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Top 5 Customer Service & CX Articles for Week of April 29, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Years ago, the term “Big Data” became popular. I came up with the concept of “Micro Data,” which is about very personalized information about a smaller set of customers. Loyalty and self-service round out the four.

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Guest Post: Maximize Productivity with a Customer Experience Management Platform

ShepHyken

Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. . Research shows that 86% of agents feel they don’t have the resources or the authority to deal with customers effectively, which hurts productivity and service quality. Automates repetitive CX operations .

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Improve LLM performance with human and AI feedback on Amazon SageMaker for Amazon Engineering

AWS Machine Learning

The Amazon EU Design and Construction (Amazon D&C) team is the engineering team designing and constructing Amazon warehouses. The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback. of overall responses) can be addressed by user education and prompt engineering.

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Build a contextual text and image search engine for product recommendations using Amazon Bedrock and Amazon OpenSearch Serverless

AWS Machine Learning

Search engines and recommendation systems powered by generative AI can improve the product search experience exponentially by understanding natural language queries and returning more accurate results. Amazon OpenSearch Service now supports the cosine similarity metric for k-NN indexes. Review and prepare the dataset.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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Meet Sophie AI: The Future of Service

TechSee

These are the keys to unlocking mainstream adoption of Generative AI for service and CX. AI that can interact naturally with users has the potential to augment and automate every service interaction across every channel. Meet Sophie AI Sophie’s MultiSensory AI fuses data, text (LLMs), audio, speech and visual AI.

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A secure approach to generative AI with AWS

AWS Machine Learning

They’re often used with highly sensitive business data, like personal data, compliance data, operational data, and financial information, to optimize the model’s output. The biggest concern we hear from customers as they explore the advantages of generative AI is how to protect their highly sensitive data and investments.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.