Latest news with #PriyaVijayarajendran
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?
