CCNG

JULY 22, 2021

AI-assisted bots are reshaping customer digital engagements - and chatbots are leading the way. But customers today expect more than just a new interactive FAQ. Understand - Bots should have the ability to gather data in new ways, to understand the customer better – often before the live interaction even begins. Assemble a team.

CCNG 195

CCNG Chatbots Contact Center Self service 195

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI in Customer Service will reduce customer wait times and improve overall efficiency.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

CSM Magazine

APRIL 18, 2024

The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. With traditional customer service methods, human agents can only handle a limited number of interactions at once.

Chatbots 52

Chatbots Feedback Wait times Customer Service 52

AWS Machine Learning

MARCH 27, 2024

Amazon Titan lmage Generator G1 is a cutting-edge text-to-image model, available via Amazon Bedrock , that is able to understand prompts describing multiple objects in various contexts and captures these relevant details in the images it generates. Finally, we show you how to test and deploy your fine-tuned model with Provisioned Throughput.

APIs 88

APIs Accountability Engineering Entertainment 88

AWS Machine Learning

NOVEMBER 28, 2023

Artificial intelligence (AI) is a rapidly evolving field with the potential to improve and transform many aspects of society. In 2023, the pace of adoption of AI technologies has accelerated further with the development of powerful foundation models (FMs) and a resulting advancement in generative AI capabilities.

industry standards 111

industry standards Engineering Enterprise Government 111

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution. As such, the journey to Gen AI requires careful planning and implementation.

Virtual Agent 74

Virtual Agent Chatbots Average Handle Time Engineering 74

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. With the advent of generative AI (GenAI) and large language models (LLMs), we are in an era of exponential change. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Win the Customer

DECEMBER 23, 2023

In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Human Oversight Integrate human oversight into AI systems.

Customer Experience 69

Customer Experience Education Feedback Technology 69

AWS Machine Learning

DECEMBER 12, 2023

The launch of ChatGPT and rise in popularity of generative AI have captured the imagination of customers who are curious about how they can use this technology to create new products and services on AWS, such as enterprise chatbots, which are more conversational. We cover the following steps: Deploy SageMaker foundation models.

Chatbots 102

Chatbots Enterprise APIs Best practices 102

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 77

Technology Customer Experience APIs Consulting 77

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 101

APIs Engineering Accountability Construction 101

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. Remember that LLMs are generalists.

Best practices 109

Best practices Customer centricity Chatbots Education 109

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Inbenta

MARCH 13, 2023

The Generative AI platform’s meteoric rise is understandable – a new and transformative AI tool capable of fixing code, responding to questions, writing emails and articles, and everything in between, is now widely available to the public. What benefits can Generative AI bring to customer experience more broadly?

Chatbots 111

Chatbots Accountability Enterprise Marketing 111

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

AWS Machine Learning

SEPTEMBER 1, 2023

Nowadays, the majority of our customers is excited about large language models (LLMs) and thinking how generative AI could transform their business. However, bringing such solutions and models to the business-as-usual operations is not an easy task. Our approach applies to both open-source and proprietary models equally.

Engineering 105

Engineering Accountability Construction APIs 105

AWS Machine Learning

NOVEMBER 29, 2023

With this integration, SageMaker Canvas provides customers with an end-to-end no-code workspace to prepare data, build and use ML and foundations models to accelerate time from data to business insights. In this post, we walk you through the process to prepare data for end-to-end model building in SageMaker Canvas.

Engineering 104

Engineering Big data Customer centricity Education 104

AWS Machine Learning

NOVEMBER 6, 2023

We are excited to announce that Amazon SageMaker JumpStart can now stream large language model (LLM) inference responses. Token streaming allows you to see the model response output as it is being generated instead of waiting for LLMs to finish the response generation before it is made available for you to use or display.

Construction 98

Construction APIs Engineering Accountability 98

AWS Machine Learning

APRIL 19, 2024

Solution training is fundamental to maintain the effectiveness of a model and make sure recommendations align with users’ evolving behaviors and preferences. As data patterns and trends change over time, retraining the solution with the latest relevant data enables the model to learn and adapt, enhancing its predictive accuracy.

Personalization 98

Personalization Engineering Management Marketing 98

AWS Machine Learning

FEBRUARY 29, 2024

Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more. txt) Markdown (.md) Choose Next.

APIs 115

APIs Healthcare Scripts Enterprise 115

AWS Machine Learning

NOVEMBER 30, 2023

Amazon SageMaker makes it straightforward to deploy machine learning (ML) models for real-time inference and offers a broad selection of ML instances spanning CPUs and accelerators such as AWS Inferentia. But in systems with generative AI workloads, requests and responses can be extremely variable.

Engineering 90

Engineering APIs Benchmark Enterprise 90

AWS Machine Learning

MARCH 11, 2024

VistaPrint , a Cimpress business, is the design and marketing partner to millions of small businesses around the world. Amazon Personalize uses data about users, items, and interactions , and this data is ingested from Amazon Simple Storage Service (Amazon S3) in CSV format.

Personalization 96

Personalization Engineering APIs Advertising 96

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software.

Feedback 83

Feedback Banking Chatbots Automotive 83

AWS Machine Learning

OCTOBER 31, 2023

Schneider Electric is deploying large language models for their capabilities in answering questions in various knowledge specific domains, the date the model has been trained is limiting its knowledge. Flan-T5 model In that project we used Flan-T5-XXL model from the Flan-T5 family of models.

Healthcare 103

Healthcare APIs Engineering Accountability 103

AWS Machine Learning

NOVEMBER 7, 2023

Large language models (LLMs) with their broad knowledge, can generate human-like text on almost any topic. Without continued learning, these models remain oblivious to new data and trends that emerge after their initial training. The model then skillfully integrates this outside information into its generated text.

Enterprise 96

Enterprise APIs Engineering Accountability 96

AWS Machine Learning

OCTOBER 6, 2023

Large language models (LLMs) are revolutionizing fields like search engines, natural language processing (NLP), healthcare, robotics, and code generation. One such component is a feature store, a tool that stores, shares, and manages features for machine learning (ML) models.

Personalization 113

Personalization Engineering Construction Transportation 113

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. New Generative AI features Using the LLM, QnABot now has two new important features, which we discuss in this section.

Self service 105

Self service APIs Transportation Contact Center 105

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. With Amazon Lex bots, you can use conversational AI capabilities to enable these capabilities within your call center. Solution overview The following diagram illustrates the solution architecture.

Chatbots 96

Chatbots APIs Self service Contact Center 96

AWS Machine Learning

APRIL 18, 2024

It uses Amazon Transcribe for speech to text, Knowledge Bases for Amazon Bedrock for contextual queries against your company’s documents and knowledge sources, and Amazon Bedrock models for customizable transcription insights and summaries. Everything you need is provided as open source in our GitHub repo.

APIs 95

APIs Accountability Analytics Entertainment 95

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

AWS Machine Learning

MARCH 30, 2023

In this post, we introduce a new interactive tool called Snapper, powered by a machine learning (ML) model that reduces the effort required of annotators. Overview of Snapper Snapper is an interactive and intelligent system that automatically “snaps” object annotations to image-based objects in real time.

Engineering 84

Engineering Metrics Benchmark Advertising 84

AWS Machine Learning

APRIL 4, 2024

Amazon Personalize offers a variety of recommendation recipes (algorithms), such as the User Personalization and Trending Now recipes, which are particularly suitable for training news recommender models. Amazon Personalize has a fixed number of interactions and items dataset features that can be used to train a model.

Personalization 82

Personalization APIs Engineering Metrics 82

The Northridge Group

MAY 2, 2023

Will, and How, This New Technology Model Help Contact Centers? Open AI has developed what is known as open domain bots that can understand nearly any question related to the subject matter of their design – in this case conversations. It was created using AI techniques called transfer and generative learning.

Contact Center 67

Contact Center B2C Chatbots B2B 67

BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Expivia

FEBRUARY 15, 2024

This release is not just an update; it’s a leap into the future of AI-driven customer service. Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

CSM Magazine

MARCH 20, 2024

As machine customers differ profoundly from their human counterparts in how they make decisions and interact, businesses face the challenge of understanding and orchestrating customer experiences that cater to these automated entities.

Transportation 52

Transportation APIs Automotive Entertainment 52

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. How Do Businesses Benefit From Chatbots?

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94