ASAPP

Breadth through a published connector layer with authenticated action.

ASAPP ships an API integration hub with function calls to connect workflows and orchestrate across systems, plus pre-built connectors for CRM, CCaaS, telephony, chat and knowledge systems, and integrates natively into existing IVR, messaging and telephony estates without ripping and replacing.

Named CCaaS relationships span Genesys, AWS, Avaya and Cisco. The agent acts rather than reads: it takes action through connections to core systems, with real-time API access to operational data enabling it to complete transactions end to end.

Sourceasapp.com/press/asapp-expands-generativeagent-platform-to-redefine-the-future-of-customer-experienceread 2026-09-05

A named orchestrator coordinating a defined pipeline, plus routing across resolution modes.

GenerativeAgent runs a built-in orchestrator that coordinates task execution across input safety validation, reasoning, RAG processing and output verification, and determines the best path to resolution for each interaction, whether autonomous AI resolution, rule-based automation, collaboration with the Human-in-the-Loop Agent, or routing to a live agent.

It takes action based on context and connections to core systems with no prebuilt flows required, and CXP adds drag-and-drop orchestration for assembling new agents.

Sourceasapp.com/customer-experience-platform/generativeagentread 2026-09-05

Grounding is architectural rather than incidental: RAG processing is a named stage of the orchestrator pipeline, sitting between reasoning and output verification, and GenerativeAgent is described as grounded in the customer's knowledge base, using it together with safety features to prevent hallucinations, with accuracy improving as the agent learns from human and system feedback. Knowledge bases are a configurable object on the platform, with streamlined configuration of knowledge bases, tasks and rules, and CXP consolidates data from connected tools into the corpus the agent draws on.

Sourceasapp.com/customer-experience-platform/generativeagentread 2026-09-05

An explicit pre-send approval surface, productized rather than assembled. The Human-in-the-Loop Agent (HILA) is a named workflow bringing human judgment in where needed without breaking the conversation, and ASAPP has since added HILA Approver Mode, which lets human experts review and approve AI responses in real time before they reach the customer.

ASAPP frames this as resolving with human guidance instead of escalation, so the human intervenes inside the conversation rather than taking it over, with smooth handoff to a live agent still available when appropriate. Enterprise-grade guardrails and data protection sit alongside, with input safety validation and output verification as named stages of the orchestrator.

Sourceasapp.com/customer-experience-platform/generativeagentread 2026-09-05

SOC 2 Type II completed over a defined review period across 64 controls with GenAgent, the Messaging Platform, AutoTranscribe, AutoSummary and AutoCompose named in scope and the report available under NDA, plus PCI DSS certification, HITRUST certification achieved 28 January, and GDPR and CCPA alignment, published through a SafeBase trust portal alongside a separate AI Transparency Portal built for security questionnaires. Controls include comprehensive access control with audit trails, encryption and PII handling, and ASAPP runs continuous adversarial AI red teaming against every model and agent on the platform.

Sourcetrust.asapp.comread 2026-09-05

Governance and run visibility are both published as platform properties: ASAPP states built-in tools for governance, auditing and full control, with comprehensive access controls and audit trails, and the platform expansion added observability dashboards, safety monitoring and conversation monitoring alongside real-time dashboards and alerts that translate agent performance into measurable impact and enable QA at scale. CXP is framed as knowing what is happening with customers and why, so it explains what happened rather than only counting outcomes.

Sourceasapp.com/cxpread 2026-09-05

Memory is scoped to the customer and kept for life. ASAPP builds the platform on a single lifelong customer record that captures everything from intent to conversation to context and persists across every interaction, so the agent serves a customer with continuous prior context rather than per-session state, and ASAPP names Memory alongside Intelligence as what drives personalization and higher containment. On voice the agent handles the entire call lifecycle with complete context and continuity. Lifelong is ASAPP's own word for that record.

Sourceasapp.com/cxpread 2026-09-05

The trust portal, live on SafeBase, publishes attestations, policies and certifications but no residency commitment or region menu. The SDK configuration does take a region code alongside an API host name, so ASAPP runs multiple regions and an integration targets one of them. No published residency commitment, no enumerated regions, and no VPC, single-tenant or on-premises option; the platform is a managed service on AWS.

Sourcetrust.asapp.comread 2026-09-05

One customer-facing agent plus tooling, not a set of adoptable agents.

GenerativeAgent ships as a single prebuilt agent, with AutoSummary, AutoTranscribe, AutoCompose and the ASAPP Messaging Platform alongside it as agent-assist and infrastructure products rather than agents a buyer selects by role, and ASAPP supplies pre-built connectors for CRM, CCaaS, telephony, chat and knowledge systems to shorten time to value.

No agent template library, catalog or marketplace is documented; new agents are assembled through drag-and-drop orchestration and streamlined configuration of knowledge bases, tasks and rules rather than adopted as packaged units.

Sourceasapp.com/cxpread 2026-09-05

Voice and chat both handled natively, entering through the customer's existing estate rather than requiring a new channel layer: GenerativeAgent connects into existing IVR, messaging and telephony systems, and ASAPP ships multi-agent voice configuration for voice deployments. Voice is treated as a first-class channel rather than a bolt-on, with natural low-latency context-aware speech where customers can interrupt, clarify or redirect mid-call without confusing the agent, and the agent handling the entire call lifecycle with continuity before handing off.

Sourceasapp.com/customer-experience-platform/voiceread 2026-09-05

The orchestrator performs specialized per-task model selection over Amazon Bedrock foundation models, one model handling empathetic dialogue while another handles transactional work such as flight changes, so several models are genuinely in play. The selection is made by the orchestrator and no customer or admin control over it is documented anywhere.

Sourceasapp.com/products/generativeagentread 2026-09-05

A public documentation site at docs.asapp.com carries integration guides and SDK references: an iOS SDK shipped as a signed xcframework from a GitHub releases page, an Android SDK written in Kotlin and distributed through a Maven repository with GPG-signed artifacts, both initialized with an app id, API host name, client secret and region code so the integration authenticates against the ASAPP API, alongside a documented customer authentication flow using JWT payloads and UserProfile API calls.

Sourcedocs.asapp.com/messaging-platform/integrations/android-sdkread 2026-09-05

Building, iterating and testing an agent before it goes live is a first-class platform capability, simulation environments were added in the July 2026 GenerativeAgent update, and automated quality assurance testing runs against the customer's configured agent. The artifact under test is the customer's own agent. ASAPP's continuous adversarial red teaming is the vendor testing its own models, not a test of the customer's agent.

Sourceasapp.com/products/generativeagentread 2026-09-05

No browser control, hosted session or computer use is documented. The agent works programmatically instead, taking action through connections to core systems, an API integration hub with function calls, pre-built CRM, CCaaS and telephony connectors, and real-time API access to operational data, entering the estate through existing IVR, messaging and telephony rather than by operating an interface.

Sourceasapp.com/customer-experience-platform/generativeagentread 2026-09-05