Monday, September 29, 2025
ASAPP, a leader in AI-powered contact center software, has announced significant advancements to its GenerativeAgent® Platform. These updates empower enterprises to build, deploy, and govern AI agents with greater speed, flexibility, and confidence.
In 2024, the company committed to making enterprise-ready AI agents real, safe, and scalable. Over the past year, that vision has become a reality. Today, Fortune 100 companies are already running GenerativeAgent in their contact centers, seeing measurable outcomes in highly demanding environments. What began as an innovation in multi-turn AI conversations has now evolved into a comprehensive enterprise-grade platform trusted by executives, extendable by builders, and governable by operational leaders.
With this release, the platform introduces advanced workflows that allow operational teams to maintain strong oversight while giving technical teams the tools to adapt and innovate quickly. As a result, enterprises can accelerate AI agent launches, ensure governance, and prepare for a new era of AI-driven customer experience.
In this emerging future, customer interactions become more than just a cost center they evolve into the enterprise’s system of record, serving as the “heartbeat” and first point of connection for businesses. The GenerativeAgent Platform positions every interaction as a chance to create loyalty, resolve issues, and drive business growth.
“Legacy CRM tools were built to store tasks, not to enable the intelligence, outcomes, or expertise required to keep pace with the requirements of modern customer experience (CX),” said Priya Vijayarajendran, CEO of ASAPP. “These new capabilities from the GenerativeAgent Platform ensure that extraordinary service becomes the default, providing the transparency, performance, and control that enterprises require to deliver best-in-class experiences to customers. The future of CX isn’t just about faster responses, it’s about enterprise-ready AI that transforms every customer interaction into actionable intelligence and every channel into an engine for growth.”
Unlike traditional platforms, GenerativeAgent is purpose-built for complex, multi-turn conversations. It combines enterprise-grade performance with safety and compliance, offering organizations the ability to scale as though they had unlimited agents working simultaneously. Its built-in quality assurance ensures every interaction aligns with brand voice and regulatory requirements.
For Operational Teams:
Diagnose and monitor flagged conversations to assure quality at scale.
Access detailed reasoning and view GenerativeAgent’s actions to identify issues.
Implement adjustments such as updating knowledge articles or modifying task instructions.
Safely test changes with built-in no-code simulation tools.
Use real-time dashboards and reporting to convert performance into measurable business outcomes.
For Technical Teams:
Configure knowledge bases, tasks, and rules with streamlined workflows.
Use the API integration hub and function calls to accelerate connectivity across systems.
Deploy pre-built connectors for CRM, CCaaS, telephony, chat, and knowledge systems, reducing time-to-value.
Leverage multi-agent voice configuration for advanced voice-enabled customer interactions.
“Built from a decade of innovation inside mission-critical contact centers, the GenerativeAgent Platform has grown from a promise to proven enterprise reality in 2025. It’s like a storefront for every customer interaction open 24/7, delivering consistent, high-quality service, and getting smarter with every conversation,” said Devidas Desai, SVP of Product Management at ASAPP. “It’s a privilege to introduce these new capabilities to our customers as we remain relentlessly committed to continuous innovation and equipping more organizations with leading-edge solutions to transform their contact centers.”
With these enhancements, ASAPP strengthens its position as the only platform designed from the ground up to deliver safe, scalable, and intelligent AI-powered customer experiences.
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