CX Global Media

JULY 13, 2017

Scott Kendrick, VP Marketing at CallMiner, shared news at Call Center Week of a new product launch that helps small call centers to finally go big with speech analytics. Full PCI Redaction. PCI data is fully redacted during ingestion from both text transcripts and call audio to prevent exposure of sensitive customer information.

Analytics 185

Analytics Call Center Contact Center contact center solutions 185

Callminer

APRIL 23, 2019

Redact: One of the most streamlined and sophisticated methods for maintaining PCI compliance is to use a solution like CallMiner’s Eureka Redact. This should cover expanded regulatory expectations, and more importantly, best practices for audio recordings when business, products, and offers are discussed.

Best practices 159

Best practices Call Center Banking Contact Center 159

Tethr

NOVEMBER 5, 2021

Transform product effectiveness. Ever wished you could figure out what your customers really thought of your product? Armed with actual voice of customer (VoC) insights, you’ll gain a competitive edge to improve products, services, marketing messages, and more. With a conversation intelligence solution, now you can really know.

Average Handle Time 100

Average Handle Time Sales Enterprise Contact Center 100

AWS Machine Learning

NOVEMBER 22, 2023

Building a production-ready solution in AWS involves a series of trade-offs between resources, time, customer expectation, and business outcome. You can either secure the output PII in your data store or redact the PII in your IDP output. You can design a PII redaction step using Amazon Comprehend in your IDP workflow.

APIs 83

APIs Accountability Enterprise Transportation 83

AWS Machine Learning

MARCH 1, 2024

The keywords help cover specific entities in the query such as product name, color, and price, while semantics better understands the meaning and intent within the query. The following are the results for the preceding query using hybrid search (with some of the output redacted for brevity): [ { "content": { "text": ". billion, $6.1

APIs 109

APIs Finance Chatbots Enterprise 109

AWS Machine Learning

FEBRUARY 29, 2024

We are excited about the future ahead, and your feedback will play a vital role in guiding the progress of this product. He works with global digital native companies to architect scalable, secure, and cost-effective products and services on AWS. Nihir Chadderwala is a Sr.

APIs 113

APIs Healthcare Scripts Enterprise 113

AWS Machine Learning

MARCH 12, 2024

This post is for educational purposes only and should not be used in production environments without additional controls. This can be accomplished with input data before being sent to a model or an LLM trained to redact their responses automatically.

Chatbots 90

Chatbots Healthcare Accountability Engineering 90

Babelforce

JUNE 29, 2022

This helps boost overall productivity and performance for the call center. As an additional security layer, your call center can limit permissions and redact information within sensitive documents, so that only approved users can view them or make changes. Higher productivity. What are some important DMS use cases?

Management 52

Management Call Center call center software Customer Service 52

JustCall

NOVEMBER 25, 2022

The most beneficial aspect of this product is that it requires no commitment and is mainly used for agent call monitoring, evaluation, and coaching. A fantastic platform for increasing the productivity and efficiency of your sales force. It aids in identifying and assessing KPIs (Key Performance Indicators) and agent performance.

Real estate 52

Real estate CRM Coaching Contact Center 52

Infinity

OCTOBER 15, 2019

A Conversation Analytics suite enables you to automatically monitor when specific keywords are used on calls, find where they are used, identify payments, and redact sensitive information. If a caller comes in based on a campaign for a specific product, it makes sense that they speak to one of your specialists in that product.

Feedback 69

Feedback Analytics Sales Marketing 69

AWS Machine Learning

FEBRUARY 9, 2023

You can also use location information to redact personally identifiable information (PII) in a document. Product Manager with the AWS Textract team. He is focused on building AI/ML-based products for AWS customers. Outside of work, he loves to travel and ride his motorcycle in Texas Hill Country. Shibin Michaelraj is a Sr.

APIs 81

APIs Best practices Banking Enterprise 81

JustCall

NOVEMBER 25, 2022

For a product to be eligible for inclusion in the Speech Analytics category, it must enable: Calls to be recorded and/or monitored in real-time. Customer Conversation Analytics offers agent performance management, dialogue and sentiment visibility, and PCI-supported sensitive data redaction for secure sharing across the enterprise.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

JustCall

MAY 2, 2022

Enhance Performance and Productivity. Similarly, since managers, supervisors, and analysts don’t need to monitor individual calls, they can effectively use this time to perform more productive tasks. Managers spend many hours a day pulling these reports and sharing data across the production floor. Sensitive Data Redaction.

Analytics 52

Analytics Sales Customer Service Scripts 52

Infinity

DECEMBER 18, 2019

Whilst having so many routes to purchase products is great for customers, it’s sometimes an attribution anxiety attack for marketers. By using this data, you’ll still comply with data protection policies as we redact all sensitive details, such as credit card numbers or addresses, and remove them from storage. PPC-ing is believing.

Analytics 52

Analytics Sales Marketing Management 52

Enghouse Interactive

SEPTEMBER 10, 2020

Call recording systems have been providing methods to redact credit card information for almost as long as the regulations have been in force. What is changing is the fact that contact centres are transitioning into multi-channel operations, meaning that sensitive data must be redacted across all recorded media types.

Analytics 40

Analytics Quality management Enterprise Marketing 40

DMG Consulting

JANUARY 24, 2023

Redaction to remove sensitive data from a conversation to comply with regulations or to address security concerns. Trend analysis to identify changes in topic, phrase frequency, and trend direction over time. Root cause analysis to provide visual word clusters, correlation, and context maps of related items, in order to suggest a root cause.

Analytics 62

Analytics Enterprise Quality management Contact Center 62

AWS Machine Learning

NOVEMBER 1, 2023

Finding and redacting PII is essential to safeguarding privacy, ensuring data security, complying with laws and regulations, and maintaining trust with customers and stakeholders. However, failure to accurately detect and redact PII can lead to severe consequences for organizations.

APIs 88

APIs Engineering Government Telecommunications 88

JustCall

JANUARY 5, 2023

Administrators can use pre-configured and customized dashboards to obtain visibility into KPIs such as customer loyalty, sales, marketing, communication channels, and product offers. Increase the productivity and efficiency of teams. Improve business KPIs by taking data-driven actions.

Analytics 52

Analytics Coaching Call Center APIs 52

AWS Machine Learning

NOVEMBER 27, 2023

Let’s add a step to redact Personal Identifiable Information (PII) data from the extracted data by leveraging Amazon Comprehend. For simplicity, we are using master username and password to access OpenSearch API’s, for production workloads select option according to your organization policies. Enter a name for the step.

Engineering 74

Engineering APIs Big data Accountability 74

Help Scout

JULY 15, 2021

For example, being able to redact or remove information is a common feature needed for privacy compliance. If you don’t use seasonal staff, how do you keep agents engaged and productive during lulls? For teams with highly complex products that routinely get technical questions, permanent staff may be the better option.

Education 115

Education Customer Service outsourcing Self service 115

AWS Machine Learning

NOVEMBER 15, 2023

This can be compared with the language prompt template "What is a good name for a company that makes {product}?" where the input along with this prompt template from the user is the {product}. product} is an input slot. In visual prompting, the bounding boxes, points, or masks are the input slots.

Engineering 91

Engineering APIs Automotive Entertainment 91

AWS Machine Learning

OCTOBER 19, 2023

To ensure customer privacy and maintain regulatory compliance while training, fine-tuning, and using deep learning models, it’s often necessary to first redact PII from source data. Solution overview This solution uses Amazon Comprehend and SageMaker Data Wrangler to automatically redact PII data from a sample dataset.

Government 88

Government Engineering Enterprise Scripts 88

AWS Machine Learning

SEPTEMBER 14, 2023

In the case of company-specific internal FAQs, long wait times result in lower employee productivity. The solution also uses the Amazon Comprehend personally identifiable information (PII) detection feature to automatically identity and redact PII. The PII is not stored, used by Amazon Kendra, or fed to the LLM.

APIs 95

APIs Healthcare Scripts Engineering 95

Customer Service Life

AUGUST 10, 2017

A process for redacting this information if it does show up should be establish. Agents should be serving customers in such a way that we naturally perform well on these surveys — and I realize that sometimes the marks are totally out of their control thanks to issues with the product or service.

Calibration 68

Calibration Scripts Accountability Best practices 68

Vonage

JANUARY 20, 2016

But, did you know that by using a CTI adapter to integrate inbound and outbound phone calls with your CRM , you can extend your investment, while driving dramatic improvements in sales and service productivity. Some, like Five9, offer third party plug-in applications that redact credit card information from call recordings after the call.

CRM 67

CRM Sales Gamification call center software 67

AWS Machine Learning

NOVEMBER 15, 2023

Content redaction: Each customer audio interaction is recorded as a stereo WAV file, but could potentially include sensitive information such as HIPAA-protected and personally identifiable information (PII). PCA’s security features ensure that any PII data was redacted from the transcript, as well as from the audio file itself.

Analytics 110

Analytics Interactive Voice Response Average Handle Time Contact Center 110

Comm100

OCTOBER 27, 2016

Even though it’s good to be eager to please, this desire needs to be balanced with the truth concerning your products, services, and offerings. Identify all of the variables that can affect customer service that are outside of your control (this could be a supplier, distributer, or resource/product availability).

Management 64

Management Scripts Customer Service Surveys 64

AWS Machine Learning

NOVEMBER 6, 2023

A key differentiator for Amazon Transcribe is its ability to protect customer data by redacting sensitive information from the audio and text. Besides summarization, you can direct the LLM to generate almost any text that is important for agent productivity. transcript} Assistant: LCA runs the prompt and stores the generated summary.

Contact Center 105

Contact Center CRM Analytics Average Handle Time 105

AWS Machine Learning

JUNE 6, 2023

It comes with a rich set of features , including automatic language identification, multi-channel and multi-speaker support, custom vocabularies, and transcript redaction. Pavlos has spent the biggest amount of time in his career in the product and customer support sector – both from an engineering and a management perspective.

Enterprise 68

Enterprise Engineering Feedback Customer Support 68

AWS Machine Learning

DECEMBER 21, 2023

Rapid innovation and improvement in generative AI has captured our mind and attention and as per McKinsey & Company’s estimate , applying generative AI to customer care functions could increase productivity at a value ranging from 30–45% of current function costs. Choose New chat and select Claude 2 as your model.

Contact Center 92

Contact Center Scripts Interactive Voice Response contact center solutions 92

Balto

SEPTEMBER 18, 2023

Balto’s Vision for Customer Support Balto leverages AI to help agents handle complex queries more efficiently and boost agent productivity. It makes agents more productive, supports faster and more accurate decision-making, and handles redundant tasks, freeing up agents to focus on more important tasks that require their full attention.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

Infinity

DECEMBER 11, 2018

How do they feel about your product? Infinity’s Conversation Analytics suite is underpinned by industry leading speech recognition technology, with machine learning capabilities that will evolve to learn the nuances of your brand, products, and individual phone agents. Each conversation you have is packed full of valuable data.

Analytics 45

Analytics Marketing Technology Personalization 45

AWS Machine Learning

NOVEMBER 10, 2023

This is useful in situations like analyzing product reviews. For example, the text “I love this product, it’s amazing!” would be classified by SageMaker Canvas as having a positive sentiment, whereas “This product is horrible, I regret buying it” would be labeled as negative sentiment.

Engineering 92

Engineering Personalization 92

AWS Machine Learning

NOVEMBER 30, 2023

Lexis Nexis Legal & Professional is transforming legal work for lawyers and increasing their productivity with Lexis+ AI conversational search, summarization, and document drafting and analysis capabilities. In early 2024, customers will also be able to redact personally identifiable information (PII) in model responses.

APIs 127

APIs Enterprise Best practices Technology 127

Interactions

JANUARY 7, 2021

Mary McKenna, Senior Director, Product Management. Watch our explainer video to see how voice biometrics work.

Customer Experience 62

Customer Experience Journey mapping Enterprise Customer Care 62

AWS Machine Learning

NOVEMBER 28, 2022

For instance, PennyMac, a financial services firm specializing in the production and servicing of US mortgage loans, uses Amazon Textract Analyze Lending to process a 3,000-page mortgage application in less than 5 minutes. increased staff productivity by cutting internal search times by roughly 50% using Amazon Kendra.

Healthcare 84

Healthcare Analytics Banking Enterprise 84