Research Scientist, ASAPP
AI agents for enterprise contact centers
Job no longer available
AI agents for enterprise contact centers
201-500 employees
Job no longer available
201-500 employees
Company mission
To solve the toughest challenges in customer services with AI.
Role
Who you are
- PhD in Computer Science in ML or NLP; or equivalent experience
- A strong record of peer reviewed publications
- The scientific curiosity and grit required to solve hard research problem
- Strong communications and interpersonal skills
- Ability to work with a diverse team in a fast-paced environment
- Ability to present to / directly communicate with our enterprise customers about our research programs, and the AI basis of our product
- Ability to maintain a fun, casual, professional, and productive team atmosphere
- The ability to communicate in a courteous, tactful, and concise manner
- Enthusiasm and the ability to thrive in an atmosphere of constant change
What the job involves
- Identify potential applications of ML relevant to ASAPP, advocate for and formulate research programs for those areas, and provide guidance & drive for selected research program(s)
- Socialize research findings within ASAPP, advocate for applications of findings, and guide productization
- Document, patent and/or publish significant experimental findings
- Mentor and train junior researchers at ASAPP, improving their ability to independently do research, and communicate their findings
Our take
With around 70% of purchases driven by customer experience, call centers are an important part of many large companies' sales operations. But call centers have a problem retaining skilled agents, with high pressure and workloads leading to a turnover rate more than double other workforces. ASAPP is aiming to fix that by providing AI tools to support call center agents by reducing their data entry and reporting workload.
ASAPP is by no means alone in this space, with other startups such as Lang, Gong and Cogito entering the AI call-center market along with growing interest from giants such as Amazon and Google. But it's early start (ASAPP was founded in 2014) and focus on development of its NLP models gives it an edge that it seems set to retain, with a client base consisting of enterprise companies such as JetBlue, EY and American Airlines.
In 2024, ASAPP continued to lead the way in generative AI for contact centers, with the launch of its GenerativeAgent product, redefining customer service by automating 99% of interactions and boosting efficiency and satisfaction. With strong partnerships and a history of success, ASAPP is ready for even more growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2021
$120m
SERIES C
May 2020
$185m
SERIES B
Total funding: $380m
Company HQ
World Trade Center, New York, NY
Leadership
Priya joined ASAPP in 2022 as CTO, moving into the role of President of Technology in 2023, Interim CEO in 2024 and CEO in 2025. Prior to ASAPP, she spent 3 years at Microsoft as a VP of Data & AI and 2 years at IBM as CTO/VP of Applied AI.
Jo-Anne Sinclair
(CLO)Prior to joining ASAPP in 2016, Jo-Anne was an Attorney at Sereno Legal Service and an SVP of Legal at Nuance Communications. She was also on the General Counsel at ScanSoft for 5 years and Caere Corporation for 2 years.
Nirmal Mukhi
(Chief Architect)Nirmal joined ASAPP in 2021 as a Director of Machine Learning Infrastructure. Since then, he has held a number of roles and moved into the role of Chief Architect in 2025. Previously, he served as the CTO at TRANSFR and spent 19 years at IBM, joining as a Software Engineer before becoming a Solutions Portfolio Manager, Development Manager of IBM Watson Education, and Development Leader of Watson Education Platform.
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