AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. For Event Source Suffix , enter a suffix (for example, genesys-eb-poc-demo ). Save your configuration. Choose Save.

Chatbots 112

Chatbots APIs Self service Contact Center 112

AWS Machine Learning

SEPTEMBER 19, 2023

Technical challenges with multi-modal data further include the complexity of integrating and modeling different data types, the difficulty of combining data from multiple modalities (text, images, audio, video), and the need for advanced computer science skills and sophisticated analysis tools.

Marketing 118

Marketing APIs Engineering Analytics 118

JivoChat

JANUARY 31, 2023

There is where data analysis comes in, you can use the data your company has, and key performance indicators (KPIs) to indicate what path you should follow. For example, a company is about to launch a new product and the marketing is developing an email marketing campaign for that. Workload: 20.5

Analytics 75

Analytics APIs Big data Scripts 75

AWS Machine Learning

JANUARY 5, 2024

Wipro has used the input filter and join functionality of SageMaker batch transformation API. The response is returned to Lambda and sent back to the application through API Gateway. The drift notification emails will look similar to the examples in Figure 8. It helped enrich the scoring data for better decision making.

Management 127

Management APIs Engineering Government 127

AWS Machine Learning

OCTOBER 11, 2024

In this post, we dive deep into the vector database options available as part of Amazon Bedrock Knowledge Bases and the applicable use cases, and look at working code examples. These models support mapping different data types like text, images, audio, and video into the same vector space to enable multi-modal queries and analysis.

APIs 97

APIs Enterprise Engineering Government 97

Lumoa

FEBRUARY 15, 2021

For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues. Essentially, an integration makes it possible to connect different tools, APIs, or systems to build more value out of your data. What is an Integration?

Customer Experience 94

Customer Experience APIs CRM Feedback 94

AWS Machine Learning

FEBRUARY 29, 2024

The Retrieve and RetrieveAndGenerate APIs allow your applications to directly query the index using a unified and standard syntax without having to learn separate APIs for each different vector database, reducing the need to write custom index queries against your vector store.

APIs 129

APIs Healthcare Scripts Enterprise 129

AWS Machine Learning

NOVEMBER 30, 2023

When ML models deployed on instances receive API calls from a large number of clients, a random distribution of requests can work very well when there is not a lot of variability in your requests and responses. Finally, we present a comparative analysis of latency improvements with LOR over the default routing strategy of random routing.

Engineering 106

Engineering APIs Benchmark Enterprise 106

AWS Machine Learning

AUGUST 13, 2024

Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon available through an API, so you can choose from a wide range of FMs to find the model that is best suited for your use case. Lastly, the Lambda function stores the question list in Amazon S3.

Healthcare 120

Healthcare APIs Consulting Consulting 120

NobelBiz

FEBRUARY 14, 2023

Another approach to achieve a complete customer view is through data analytics. For example, suppose a customer has a history of requesting certain assistance. Enhancing data analysis: Data integration allows contact centers to analyze data from multiple sources, which can provide a complete understanding of the customer.

Contact Center 52

Contact Center CRM Journey mapping Government 52

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe can be used for transcription of customer care calls, multiparty conference calls, and voicemail messages, as well as subtitle generation for recorded and live videos, to name just a few examples. Applications must have valid credentials to sign API requests to AWS services.

Best practices 97

Best practices APIs Transportation Personalization 97

AWS Machine Learning

JUNE 21, 2024

eSentire used instances with CPU for data preprocessing and post-inference analysis and GPU for the actual model (LLM) training. The application’s frontend is accessible through Amazon API Gateway , using both edge and private gateways. Results The following screenshot shows an example of eSentire’s AI Investigator output.

Engineering 115

Engineering Construction APIs Benchmark 115

NobelBiz

NOVEMBER 27, 2023

If you would like to learn more about the benefits of a VOIP solution, we highly recommend another one of our articles called “ Cost Savings of VOIP: A Comprehensive Analysis “ Discover how VOIP is revolutionizing call centers by reducing long-distance charges, minimizing hardware investment, and ensuring predictable monthly expenses.

Call Logging 59

Call Logging voip Contact center software CRM 59

AWS Machine Learning

MAY 25, 2023

We implement the RAG functionality inside an AWS Lambda function with Amazon API Gateway to handle routing all requests to the Lambda. We implement a chatbot application in Streamlit which invokes the function via the API Gateway and the function does a similarity search in the OpenSearch Service index for the embeddings of user question.

APIs 83

APIs Enterprise Accountability Chatbots 83

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. By recognizing your agent heroes as examples to follow, you reinforce their strong performance and encourage them to continue to lead and inspire.

Analytics 40

Analytics Call Center Customer centricity Construction 40

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. By recognizing your agent heroes as examples to follow, you reinforce their strong performance and encourage them to continue to lead and inspire.

Analytics 40

Analytics Call Center Customer centricity Construction 40

JustCall

APRIL 3, 2024

Automation features and open API: An auto dialer offers open APIs so your developers can- – Build automation workflows for call logging, – Build workflows for notes logging – Help with reporting and analytics tasks (i.e., Open API for custom integrations and workflows. Reporting and analytics tools.

Sales 52

Sales CRM Scripts APIs 52

AWS Machine Learning

JULY 29, 2022

This is the second part of a series that showcases the machine learning (ML) lifecycle with a data mesh design pattern for a large enterprise with multiple lines of business (LOBs) and a Center of Excellence (CoE) for analytics and ML. In this post, we address the analytics and ML platform team as a consumer in the data mesh.

Scripts 79

Scripts Analytics Accountability Engineering 79

AWS Machine Learning

JANUARY 30, 2023

A what-if analysis helps you investigate and explain how different scenarios might affect the baseline forecast created by Forecast. For example, water consumption at midnight is much less compared to in the morning. Conducting a what-if analysis for increased demand – Demand for water is rising due to multiple reasons.

APIs 72

APIs Management Enterprise Analytics 72

AWS Machine Learning

DECEMBER 21, 2022

Customers can also access offline store data using a Spark runtime and perform big data processing for ML feature analysis and feature engineering use cases. Apache Iceberg is an open table format for very large analytic datasets. put_record API to ingest individual records or to handle streaming sources.

Scripts 79

Scripts Engineering APIs Big data 79

delighted

DECEMBER 5, 2022

For example, you can set up an Alert that will go to the support team when someone mentions “help,” “support,” or “customer service,” so that a support member can jump on urgent requests quickly. Power up your analysis. A common misconception is that free survey platforms don’t have powerful survey analysis features.

Surveys 92

Surveys Feedback Best practices APIs 92

AWS Machine Learning

JULY 29, 2022

For example, in the financial services industry, you can use AI and ML to solve challenges around fraud detection, credit risk prediction, direct marketing, and many others. Large enterprises sometimes set up a center of excellence (CoE) to tackle the needs of different lines of business (LoBs) with innovative analytics and ML projects.

Government 86

Government Banking Analytics Accountability 86

AWS Machine Learning

FEBRUARY 15, 2024

Industrial companies increasingly look at data analytics and data-driven decision-making to increase resource efficiency across their entire portfolio, from operations to performing predictive maintenance or planning. Due to the velocity of change in IT, customers in traditional industries are facing a dilemma of skillset.

Metrics 109

Metrics Analytics APIs Big data 109

AWS Machine Learning

JULY 25, 2024

Accelerate research and analysis – Instead of manually searching through SharePoint documents, users can use Amazon Q to quickly find relevant information, summaries, and insights to support their research and decision-making. Any additional mappings need to be set in the user store using the user store APIs. Configure permissions.

Scripts 98

Scripts APIs Engineering Enterprise 98

CSM Magazine

JUNE 24, 2021

Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness. The Enterprise CXI add-on for Calabrio Analytics is a good example of using technology to build these connections.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

AWS Machine Learning

SEPTEMBER 1, 2023

These teams are as follows: Advanced analytics team (data lake and data mesh) – Data engineers are responsible for preparing and ingesting data from multiple sources, building ETL (extract, transform, and load) pipelines to curate and catalog the data, and prepare the necessary historical data for the ML use cases.

Engineering 121

Engineering Accountability Construction APIs 121

AWS Machine Learning

FEBRUARY 24, 2023

Amazon Rekognition makes it easy to add image and video analysis into our applications, using proven, highly scalable, deep learning technology. With our high-quality results now stored in OpenSearch Service, we’re able to perform geospatial and temporal search via a REST API, using Amazon API Gateway and Geoserver.

APIs 94

APIs Benchmark Analytics Government 94

Help Scout

MAY 12, 2021

For example: You can look at repeat purchase rate, which measures how many customers come back after their initial purchase (even though it may not be for months or years). You could do the same analysis for people who are NPS promoters: Have they contacted customer service more frequently than your detractors? Know the numbers.

Customer retention 117

Customer retention Finance Analytics Customer effort 117

AWS Machine Learning

AUGUST 15, 2022

For example, in the statement “I recently subscribed to Amazon Prime,” Amazon Prime is the named entity and can be categorized as a brand. This method gives us a CSV file that should contain the plain text and its corresponding entity type, as shown in the preceding example. The following screenshot shows an example of our entity list.

Banking 80

Banking APIs Accountability Analytics 80

AWS Machine Learning

DECEMBER 23, 2022

As organizations incorporate machine learning (ML) and analytics into their applications, using this data can provide insights on how to create more seamless customer experiences. Let’s take an example conversation between a customer and a call center agent. However, the presence of PII information often restricts the use of this data.

APIs 98

APIs Engineering Analytics Call Center 98

AWS Machine Learning

JUNE 8, 2023

However, unlike task-oriented bots, these bots use LLMs for text analysis and content generation. And also, messaging platforms (Facebook, Slack, Twilio SMS) or third-party Contact Centers using Amazon Chime SDK and Genesys Cloud, for example. Generative AI chatbots have gained notoriety for their ability to imitate human intellect.

Chatbots 79

Chatbots APIs Analytics Contact Center 79

Aspect

JULY 15, 2020

For example, employees should be able to work in the office on Tuesday but work from home on Wednesday without any technology barriers. Below are some examples of the new agent UI: . Contact center employe r s need to have the technology tools to make employees fully mobile.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

AWS Machine Learning

JUNE 24, 2022

In a previous post , we talked about analyzing and tagging assets stored in Veeva Vault PromoMats using Amazon AI services and the Veeva Vault Platform’s APIs. For example, you can share Veeva PromoMats marketing assets to Salesforce. In this example, you deploy a preconfigured flow using a CloudFormation template.

APIs 78

APIs Healthcare SaaS Engineering 78

Tethr

JANUARY 18, 2019

For example, Five9 – one of the leading cloud-based call center platforms – provides an open API that enables the sharing of call audio and metadata with Tethr’s leading AI-powered voice analytics platform. As an example, an existing customer may call in to the customer service line to inquire about a better pricing plan.

Enterprise 48

Enterprise Outbound sales Call flow APIs 48

Cisco - Contact Center

JANUARY 27, 2020

For example, our new Voicea integration leverages accurate speech-to-text technology to provide a call transcript and summary to automate the agent’s call wrap-up, saving them time and ensuring no action item goes unaddressed. Cloud-Powering our On-Premises Portfolio. This is evidenced by our latest release 12.5 What’s Next?

Contact Center 89

Contact Center contact center solutions Enterprise Cloud contact 89

AWS Machine Learning

MARCH 13, 2023

With terabytes of data generated by the product, the security analytics team focuses on building machine learning (ML) solutions to surface critical attacks and spotlight emerging threats from noise. We use the SageMaker list-models API to identify if it’s retraining based on the model retraining version number and timestamp.

Engineering 88

Engineering APIs Metrics Management 88

AWS Machine Learning

OCTOBER 29, 2024

These insights are stored in a central repository, unlocking the ability for analytics teams to have a single view of interactions and use the data to formulate better sales and support strategies. With Lambda integration, we can create a web API with an endpoint to the Lambda function.

Engineering 103

Engineering APIs Sales Enterprise 103