Today, generative agents handle that surge effortlessly, integrating with backend systems, offering real-time updates and providing rebooking options without the dreaded hold music. Or consider a major power outage for a telco. A tenfold spike in customer inquiries can crash traditional systems. But with AI, brands are now answering questions, resolving issues and maintaining a seamless experience across millions of interactions without overwhelming their human teams. So, how can other organizations follow suit? Start by identifying your most common and costly service bottlenecks, moments where volume spikes or resolution slows. These are ideal entry points for AI. Then, design around both automation and escalation: let AI handle the predictable, and have humans ready for nuance and complexity. And don't forget training. Your best agents can teach AI how to speak your brand's language, tone and values. Transforming Your Contact Center With Generative AI Once you've made the decision to integrate generative AI into your contact center, the next step is rethinking how your systems support scale, adaptability and brand consistency. For years, contact center strategies have been constrained by staffing: hiring fast enough, reducing turnover and boosting agent efficiency with training or tools. Generative AI allows you to move beyond that reactive model. Start by identifying where legacy systems are holding you back. Use the breathing room AI creates to modernize infrastructure, connecting siloed channels, upgrading outdated platforms and automating high-volume interactions that previously consumed valuable agent time. Next, shift your focus from workforce headcount to system performance. Ask: How well can your architecture adapt to spikes in volume? How consistently does it reflect your brand voice and values? How quickly does it learn from feedback and improve over time? These are the metrics that matter in an AI-first model. Your agents also play a key role in the transition. Think of them not just as users, but as trainers helping train AI to handle nuanced interactions, ensuring it responds with empathy and stepping in when human judgment is needed. Done well, this shift positions your contact center as a modern experience engine capable of delivering reliable, intelligent service no matter the complexity or scale. With self-learning systems that improve with each interaction, you're no longer chasing capacity. You're building a foundation for long-term service excellence. Forbes Business Council is the foremost growth and networking organization for business owners and leaders. Do I qualify?
Yahoo
22-04-2025
- Business
- Yahoo
ASAPP Achieves the AWS Generative AI Competency
Certification Recognizes ASAPP's AI-Powered Contact Center Solutions for Technical Excellence and for Enabling Customers to Deploy Generative AI Technologies in Production with Confidence and Scale NEW YORK, April 22, 2025 (GLOBE NEWSWIRE) -- ASAPP, the leading provider of AI-powered contact center software, today announced it has achieved the Amazon Web Services (AWS) Generative AI Competency, a recognition of AWS partners that drive the advancement of services, tools, data strategy, and infrastructure pivotal for implementing generative AI technologies across diverse industries. 'ASAPP is committed to delivering best-in-class AI solutions that redefine what's possible in enterprise contact centers,' said Priya Vijayarajendran, CEO of ASAPP. 'Achieving the AWS Generative AI Competency underscores the measurable business impact of our AI-native solutions. We're honored to deepen our collaboration with AWS as we continue to help customers solve the most complex, data-rich challenges facing enterprise contact centers today.' ASAPP's AI-native product suite addresses complex, data-intensive customer service challenges at enterprise scale—advancing beyond basic automation to solve customer-specific problems with speed and precision. GenerativeAgent is an enterprise generative AI agent that accelerates resolution of complex customer service interactions—safely and autonomously—while reducing integration overhead. Built for enterprise needs, it taps into historical data and existing systems to enable rapid deployment, improve customer satisfaction, and deliver measurable ROI from day one. AWS Generative AI Competency partners are the go-to experts in implementing generative AI solutions that create value and drive business growth for AWS customers globally. Partners have proven expertise, field experience, and successful projects using generative AI tools from AWS to craft innovative solutions, enabling the building, training, deployment, and utilization of foundation models in creative ways at scale. ASAPP is available in the AWS Marketplace. Click here to learn more. Helpful links ASAPP website ASAPP blog ASAPP on LinkedIn ASAPP on X About ASAPPASAPP is an AI solution provider committed to solving the toughest problems in customer service. 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 in 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 Media ContactAmy McDowellOffleash PR for ASAPPasapp@ in to access your portfolio
Forbes
24-03-2025
- Business
- Forbes
How Call Centers Can Use GenAI To Maximize ROI
Priya Vijayarajendran is the CEO of ASAPP. We've all been there: After a long several minutes of answering automated prompts, you finally yell 'agent' or 'representative' into the phone hoping for a real person to answer your questions. You might have even hung up and opted for an online chatbot—that, it turns out, also can't answer your questions. Too often, this experience leaves businesses with frustrated former customers. Customers expect reliable resolutions they can trust—without rigid, impersonal robots that can't meet their needs. They also demand speed and convenience, making adaptability key to real-world customer service. Delivering an exceptional customer experience requires balancing technology, humanity and efficiency. When implemented correctly, GenAI can make this often frustrating experience feel more human by resolving issues with automation while simultaneously building the trust and loyalty that keeps customers coming back. Here's what business leaders looking to implement GenAI into their contact centers need to know. Helpful human agents listen, understand, propose, and act—but often, these agents are hard to find and harder to scale. As a result, many companies are looking to automate each of these pillars of great service. GenAI can integrate all the key elements of customer care: listening, understanding and proposing—to safely and autonomously act on complex customer interactions across voice and chat. It can propose and execute the right actions, autonomously determine which backend systems to use, and offer one-to-many concurrency, solving like a human but scaling like software. Once you implement a GenAI solution, your first few priorities should be to: • Integrate customer data so that you can reduce dependency on multiple systems. • Shorten handling times with an eye toward resolving inquiries through self-serving solutions. • Use your system to analyze customer needs to improve problem resolution. • Train the system to deliver cross-selling and upselling opportunities. GenAI is transforming contact centers, but at its core, customer service is about solving human problems. Customers expect more than efficiency—they demand a seamless, empathetic experience. When implemented correctly, GenAI builds customer trust and loyalty while streamlining business operations. In my experience, end customers are ready and willing to work with an AI agent that is 90% better at a task, as opposed to being average at many tasks. Let's talk about people, and how GenAI can make their lives easier. Contact center agents are expected to stay on top of vast amounts of information, policies and key performance indicators (KPIs). Your GenAI system should be trained to alleviate much of this cognitive load by providing real-time guidance, enabling your agents to focus on high-value customer interactions. It's simple: When you alleviate the grunt work, your team of agents feels empowered and engaged when they can focus on meaningful customer interactions rather than routine administrative work. Across industries, GenAI adoption is no longer optional—it's a necessity for businesses that want to remain competitive. The companies that move quickly and find the right GenAI solution can redefine customer service by improving efficiency and unlocking new revenue streams, ultimately forging a deeper connection with customers. Forbes Technology Council is an invitation-only community for world-class CIOs, CTOs and technology executives. Do I qualify?
