UCaaS + CCaaS MetriRank 2026
September 30, 2026
ASAPP Advances Automated Customer Service with Multi-Agent Suite
Artificial Intelligence
Customer Experience
MetriNote
Complimentary Content
Agentic AI
AI Self-Service Agents
Assurance, Governance, Security, and Compliance
CX Assurance
Orchestration
Security and Compliance (CX)
Workflow Automation
Summary
Author: Beth Schultz, VP of Research and Principal Analyst
What's the news?
On April 27, 2026, ASAPP announced the addition of five purpose-built AI agents to its Customer Experience Platform (CXP), for immediate availability. ASAPP designed the agents to work as a system for automating and managing customer service from start to finish, in a well-governed, trusted manner. The suite comprises:
- Discovery Agent – Spots high-value automation opportunities based on intent
- Developer Agent – Enables building generative agents using natural-language prompts
- Simulation Agent – Runs proactive stress tests to check the behavior of ASAPP’s GenerativeAgent against real-world scenarios and edge cases
- Insights Agent – Mines the CXP’s context graph to identify operational gaps
- Optimization Agent – Susses out inefficiencies to enable continuous workflow improvement
Author(s)
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