ASAPP's Vision for Agentic AI and Unified Experience Layer

This document is a technical report detailing ASAPP's vision for integrating agentic AI within customer experience platforms. It outlines the emerging protocols and frameworks, specifically Model Context Protocol (MCP) and Agent-to-Agent (A2A), that facilitate interactions between AI agents and external technologies. MCP is described as an open standard that allows AI agents to connect securely to various data sources, while A2A enables direct communication between AI agents, fostering collaboration for complex problem-solving. The report emphasizes the importance of these protocols in enhancing customer interactions through voice and chat capabilities, as well as the anticipated evolution towards personal AI agents. Furthermore, it discusses the role of ASAPP's Customer Experience Platform (CXP) in providing a universal interface that integrates various customer engagement channels, ensuring safety and compliance through robust governance mechanisms. The document concludes with insights into the future of AI agents and the necessity for companies to adapt to these advancements in technology.