DMG Consulting

MAY 2, 2024

Leveling Up Bots Intelligent self-service applications are based on several AI technologies, including machine learning, advanced speech technologies (e.g., natural language processing (NLP), natural language understanding (NLU), and natural language generation (NLG)), deep neural networks, and predictive analytics.

Self service 59

Self service Virtual Agent Contact Center CRM 59

AWS Machine Learning

AUGUST 30, 2023

This includes automatically generating accurate answers from existing company documents and knowledge bases, and making their self-service chatbots more conversational. These new features make QnABot more conversational and provide the ability to dynamically generate responses based on a knowledge base.

Self service 98

Self service APIs Transportation Contact Center 98

Spearline

JULY 21, 2022

Consequently, no other testing solution can provide the range and depth of testing metrics and analytics. And testingRTC offers multiple ways to export these metrics, from direct collection from webhooks, to downloading results in CSV format using the REST API. Happy days! You can check framerate information for video here too.

Scripts 98

Scripts APIs Metrics Analytics 98

AWS Machine Learning

JUNE 6, 2024

In this post, we walk through how to discover and deploy the jina-embeddings-v2 model as part of a Retrieval Augmented Generation (RAG)-based question answering system in SageMaker JumpStart. What is RAG? It’s a cost-effective approach to improving LLM output so it remains relevant, accurate, and useful in various contexts.

Benchmark 85

Benchmark Enterprise Construction APIs 85

AWS Machine Learning

NOVEMBER 27, 2023

Preparing a prompt After we create a knowledge base out of our PDF, we can test it by searching the knowledge base for a few sample queries. Let’s invoke the Amazon OpenSearch API to search relevant documents for the generated vector embeddings. Add a custom transform with Python (PySpark).

Engineering 71

Engineering APIs Big data Accountability 71

CSM Magazine

APRIL 26, 2024

One efficient method involves automating data collection through the use of APIs (Application Programming Interfaces) or connections with systems, like Human Resource Information Systems (HRIS) or Customer Relationship Management (CRM) software. This eliminates data entry and decreases the likelihood of errors.

APIs 52

APIs Analytics Metrics Education 52

Xaqt

FEBRUARY 4, 2020

The Next Level in Customer Self Service If you're reading this, you likely already have a customer support portal on your website with a knowledge base, such as Zendesk Guide. If you have a Zendesk Guide Knowledge Base today, then you know how it can be a powerful tool for customers to find the information they're looking for.

Interactive Voice Response 52

Interactive Voice Response APIs Technical Support Self service 52

AWS Machine Learning

MAY 25, 2023

Chunking of knowledge base documents. We implement the RAG functionality inside an AWS Lambda function with Amazon API Gateway to handle routing all requests to the Lambda. The Streamlit application invokes the API Gateway endpoint REST API. The API Gateway invokes the Lambda function.

APIs 76

APIs Enterprise Accountability Chatbots 76

ProProfs Blog

JUNE 26, 2020

Application Program Interface (API). Application Programming Interface (API) is a combination of various protocols, tools, and codes. The function of the API enables apps to communicate with each other. READ MORE ABOUT CUSTOMER SERVICE KPIs > Knowledge Base. Agent Performance Report. Exporting Transcripts.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Outsource Consultants

OCTOBER 4, 2021

By combining best-in-class tools, APIs, and workflows, all to empower highly skilled agents, strategic partners can elevate customer satisfaction over the long term. 4) Machine Learning/AI Analytics. Algorithmic purchasing data that make product or service suggestions based on previous behavior and likely preferences.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

JustCall

APRIL 5, 2023

Organizations need to embrace the CSM approach to build a trustworthy relationship with customers and track their performance using customer relationship management analytics. However, less than one-third of companies offer self-service options such as a knowledge base. Traditional customer support models will not cut it.

Management 52

Management CRM Analytics Customer retention 52

AWS Machine Learning

SEPTEMBER 19, 2023

The multi-modal agent resides in a SageMaker notebook and coordinates these tools based on English prompts from business users in a Streamlit UI. Large language models – The large language models (LLMs) are available via Amazon Bedrock, SageMaker JumpStart, or an API. Data exploration on stock data is done using Athena.

Marketing 97

Marketing APIs Engineering Analytics 97

Xaqt

JANUARY 6, 2020

Knowledge Base and Troubleshooting Before evaluating whether or not a Cognitive IVR or Conversational AI can benefit your organization, its critical to have a grasp on the nature of your existing call types and why customers are calling you today. These transcripts serve as the foundation for true Customer Experience Analytics.

Interactive Voice Response 52

Interactive Voice Response Call Center Engineering Contact Center 52

Inbenta

JUNE 21, 2022

Creating a proficient knowledge base that delivers useful support content takes time and money. In order to unlock the potential of powerful knowledge management tools , it is essential to ensure that this content is findable online. Best practices for SEO Knowledge Management. Leverage your support content.

Engineering 52

Engineering APIs Best practices Management 52

JivoChat

JULY 14, 2021

By combining a knowledge base with how-to tutorials, and answers to frequently asked questions, organizations can automate the handling of many customer queries. Knowledge bases : a knowledge base is a specialized static area of your site that provides how-to guides and answers to frequently asked questions.

Self service 52

Self service Chatbots B2B Customer centricity 52

Help Scout

MAY 12, 2021

Develop analytical reading skills. Effective customer service teams can read analytically, uncovering information beyond the surface level. Learn more in Why Analytical Reading Is a Must-Have Skill. It may mean longer conversations upfront, but it will lead to a better long-term customer experience. Educate while answering.

Customer retention 115

Customer retention Finance Analytics Customer effort 115

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group. But ChatGPT can do much more than just reply.

Contact Center 67

Contact Center B2C Chatbots B2B 67

AWS Machine Learning

AUGUST 14, 2023

An application using the RAG approach retrieves information most relevant to the user’s request from the enterprise knowledge base or content, bundles it as context along with the user’s request as a prompt, and then sends it to the LLM to get a response.

Enterprise 68

Enterprise Scripts Best practices Analytics 68

AWS Machine Learning

DECEMBER 6, 2023

To create AI assistants that are capable of having discussions grounded in specialized enterprise knowledge, we need to connect these powerful but generic LLMs to internal knowledge bases of documents. This is especially true for questions that require analytical reasoning across multiple documents.

Analytics 97

Analytics APIs Engineering Construction 97

Hodusoft

FEBRUARY 22, 2022

Through its communication platform offering APIs and SDKs for SMS / MMS, Programmable Voice, and SIP Trunking, the company aims to serve the US customers with a mix of communication solutions through pay-as-you-go/subscription-based model, growth, and scale plans. . HoduCC – Call Center Software. HoduPBX – IP PBX Software.

Marketing 52

Marketing Real estate Call Center call center solutions 52

Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) Optimize your Knowledge Base to ensure it supports a wide range of types of “Augmented Conversations” across all possible issues. Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Vcaretec

APRIL 10, 2023

This includes providing access to your knowledge base, product manuals, and training materials. Some CSaaS providers offer pre-built integrations with popular platforms, while others offer APIs or custom integration services. Select an integration method: Select an integration method that best meets your needs.

outsourcing 52

outsourcing Customer Service Self service Customer Support 52

JustCall

AUGUST 5, 2022

JustCall: Post-Call Survey Analytics. You can even access analytics and reports that capture the agent’s performance against these parameters. Informative Knowledge Hub. On one corner we have JustCall IQ with the following visuals: JustCall: Home Page. JustCall IQ: Dashboard. JustCall IQ: Transcription. JustCall: Mobile App.

call center software 52

call center software Call Center Enterprise Engineering 52

AWS Machine Learning

MAY 9, 2024

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across over 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

Engineering 110

Engineering Customer Support APIs Government 110

CSM Magazine

OCTOBER 10, 2023

You’ll want to look at the payment gateways, APIs, and integration options they offer to see if they can be tailored to your requirements. You’ll also want access to detailed analytics and reporting to get insights into transactions, customer patterns, and sales trends.

APIs 59

APIs Healthcare Banking Sales 59

AWS Machine Learning

MARCH 13, 2024

The Amazon Transcribe StartTranscriptionJob API is invoked with Toxicity Detection enabled. If the toxicity analysis returns a toxicity score exceeding a certain threshold (for example, 50%), we can use Knowledge Bases for Amazon Bedrock to evaluate the message against customized policies using LLMs.

APIs 103

APIs Engineering Advertising Management 103

Talkdesk

AUGUST 30, 2017

Beyond the traditional contact center, Talkdesk Academy and the Talkdesk Knowledge Base make self service a breeze. Talkdesk users in any role can find resources there to enhance their knowledge of our product and find out about new features. can be completed in just clicks through our simple menus. No custom coding is needed.

Contact center software 40

Contact center software Contact Center APIs Accountability 40

Enghouse Interactive

JULY 10, 2018

Knowledge based and FAQ’s are not a one and done. For Partner Colorado, Enghouse’s use of open APIs allows integration with the in-house CRM. Use journey analytics to drive better experiences. What are journey analytics? One thing that might be worse than no information is bad information. Use images and Videos.

Self service 40

Self service CRM Contact Center Analytics 40

CSM Magazine

FEBRUARY 2, 2022

The smart analytics suite will provide an integrated bird-eye view of geography, acquisition, and customer engagement for your emails. 100+ pre-built apps integrations, flexible APIs, and free-developer workspace. The link review feature updates any broken link before sending an email to subscribers. Best for in-house training.

Chatbots 52

Chatbots Sales Enterprise Marketing 52

AWS Machine Learning

MAY 14, 2024

The entire conversation in this use case, starting with generative AI and then bringing in human agents who take over, is logged so that the interaction can be used as part of the knowledge base. We built the RAG solution as detailed in the following GitHub repo and used SageMaker documentation as the knowledge base.

Chatbots 86

Chatbots Feedback Engineering Entertainment 86

aircall

APRIL 7, 2021

Measure results of customer interactions with dashboard analytics. Is there a knowledge base on their website? This is because a cloud-based phone system uses an open API technology that brings all your software applications into one convenient, central location. . Personalize customer service. For Human Resources.

Sales 62

Sales Wireless Marketing voip 62

Netomi

SEPTEMBER 20, 2021

Knowledge-base integration. Analytics and real-time reporting. The AI responds to a range of employee questions by surfacing knowledge base content. Knowledge Base Management. Reporting/Analytics. Integrates with Zendesk Guide knowledge base. Analytics & Reporting.

Chatbots 126

Chatbots APIs Surveys Analytics 126

SmartKarrot

APRIL 13, 2020

This is achieved with the assistance of third-party APIs. Hence, APIs are ubiquitously used for most SaaS businesses. Believing in the value of remarkable customer service, HelpScout provides an email-based customer support platform with a knowledge base tool, and an embeddable search/contact widget for customer service professionals.

SaaS 19

SaaS Engineering APIs Analytics 19

JustCall

JANUARY 23, 2024

Compliance and Security Does it adhere to WhatsApp’s Business API guidelines? Can it connect with third-party APIs for added functionality? Its WhatsApp Business API allows you to stay connected with customers. Users can also build a knowledge base and promote self-service among customers.

Management 52

Management APIs CRM Chatbots 52

AWS Machine Learning

JANUARY 6, 2023

The absence of relevancy or mapping from a streaming company’s catalog to large knowledge bases of movies and shows can result in a sub-par search experience for customers that query OOC content, thereby lowering the interaction time with the platform. Copy the API Gateway URL that the AWS CDK script prints out and save it. (We

Entertainment 83

Entertainment APIs Scripts Analytics 83

AWS Machine Learning

MARCH 14, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon via a single API, along with a broad set of capabilities you need to build generative AI applications with security, privacy, and responsible AI.

Engineering 96

Engineering APIs Technology Finance 96

Nicereply

JANUARY 18, 2023

Why you should use help desk software Help desk software typically comes with a set of helpful features (like ticket automation, SLA management, analytics and reporting, self-service capabilities, etc.) that make things easier for both – support agents and customers. Early-stage startups can get Zendesk free for 6 months.

Self service 52

Self service Analytics Enterprise APIs 52