Guru

MAY 12, 2020

Sara Davatelis and her team at SailPoint spent most of 2019 modernizing their tech stack. With the pains of siloed information, team-specific tools, and non-integrated workflows being felt even more acutely now that we’re all working from home , teams like SailPoint are starting to work across every team in Guru.

APIs 66

APIs Accountability Personalization Coaching 66

Customer Service Life

MARCH 5, 2018

Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. In our industry, which happened to be web hosting and domain name registration, it was en vogue to slap 24x7x365 support on our website, which we offered. Empower your team. Click here to read the original.

Analytics 60

Analytics Contact Center Wait times Engineering 60

Nicereply

NOVEMBER 27, 2023

In today’s competitive business landscape, the one thing that sets companies apart is not just the quality of the products they offer, but the experience they provide to their customers. Is it a specific product feature, a recent transaction, or the overall experience? Definition and Concept – What Does CSAT Stand for?

Metrics 59

Metrics Surveys Analytics Feedback 59

Nicereply

OCTOBER 29, 2019

Every day, customer-facing agents pleasantly answer the phone or begin chats and emails with friendly tidings. Leading support departments don’t ignore those invading monsters but understand how to handle them when they do show up to haunt the team. Every support team has a customer who won’t stop complaining.

Feedback 75

Feedback Accountability Management Customer Service 75

Liveops

JANUARY 25, 2019

We are dedicated to helping our customers better serve their customers—by building high-performing, trustworthy teams of professional agents. To help organizations navigate the big, wide world of CX technology, we’ve assembled a massive list of top products and tools for customer service, communication, behavior tracking, insights, and more.

Technology 82

Technology Customer Experience Journey mapping Enterprise 82

Enghouse Interactive

JULY 16, 2018

62% of Americans use some sort of digital banking as of 2018, so consumers have enrolled in these programs en mass. The contact center can provide in-app support, website chat, or phone support via call or texts. Since 2015, the number of consumers who visited a branch once per month has dropped 20%.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40

AWS Machine Learning

JULY 26, 2023

For example, many online gaming communities offer voice chat functionality to facilitate communication among their users. Although voice chat often supports friendly banter and trash talking, it can also lead to problems such as hate speech, cyberbullying, harassment, and scams.

APIs 79

APIs Enterprise Advertising Personalization 79

AWS Machine Learning

NOVEMBER 14, 2023

Use cases Text moderation plays a crucial role in managing user-generated content across diverse formats, including social media posts, online chat messages, forum discussions, website comments, and more. Ravisha SK is a Senior Product Manager, Technical at AWS with a focus on AI/ML.

APIs 90

APIs Advertising Personalization Analytics 90

AWS Machine Learning

AUGUST 15, 2023

Digital assets are vital visual representations of products, services, culture, and brand identity for businesses in an increasingly digital world. Using the ConversationalRetrievalChain tool, which further adds memory of chat history to the QA solution. In the following sections, we describe each step in detail.

Chatbots 73

Chatbots Enterprise Accountability Best practices 73

AWS Machine Learning

SEPTEMBER 6, 2023

Fine-tuned LLMs, called Llama-2-chat, are optimized for dialogue use cases. The tuned models are intended for assistant-like chat, whereas pre-trained models can be adapted for a variety of natural language generation tasks. About the Authors Dr. Vivek Madan is an Applied Scientist with the Amazon SageMaker JumpStart team.

Advertising 96

Advertising Coaching Benchmark Education 96