ASAPP Inc, maker of artificial intelligence software for call center agents, has raised $120 million.
The New York-based AI startup also doubled its contracts last year as the COVID-19 pandemic moved businesses online at a time when many call centers were shut down or sent their workers to work from home, said founder and Chief Executive Gustavo Sapoznik.
ASAPP software does not replace human call center agents, but instead sends agents real-time suggestions of what to say in response to customers’ comments. For web chats, it presents the agent with multiple potential responses that can be sent with a click, helping both agents and customers save time.
ASAPP works mainly with large corporations, like JetBlue Airways and Dish Network, which spend over a billion dollars on call centers.
The latest funding round brought in new investors, including Fidelity Management & Research Company LLC and Dragoneer. Other investors include former Cisco Systems Chief Executive John Chambers and prominent venture capitalist John Doerr of Kleiner Perkins.