ASAPP

ASAPP is a New York-based AI company focused on the hardest problems in customer service, built around what it calls an AI-native Customer Experience Platform (CXP) for enterprise contact centers. Rather than bolting AI onto legacy tooling, ASAPP designs the contact center around AI while keeping human judgment in the loop.

Its flagship is GenerativeAgent, a generative AI agent purpose-built to handle complex, multi-turn customer conversations over both voice and chat. Unlike older IVR and chatbot systems that require the entire conversation tree to be scripted in advance, GenerativeAgent needs no prebuilt flows: it understands free-form requests, reasons over the situation, and acts by connecting to core systems like CRM and billing to resolve the issue, not just answer questions. It is grounded in the customer's own knowledge base, policies, and controls to keep responses accurate and compliant.

A defining feature is HILA, the Human-in-the-Loop Agent workflow. When a conversation needs human guidance, task completion, or approval, GenerativeAgent consults a person in real time, through a workspace called AgentDesk, without transferring or dropping the customer. An Approver Mode lets human experts review and approve AI responses live, and the system learns from those interventions over time.

Under the hood, GenerativeAgent uses model orchestration rather than a single LLM: a foundational model works alongside more than ten task-specific models, coordinated by an orchestration layer, and ASAPP can swap the backend model as better ones appear while handling its own testing and QA. An API transformation layer lets the agent read and act through a company's existing APIs without rewrites, filtering out data that should not reach an LLM.

The broader CXP adds production-grade conversational voice with customizable, low-latency profiles, Interaction Intelligence that builds a single lifelong customer record, and observability tools for testing, monitoring, and governance, including a Conversation Explorer and simulation environments for releasing changes safely. ASAPP integrates with existing CCaaS, CRM, and ERP systems without replatforming, and counts large enterprises such as American Airlines, Dish, and JetBlue among its customers.