AWS Machine Learning

APRIL 3, 2024

Search engines and recommendation systems powered by generative AI can improve the product search experience exponentially by understanding natural language queries and returning more accurate results. Amazon OpenSearch Service now supports the cosine similarity metric for k-NN indexes.

Engineering 101

Engineering Accountability Education Metrics 101

Vistio

APRIL 22, 2024

With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless. However, the rush to incorporate AI into customer-facing roles has led to some high-profile mishaps.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

TeamSupport

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Providing good customer service fosters trust and loyalty among clients.

Customer Support 52

Customer Support Technology Analytics Feedback 52

AWS Machine Learning

APRIL 16, 2024

Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. Reusability – You can reuse CloudFormation templates across multiple environments, such as development, staging, and production.

Management 85

Management Construction APIs Chatbots 85

VirtualPBX

APRIL 10, 2024

Last week we announced the newest product to our lineup The VirtualPBX Contact Center. Within these centers, dedicated customer service representatives work diligently to address customer inquiries. Within these centers, dedicated customer service representatives work diligently to address customer inquiries.

Contact Center 59

Contact Center Wait times CRM Healthcare 59

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

AWS Machine Learning

DECEMBER 18, 2023

The growth of large language models (LLMs), with hundreds of billions of parameters, has unlocked new generative AI use cases to improve customer experiences, boost employee productivity, and so much more. International standards foster global cooperation in developing and implementing responsible AI solutions.

Government 127

Government Engineering Analytics Technology 127

AWS Machine Learning

DECEMBER 19, 2023

However, putting an ML model into production at scale is challenging and requires a set of best practices. However, putting an ML model into production at scale is challenging and requires a set of best practices. Machine learning operations (MLOps) applies DevOps principles to ML systems.

Analytics 104

Analytics Engineering Government Best practices 104

COPC

MARCH 11, 2024

Notably, individuals with a job satisfaction rate of 89% are inclined to remain, whereas those expressing dissatisfaction, marked at 22% , are more prone to seek employment elsewhere Hiring Questions Leaders Should Ask The foundation of employee retention is precisely defining the role and giving an accurate job description.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

NobelBiz

APRIL 8, 2024

It is with great pride that we announce that NobelBiz OMNI+ has been honored with the prestigious 2024 CUSTOMER Product of the Year Award, presented by TMC. This accolade is a testament to our relentless pursuit of excellence and our unwavering commitment to innovating the customer service technology landscape.

industry standards 52

industry standards Contact Center CRM Call Center 52

AWS Machine Learning

NOVEMBER 9, 2023

Building out a machine learning operations (MLOps) platform in the rapidly evolving landscape of artificial intelligence (AI) and machine learning (ML) for organizations is essential for seamlessly bridging the gap between data science experimentation and deployment while meeting the requirements around model performance, security, and compliance.

Scripts 100

Scripts Accountability Engineering Best practices 100

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Optimization helps reduce unnecessary expenses while maintaining service quality. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 84

Customer Service Chatbots Analytics Big data 84

Connect

DECEMBER 11, 2023

While the rapid development of generative AI platforms will certainly eliminate the need for agents to perform numerous customer service tasks, rather than displace them, this advanced technology will emerge as their saviour and benefit operators in the long run. By Martin Cross , Chief Strategy Officer at Connect. Shifting the status quo.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

TeamSupport

APRIL 12, 2024

From the production of everyday goods to the development of new technology, precision and efficiency are a top priority. Self-service support gives customers the ability to control their experience at their pace, while building a sense of confidence in the brand. And in 2023, that number increased to an average of 800 per month.”

Self service 52

Self service Customer Support Technology Metrics 52

Nicereply

JANUARY 17, 2024

Handling customer complaints effectively is not merely customer service; it’s the foundation of building lasting customer relationships and fostering brand loyalty. Beyond retaining customers, resolving complaints plays a significant role in business growth. Why solve customer complaints? Satisfied customers become advocates.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

AWS Machine Learning

FEBRUARY 29, 2024

Amazon OpenSearch Service is a fully managed service that makes it straightforward to deploy, scale, and operate OpenSearch in the AWS Cloud. Based on the use case you want to address, such as product recommendations, you select a pre-built recipe that is optimized for that goal.

Personalization 90

Personalization Accountability Entertainment Construction 90

AWS Machine Learning

FEBRUARY 6, 2024

Accenture built a regulatory document authoring solution using automated generative AI that enables researchers and testers to produce CTDs efficiently. By extracting key data from testing reports, the system uses Amazon SageMaker JumpStart and other AWS AI services to generate CTDs in the proper format.

Government 102

Government APIs industry solution Education 102

AWS Machine Learning

JANUARY 26, 2024

Understanding and addressing LLM vulnerabilities, threats, and risks during the design and architecture phases helps teams focus on maximizing the economic and productivity benefits generative AI can bring. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 123

Best practices Government Engineering Accountability 123

AWS Machine Learning

APRIL 8, 2024

Unlocking accurate and insightful answers from vast amounts of text is an exciting capability enabled by large language models (LLMs). When building LLM applications, it is often necessary to connect and query external data sources to provide relevant context to the model.

APIs 100

APIs Engineering Accountability Construction 100

AWS Machine Learning

DECEMBER 13, 2023

To deliver value, they must integrate into existing production systems and infrastructure, which necessitates considering the entire ML lifecycle during design and development. Machine learning (ML) models do not operate in isolation. Building a robust MLOps pipeline demands cross-functional collaboration.

Construction 101

Construction Accountability Engineering Personalization 101

AWS Machine Learning

DECEMBER 1, 2023

One of the challenges is setting up authentication and fine-grained permissions for users based on their roles and activities. You can assign existing roles or create new ones based on their typical ML activities. Another challenge is the effort required to set up and manage the networking configurations.

Enterprise 95

Enterprise APIs Accountability Government 95

Interactions

MARCH 28, 2024

94% of consumers say they expect better customer service than they currently receive. 94% of consumers say they expect better customer service than they currently receive. Not only are consumers frustrated with the quality of support, but they’d rather get a cavity filled than deal with customer service.

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. This is a joint blog with AWS and Philips.

Healthcare 89

Healthcare Government Engineering APIs 89

AWS Machine Learning

MARCH 22, 2024

The AI Content Generator powered by Amazon Bedrock is an app available on the Contentful Marketplace that allows users to create, rewrite, summarize, and translate content using cutting-edge generative artificial intelligence (AI) models available and accessible through Amazon Bedrock in a simple and secure manner.

Engineering 88

Engineering Consulting Consulting Enterprise 88

CSM Magazine

MARCH 26, 2024

A friendly, knowledgeable agent who knows how to use contact center solutions leaves a lasting positive impression, while a negative experience can tarnish the brand image. For example, a customer calls a call center because they are experiencing difficulties with a product they purchased.

Contact Center 52

Contact Center contact center solutions Call Center Feedback 52

Vistio

MARCH 18, 2024

Inadequate knowledge of products and services: Without a comprehensive understanding of the company’s offerings, agents may feel unsure about providing accurate information and solutions to customers. So, how do we cultivate this confidence? What are these effective training techniques for agent retention?

call center workforce 52

call center workforce Call Center Construction Best practices 52

AWS Machine Learning

APRIL 11, 2024

AWS was the first Cloud Service Provider (CSP) to offer NVIDIA GPUs in the public cloud, and remains among the first to deploy NVIDIA’s latest technologies. NVIDIA is known for its cutting-edge accelerators and full-stack solutions that contribute to advancements in AI.

Entertainment 98

Entertainment Marketing Best practices Technology 98

AWS Machine Learning

AUGUST 15, 2022

Amazon SageMaker JumpStart solutions are a feature within Amazon SageMaker Studio that allow a simple-click experience to set up your own machine learning (ML) workflows. When you launch a solution, various of AWS resources are set up in your account to demonstrate how the business problem can be solved using the pre-built architecture.

Accountability 69

Accountability Engineering Feedback Management 69

AWS Machine Learning

MARCH 12, 2024

Solution overview AWS Clean Rooms can help you and your partners effortlessly and securely collaborate on and analyze your collective datasets—without copying each other’s underlying data. Common methods for sharing data, such as using pixels and SFTP transfers, can carry risk because they involve moving sensitive customer information.

Advertising 99

Advertising Accountability APIs Best practices 99

CSM Magazine

APRIL 9, 2024

In this seismic shift, technology plays the central role, effectively bridging the gap between home offices and clients. Call Tracking Software – The Eyes and Ears of Remote Support Call tracking software serves as the eyes and ears of customer service.

Customer Support 64

Customer Support Analytics Quality management Management 64

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. That’s equal to 9% of global GDP.

Morale 78

Morale Gamification Contact Center Quality management 78

Nicereply

FEBRUARY 2, 2024

The more customers experience success with your product, the more they’ll use it and recommend it to others. By implementing effective customer success initiatives, you can help customers gain maximum value from your product, thus increasing customer happiness. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

AWS Machine Learning

APRIL 22, 2024

To solve this pain point, we can use Lightweight Directory Access Protocol (LDAP) and LDAP over TLS/SSL (LDAPS) to integrate with a directory service such as AWS Directory Service for Microsoft Active Directory. With the directory service, you can centrally maintain users and groups, and their permissions.

Scripts 75

Scripts Engineering Management Benchmark 75

Vistio

FEBRUARY 16, 2024

The rapid and continuous evolution of technology and communication channels has placed increased demands on businesses to ensure their contact center agents are capable of providing exceptional customer service. This is where the power of ServiceSim’s AI-enabled simulated customer training comes into play.

Contact Center 52

Contact Center Technology Customer Service Customer Support 52

Inbenta

SEPTEMBER 30, 2023

Inbenta adds new Chief Marketing Officer, Head of Experience, and Head of Product DALLAS, September 27, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced the appointment of David Barnhardt to Head of Experience, Janice Diner to Chief Marketing Officer, and Robin Dindayal to Head of Product.

Banking 52

Banking B2B Enterprise SaaS 52

Nicereply

NOVEMBER 13, 2023

Customer service teams are the superheroes of the business world. When you have a question about a product you bought online, or if something isn’t working as it should, who can you turn to for help? The customer service team, of course! Let’s start by understanding the role better… What is customer service?

Customer Service 59

Customer Service Technical Support Upselling Personalization 59