Sapoznik: Switching from Siebel to Salesforce gives agents zero productivity
Gustavo Sapoznik · AI vs. Call Centers: ASAPP CEO Gustavo Sapoznik on the Future of Customer Service · Dec 13, 2023 · at 4:09
Gustavo Sapoznik is the Founder and CEO of customer service AI startup ASAPP. He critiques legacy contact center software transitions.
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“If you survey the agent that spent eight hours looking at Siebel and now is spending eight hours looking at Salesforce and you ask agent, how much more productive are you? The answer is effectively zero.”
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“Most of the legacy incumbents are overwhelmingly underwhelming technology companies.”
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“In an average conversation, there's thousands of pings to this model. You can say, well, couldn't GPT-IV, for example, make those predictions? It actually could, and it'd probably do a very decent job out of the box. The problem is your conversation will cost …”
Sapoznik: Operating enterprise startups in stealth mode is a stupid idea
“That's a very, very stupid idea. Do not be on stealth mode. There's very seldom good reasons for doing it.”
Sapoznik: Call center agents face an annual turnover rate near 100%
“And then agents have an average attrition rate of about a hundred percent per year, depending on the year.”
Sapoznik: ASAPP automates customer service via bottoms-up human agent augmentation
“So our approach is automate as much as you can, augment the rest, and the more you augment, the more you can actually automate in a bottoms-up way, not in a rules-based way, which is traditionally how things have been automated in this space.”