About ASAPP
ASAPP was founded in 2014 by Gustavo Sapoznik, backed initially by significant investment from the founder's own prior business ventures, with a research-heavy approach to applying machine learning and, later, generative AI to the customer service and contact center industry, an area involving enormous volumes of repetitive, language-heavy work well suited to automation and AI assistance but historically resistant to full automation given the importance of accuracy, empathy, and handling edge cases correctly. ASAPP's platform spans a range of contact center use cases, including real-time transcription and analytics for phone-based customer service interactions, AI-generated response suggestions that help human agents handle calls and chats faster and more consistently, and increasingly autonomous AI agents that can independently resolve some categories of customer inquiries without human involvement.
The company has emphasized a research-driven approach, maintaining a dedicated AI research division that has published work on speech recognition, natural language understanding, and reinforcement learning specific to contact center applications, arguing that off-the-shelf general-purpose AI models are often insufficiently tuned to the specific accuracy, latency, and domain-knowledge requirements of high-volume customer service environments. ASAPP's customers have included large telecommunications, financial services, and travel companies operating contact centers handling millions of customer interactions, where even modest efficiency improvements in average handling time or first-call resolution can translate into significant cost savings and improved customer satisfaction at scale. The company has raised very substantial private funding, reportedly reaching a valuation in the billions of dollars, and competes in an increasingly crowded generative AI customer service software category that includes established contact center software vendors such as NICE and Genesys as well as newer AI-native customer support startups like Decagon and Sierra.
