Interview ·
Katie Stein, CEO of ASAPP – Interview Series
Original title, in French: “Katie Stein, PDG d’ASAPP – Série d’interviews”
- Publication
- Unite.AI (United States)
- Author
- Unsigned
- Published on
- 15 September 2026 · read in the page metadata · updated on 15 September 2026
Summary
In this interview, Katie Stein, CEO of ASAPP, describes how her enterprise customer service AI platform works, combining autonomous AI agents, deterministic workflows and human judgement. She cites the example of a major US airline whose ASAPP GenerativeAgent rebooked more than 3,800 passengers in six days during a winter storm. Stein explains the challenges of moving from pilot to large-scale production, the need for stronger governance and observability with several coordinated agents, and security through "Continuous Red Teaming", which tests more than 50 classes of vulnerabilities. She anticipates the emergence of a "human agent analyst" role in contact centres, as agentic AI handles more routine interactions.
Summary based on the full text of the article.
Read the article on Unite.AI →Figures cited
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3,800 passengers
Number of passengers rebooked by the GenerativeAgent AI during winter storm Fern
A major US airline, over a six-day period, during storm Fern (2026)
« ASAPP n’a pas seulement répondu aux questions ; son GenerativeAgent a reprogrammé plus de 3 800 passagers en six jours, y compris des changements d’itinéraires complexes. »
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50 vulnerability classes
Number of vulnerability classes continuously tested by ASAPP through Continuous Red Teaming
ASAPP AI systems
« ASAPP a récemment introduit Continuous Red Teaming, qui teste automatiquement ses systèmes d’IA contre plus de 50 classes de vulnérabilités à mesure que les modèles évoluent. »
Classification
- Country
- United States
- Company size
- Large companies, All sizes
- Industries
- Transport, logistics, supply chain · Software vendors, IT services companies, telecoms · All industries, or industry not specified
- Companies
- Atain (cited), Genpact (cited), Mercer (cited), Boston Consulting Group (cited), ASAPP (supplier)
- Keywords
- customer service, agentic AI, contact centre, AI orchestration, AI governance, AI agents
Entry written by Marsanne Studio from the cited article, with the help of an AI model (claude-sonnet-5). The rights to the article and its illustrations belong to Unite.AI. Entry translated from French by Claude Sonnet 5.5.