Creative Virtual

OCTOBER 9, 2020

They are speaking into their mobile devices to create messages on apps such as WhatsApp or Telegram, asking their search engine for information or giving commands to smart speakers like Amazon Alexa or Google Home. Or – wow, this is amazing – they are using their mobile phone to call your service centre. It’s not complicated.

Interactive Voice Response 59

Interactive Voice Response Customer Service Virtual Agent Transportation 59

AWS Machine Learning

NOVEMBER 16, 2023

With SageMaker MLOps tools, teams can easily train, test, troubleshoot, deploy, and govern ML models at scale to boost productivity of data scientists and ML engineers while maintaining model performance in production. Maintainability – The platform’s architecture and code base should be well organized, modular, and maintainable.

Healthcare 92

Healthcare Government Engineering APIs 92

Babelforce

DECEMBER 9, 2021

Email applications, desktop tools, and streaming services all function through SaaS cloud services. Few (or even zero) developers or computer engineers are required to manage, install and update the software. Simple API integrations allow systems to work together in harmony while speeding up new technology additions.

SaaS 52

SaaS APIs Contact Center CRM 52

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 125

Best practices Government Engineering Accountability 125

NICE inContact

NOVEMBER 6, 2019

Says TruGreen Senior Voice Engineer and Enterprise Architect Chris Scholl: “There’s nothing we can’t do with CXone.”. 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.

APIs 54

APIs Self service Contact Center Cloud contact 54

TMP Direct

APRIL 14, 2021

Instead of using a chatbot for self-service, it can be used to identify the user’s goal when they call, collect some basic information and then transfer to an agent to handle the actual issue. TMP’s chatbot has a knowledge layer, on top of machine learning and a dialogue engine for intelligent responses.

Chatbots 52

Chatbots Engineering APIs Wait times 52

Help Scout

APRIL 27, 2021

.” – Drew Clark, Director of Client Services, Workwell Technologies Illustrated by Davida Fernandez, Global Head of Support for Campaign Monitor. Improve your self-service options. Improving both the quality and accessibility of your self-service content can help reduce incoming support volume and improve customer satisfaction.

Management 118

Management Self service Technical Support APIs 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. The source or destination could be a SaaS application or an AWS service such as Amazon S3, Amazon Redshift , or Lookout for Metrics.

APIs 74

APIs Healthcare SaaS Engineering 74

AWS Machine Learning

DECEMBER 1, 2022

You can use this capability either through SageMaker inference update-endpoint APIs or through the SageMaker console. Self-service shadow testing using the SageMaker Inference APIs – If your deployment workflow already uses create/update/delete-endpoint APIs, you can continue using them to manage Shadow Variants.

APIs 80

APIs Metrics Management Engineering 80

Nicereply

JANUARY 30, 2023

In an ideal world, your self-service support would scale so effectively that you’d never have to hire another support person ever again. It can be overwhelming to sit down and start thinking about all of the things that you need to do to sort out the growth of your support team in the new year.

Metrics 98

Metrics Finance APIs Customer Support 98

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

Creative Virtual

JANUARY 26, 2023

You can’t deliver reliable, accurate self-service tools if you can never be certain what response might be given. These limitations don’t mean you should write off ChatGPT or GPT-3 (and future versions) as completely ineffective in the realm of customer service and employee support. ChatGPT alone cannot replace all of that.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

Solvvy

MARCH 4, 2019

Our proprietary Intent Engine uses natural language processing to understand context behind user questions instead of relying on keywords. Many self-service engines require data to train the algorithm to ensure accuracy. The future of self-service is here. Understanding customer intent. It’s a win-win.

Engineering 48

Engineering Self service APIs Customer Support 48

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Cathal is an engineer who loves applying emerging technology to solve everyday problems.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

NobelBiz

APRIL 23, 2024

Automated reminders, payment notices, and self-service payment options empower debtors to fulfill their obligations at their convenience, fostering a sense of control and cooperation. Seamlessly integrate proprietary or third-party CRM applications with our extensive APIs and data dictionary libraries.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

aircall

JUNE 11, 2021

2015 — An open API (applied programming interface) technology was invented to allow software applications to sync and share data between them. This technology inspired software developers to create new technologies, apps, and services currently being used in call centers worldwide. Telecommunication Now.

voip 62

voip APIs Call Center Telecommunications 62

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. The most common permeation of this is the use of knowledge-based authentication questions.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

Aspect

OCTOBER 12, 2017

Enterprises can build a self- service workflow once, that gets brought to life in the form of “conversations,” or “dialogs,” and deploy it on any channel that can be a conduit for a dialog and has an API. Our platform, Aspect CXP, is powered by a design once, deploy anywhere framework that has been in use for over 10 years.

Chatbots 48

Chatbots Self service APIs Interactive Voice Response 48

Natalie Petouhof

FEBRUARY 5, 2016

Among the latest advancements to the T elligent Community a re the new community management tools and user experience capabilities, workflow enhancements, new content management and moderation functionality, and ongoing API investments, as well as solution availability in a Community as a Service (CaaS) model.

APIs 40

APIs Self service Analytics SaaS 40

JustCall

AUGUST 5, 2022

The AI-powered engine not only gauges the caller’s emotions, sentiments, and intent but also offers actionable insights on how to respond to them. In addition to these self-servicing outlets, JustCall IQ also offers omnichannel customer support over chat, email, and phone. Real-Time Sentiment Analysis. Rich User Interface.

call center software 52

call center software Call Center Enterprise Engineering 52

Xaqt

JANUARY 6, 2020

Contrast this experience with a Cognitive IVR that politely greets the caller and then asks “How may I help you today" and then takes the appropriate self-service action or routes them to the best agent or queue. Cognitive IVRs can even provide personalized service and routing based on customer specific information.

Interactive Voice Response 52

Interactive Voice Response Call Center Engineering Contact Center 52

AWS Machine Learning

JULY 29, 2022

Self-service analytics – To streamline the experience of data users of analytics and ML so they can discover, access, and use data products with their preferred tools. Then we focused on the technical part associated with building data products, self-service analytics, and federated computational governance principles.

Government 79

Government Banking Analytics Accountability 79

Avaya

MAY 31, 2018

This has helped Avaya and its Partners discover new ways of making API integration seamless and easy. These platforms offer a whole range of measurements that feed into the AI engine, enabling the customer service agent to respond to changing sentiments in real time. This partnership follows our 2017 release of Avaya Oceana 3.4

Contact Center 42

Contact Center APIs Analytics Engineering 42

Aria Solutions

NOVEMBER 13, 2018

On top of that, companies are looking for more options to provide their customers with self-service opportunities, either through customer portals or through bots using traditional and modern service channels such as telephony, SMS, or instant messaging apps like Facebook Messenger or WhatsApp.

Engineering 67

Engineering CRM Best practices APIs 67

Help Scout

FEBRUARY 5, 2019

Sometimes your goal is to push a more self-service path so customers can find answers faster. New Beacons now default to Self Service mode. Self Service is definitely the way to go if you’d like to increase your self-service answer rate. New Beacons now default to Self Service mode.

Self service 40

Self service APIs Feedback Engineering 40

AWS Machine Learning

NOVEMBER 1, 2023

Now a part of Reveal’s AI-powered eDiscovery platform, Logikcull is a self-service solution that allows legal professionals to process, review, tag, and produce electronic documents as part of a lawsuit or investigation. This two pass solution was made possible by using the ContainsPiiEntities and DetectPiiEntities APIs.

APIs 90

APIs Engineering Government Telecommunications 90

Quiq

AUGUST 17, 2021

That’s because, when paired with highly-intelligent conversational automation platforms, messaging channels are empowered to deliver instantaneous, always-on self-service experiences that modern consumers prefer. Facebook’s Messenger service was opened up to businesses in 2016 and, since then, it has surged in growth and adoption.

Customer Service 52

Customer Service Customer Support Self service APIs 52

AWS Machine Learning

FEBRUARY 29, 2024

The AI platform team’s key objective is to ensure seamless access to Workbench services and SageMaker Studio for all Deutsche Bahn teams and projects, with a primary focus on data scientists and ML engineers. This process of ordering a SageMaker domain is orchestrated through a separate workflow process (via AWS Step Functions ).

APIs 102

APIs Construction Transportation Analytics 102

Help Scout

JULY 29, 2021

Reviewing which pages are most popular may suggest to your product or engineering teams where customers’ common confusions are, which could help you find ways to resolve those issues at the product level. Finally, there are tons of insights into user behavior and interests that can be gleaned from FAQ content. Below are our 18 favorites.

Self service 142

Self service Education Telecommunications APIs 142

Aria Solutions

NOVEMBER 13, 2018

On top of that, companies are looking for more options to provide their customers with self-service opportunities, either through customer portals or through bots using traditional and modern service channels such as telephony, SMS, or instant messaging apps like Facebook Messenger or WhatsApp. Add Reliability Engineering.

Interactive Voice Response 48

Interactive Voice Response Engineering CRM Best practices 48

Aria Solutions

NOVEMBER 13, 2018

On top of that, companies are looking for more options to provide their customers with self-service opportunities, either through customer portals or through bots using traditional and modern service channels such as telephony, SMS, or instant messaging apps like Facebook Messenger or WhatsApp. Add Reliability Engineering.

Interactive Voice Response 48

Interactive Voice Response Engineering CRM Best practices 48

Enghouse Interactive

JULY 10, 2018

Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. In both cases, providing simple web self-service options is in the best interests of the business and ultimately the members. Members expect simple and convenient support.

Self service 40

Self service CRM Contact Center Analytics 40

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. Then in late May, we announced we were “raising the bar on the self-service customer experience.” Yes, that too.

Enterprise 45

Enterprise APIs Contact Center Engineering 45

CSM Magazine

JANUARY 25, 2022

Intelligent self-service (ISS) experts, 4 Roads, will partner with Contentful, the leading content platform for digital-first businesses, to build bespoke online communities for its clients, which include Olympus, Aston Martin and Hitachi. About 4 Roads. It enables greater speed and scale than traditional CMS solutions. About Verint.

Self service 52

Self service APIs Chatbots Engineering 52

AWS Machine Learning

APRIL 22, 2024

Moreover, exploring alternative avenues, such as using generative AI for improving research and development, enabling customer self-service, optimizing energy usage in buildings or slowing down deforestation , can also provide impactful opportunities for sustainable innovation.

Best practices 115

Best practices Benchmark Transportation Engineering 115

TechSee

JANUARY 12, 2023

Visual AI has dramatically improved everything from end-user self-service containment rates to NPS and first-time-fix rates in the field. Our engineers have designed the VI Mobile SDK to run remarkably quickly, providing near real-time analysis and insights to the end user. The savings and CX impact has been incredible.

APIs 109

APIs Enterprise SaaS Chatbots 109

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 114

Engineering Best practices APIs Government 114