TechSee

SEPTEMBER 21, 2023

Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. Sophie’s Hub and Spoke Design The Sophie AI Brain Sophie AI is a centralized, multisensory brain that powers multiple service applications across the enterprise.

Engineering 109

Engineering Enterprise Chatbots Self service 109

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. Next, you set up OAuth2 credentials in Genesys Cloud for authorizing the API call to get the final transcript.

Chatbots 88

Chatbots APIs Self service Contact Center 88

AWS Machine Learning

APRIL 22, 2024

It provides examples of use cases and best practices for using generative AI’s potential to accelerate sustainability and ESG initiatives, as well as insights into the main operational challenges of generative AI for sustainability. Throughout this lifecycle, implementing AWS Well-Architected Framework best practices is recommended.

Best practices 105

Best practices Benchmark Transportation Engineering 105

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 44

Self service Virtual Agent Best practices Contact Center 44

NobelBiz

APRIL 2, 2024

Everything you need to know Advanced IVR Systems Interactive Voice Response (IVR) systems streamline inbound call routing by offering self-service options and directing callers to the appropriate agents or departments based on their needs. CRM Connectors and API Integrations : Updating CRM client profiles in real-time just got easier.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

Cincom

MAY 8, 2024

Integration with Existing Systems: APIs facilitate data sharing between CPQ and other core platforms like CRM, ERP, accounting, e-commerce, and more. Configurable rules encode compliance requirements and best practices to guide users and skip unnecessary steps.

Enterprise 52

Enterprise Sales CRM Engineering 52

Outsource Consultants

OCTOBER 4, 2021

Strategic partners are superior because they can deliver sophisticated customer service quickly, but also develop strategies and best practices to evolve with your brand. 3) Growth of Self-Service Adoption. Self-service is customer service too. Get started. 4) Machine Learning/AI Analytics.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Best practices 116

Best practices Government Engineering Accountability 116

AWS Machine Learning

FEBRUARY 6, 2024

The workflow includes the following steps: A QnABot administrator can configure the questions using the Content Designer UI delivered by Amazon API Gateway and Amazon Simple Storage Service (Amazon S3). The Content Designer Lambda function saves the input in OpenSearch Service in a question’s bank index. Choose Create function.

Chatbots 97

Chatbots APIs Self service Banking 97

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

Babelforce

APRIL 28, 2020

Today, we’re going to look at thought-provoking statistics in 6 areas of service. In this post: Best practice for contact center service Outbound service and sales IVR and hold time Self-service Contact center management Customer loyalty. Best practice for contact center service.

Contact Center 52

Contact Center Interactive Voice Response Self service Best practices 52

Babelforce

APRIL 28, 2020

Today, we’re going to look at thought-provoking statistics in 6 areas of service. In this post: Best practice for contact center service Outbound service and sales IVR and hold time Self-service Contact center management Customer loyalty. Best practice for contact center service.

Contact Center 52

Contact Center Interactive Voice Response Self service Best practices 52

COPC

OCTOBER 26, 2023

Related A Foundation for Exceptional Digital Self-Service Design Learn proven guidelines for the successful design and performance of IVR systems, chatbots and other self-service models of customer care. But it’s much more than enlisting engineers to call LLM APIs.

Technology 76

Technology Customer Experience APIs Consulting 76

ConvergeOne

DECEMBER 7, 2021

The underlying technologies of composability include some combination of artificial intelligence (AI), machine learning, automation, container-based architecture, big data, analytics, low-code and no-code development, Agile/DevOps deployment, cloud delivery, and applications with open APIs (microservices).

APIs 90

APIs Big data Analytics Engineering 90

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Expivia

AUGUST 18, 2021

Most omnichannel contact center platforms have integration capabilities (either with built-in processes or APIs). 7 Omnichannel Contact Center Best Practices. Setting up an omnichannel contact center is the best way to ensure that you’re providing world-class customer service. Monitoring the Right KPIs.

Contact Center 98

Contact Center Multichannel Best practices Interactive Voice Response 98

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

pindrop

JULY 6, 2021

Passive authentication methods also help increase self-service options in the IVR. Keep things simple with API integration whenever possible. Pindrop’s APIs are straightforward – the footprint is small, they’re effortless to use. CALLER AUTHENTICATION BEST PRACTICES.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

NobelBiz

APRIL 16, 2024

RELATED RESOURCE Customer Experience Automation – Benefits and Best Practices How to Create an Effective Omnichannel Customer Engagement Strategy Building a successful omnichannel customer engagement strategy requires careful planning and execution. All enabled by NobelBiz leading contact center technology.

Contact Center 52

Contact Center CRM Call Center Best practices 52

AWS Machine Learning

NOVEMBER 22, 2023

Hear best practices for using unstructured (video, image, PDF), semi-structured (Parquet), and table-formatted (Iceberg) data for training, fine-tuning, checkpointing, and prompt engineering. In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock. Reserve your seat now!

Engineering 103

Engineering Best practices APIs Government 103

NICE inContact

NOVEMBER 6, 2019

Intelligent IVR routing from TruGreen’s 4,500 inbound phone numbers—and using NICE inContact APIs to pull in its own data—enables the company to provide personalized, localized customer service. With CXone, TruGreen has streamlined its customers’ ability to make payments, both agent-assisted and self-service.

APIs 54

APIs Contact Center Self service Cloud contact 54

UJET

SEPTEMBER 15, 2020

So here are the three best practices we’ve identified in our work with some of the world’s most tech-forward, enterprise brands: 1. In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ).

Customer Experience 78

Customer Experience CRM Contact Center Enterprise 78

Eptica

AUGUST 1, 2018

Through its open API it can also link to other customer-facing systems, such as CRM, ensuring agents always have the latest, most up to date information. Categorie(s): Product Best Practice Optimizing CX with Eptica Keeping agents engaged is crucial to the customer experience. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

SmartAction

JUNE 9, 2023

Integration with Third-Party Services : To provide enhanced functionality, conversational AI systems often integrate with external services and APIs. Expansion of Self-Service Empowering users through self-service capabilities with AI, allows them to find information, solve problems, and accomplish tasks independently.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

Balto

SEPTEMBER 18, 2023

AI solutions like advanced IVR (Interactive Voice Response) systems and AI chatbots are also capable of encouraging customers to use self-service solutions for recurring queries while routing customers to live agents for complex queries that require the intervention of human agents.

Interactive Voice Response 52

Interactive Voice Response Scripts Contact Center Coaching 52

Cincom

MAY 8, 2024

Integrate with Other Software Seamlessly Cincom CPQ software integrates seamlessly both ways with the platforms businesses rely on through APIs and web services. Self-service portals extend CPQ capabilities to customers directly, providing configuration access without sales team involvement.

Engineering 52

Engineering CRM Sales Enterprise 52

NICE inContact

JANUARY 24, 2018

IBM Watson, first brought to attention when it played Jeopardy against human champions, announced the Watson API in 2013 to allow other software developers to use Watson AI. SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP).

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

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. and most recently (at presstime) GPT-4. But ChatGPT can do much more than just reply.

Contact Center 67

Contact Center B2C Chatbots B2B 67

CustomerSuccessBox

FEBRUARY 28, 2022

Best practices: Consumption vs subscription. Best Practices: It has its NRR retained at $2B ARR. For the cloud-scale applications, Datadog monitors the servers, tools, databases, and services, with a data analytics platform that is SaaS-based. Best Practices: 1000 customers of all pay $100k +.

SaaS 52

SaaS Best practices Enterprise Customer retention 52

UJET

SEPTEMBER 15, 2020

So here are the three best practices we’ve identified in our work with some of the world’s most tech-forward, enterprise brands: 1. In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ).

Customer Experience 56

Customer Experience CRM Contact Center Enterprise 56

NICE inContact

MARCH 27, 2018

As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service. Today, AI in the self-service space (e.g., voice or chat).

Contact Center 54

Contact Center Benchmark Self service APIs 54

NICE inContact

SEPTEMBER 25, 2019

While there might be various possible use cases for AI in contact centers the most popular ones are around agent-facing bots that help in automating mundane agent activities and the customer facing AI chatbots and conversational AI bots that help drive self-service. Don’t miss some architectural considerations.

Contact Center 54

Contact Center APIs Chatbots Self service 54

Kayako

MARCH 21, 2018

These videos covered core and advance product features, internal procedures, and customer service best practices that one could watch and learn at their own pace. These can be product or system-related topics that internal members need to know about, or best practices to help them become contributors to the company’s success.

Customer Service 56

Customer Service APIs Best practices Feedback 56

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

JivoChat

APRIL 23, 2023

This also helps with the brand’s image, because it shows the company is concerned about providing great customer service. Conversion Opportunities When someone sends a message through a chatbot, the software can work as a self-service. Or you can connect to another platform via our API. JivoChat Partners: Dahi.ai

Chatbots 75

Chatbots B2C Self service Banking 75

aircall

MAY 12, 2021

Digital tools are remote-friendly , so consider hiring the best talent from a different geographical area and put them to work in a virtual environment. . Explore your options for a quality cloud-based phone system vendor that leverages an open API technology. Leverage the benefits of a knowledge base for self-service and FAQs.

Best practices 62

Best practices Entertainment Technology APIs 62