Thu.Jun 29, 2023

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AI in Customer Service: Chatbots and ChatGPT are just the Start

TechSee

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.

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Interactively fine-tune Falcon-40B and other LLMs on Amazon SageMaker Studio notebooks using QLoRA

AWS Machine Learning

Fine-tuning large language models (LLMs) allows you to adjust open-source foundational models to achieve improved performance on your domain-specific tasks. In this post, we discuss the advantages of using Amazon SageMaker notebooks to fine-tune state-of-the-art open-source models. We utilize Hugging Face’s parameter-efficient fine-tuning (PEFT) library and quantization techniques through bitsandbytes to support interactive fine-tuning of extremely large models using a single notebook instance.

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How Customer Expectations Are Related To Customer Satisfaction

TeamSupport

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. When they do, businesses can use that momentum to enhance customer satisfaction, build stronger customer relationships, and drive business success.

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Webex first collaboration suite with EU Cloud Code of Conduct Level 3 adherence

Cisco - Contact Center

Cisco is proud to announce that Webex by Cisco (Webex) – comprising Webex Meetings, Webex Messaging, and Webex Calling – is the first collaboration and conferencing solution to achieve Level 3 adh… Read more on Cisco Blogs

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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The Power of Real-Time Feedback to Drive Business Success

C3Centricity

In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices.

More Trending

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Hybrid Work: Where Sustainability and Employee Experience Meet

Cisco - Contact Center

For a long time, sustainable business practices were considered a zero-sum game. A company could do its part to help the environment, but only at a significant cost to the business.

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3 Digital Tools to Help Managers Build a Positive Remote Contact Center Environment

SharpenCX

Remote work is here to stay, and that means contact centers are adapting to the opportunities and challenges presented by this new way of working. Some of those opportunities include more flexibility and well-being for agents. And that’s important because happy agents are 3.3x more likely to feel empowered to resolve customer issues. The challenges, though?

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Navigating the Future: Insights for Developers on Observability and Cloud Native Security

Cisco - Contact Center

Catch up on hot topics and ideas from the DevNet Zone at Cisco Live 2023 in Las Vegas Estimated read time: 8 minutes The DevNet Zone at Cisco Live 2023 in Las Vegas was the place to gain hands-on… Read more on Cisco Blogs

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Key Stages in Cloud Contact Center Migration

Cyara

Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many benefits. Those that don’t, might not. According to CX Today , the CCaaS (Contact Center as a Service) space will grow to $19.8 billion by 2031, putting it on a 16.8% annual growth rate.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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5 Tricks to Overcome The Most Common (And Costly) Customer Care Challenges

LiveVox

As an experienced customer care manager, you’ve encountered your fair share of customer care challenges, from frustrated customers to confusing customer journeys. With a strategic approach and the right tools in place, it’s possible to turn these challenges into opportunities for growth. In this article, we share 5 tricks that have helped customer care experts […] The post 5 Tricks to Overcome The Most Common (And Costly) Customer Care Challenges appeared first on LiveVox.

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Cisco Secure Analytics Emerges as a Strong Performer in Forrester NAV Wave

Cisco - Contact Center

Great news! Cisco Secure Analytics has emerged as a Strong Performer in The Forrester Wave : Network Analysis And Visibility, Q2 2023.

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Agent Engagement: A Comprehensive Guide

SQM Group

Engaged agents are involved, motivated, committed to their work, and care about resolving customer interactions and retaining customers.

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Master Experience Leadership Now

ClearAction

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Harnessing the Power of CX Technology and Human Interaction in Customer Service

Interactions

It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction. This hybrid approach combines the efficiency and convenience of AI-driven solutions with the empathy and understanding that human agents provide.

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How Outbound Call Center Services Elevate Customer Retention?

OctopusTech

In the highly advanced and competitive world, it can be difficult for a company to retain a user for an extended period. Most organizations generally use these different tactics such as outbound call center services for customer retention in the long run and to enhance the entire sales process. The total number of outbound call center services has grown quickly in the last few years and these are usually highly demanded by companies these days.

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Recommend and dynamically filter items based on user context in Amazon Personalize

AWS Machine Learning

Organizations are continuously investing time and effort in developing intelligent recommendation solutions to serve customized and relevant content to their users. The goals can be many: transform the user experience, generate meaningful interaction, and drive content consumption. Some of these solutions use common machine learning (ML) models built on historical interaction patterns, user demographic attributes, product similarities, and group behavior.

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Become Enterprise-Ready with AI

Upstream Works

This blog explores two ways AI can help contact centers become more enterprise-ready.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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WiserOwl Joined 300+ Contact Center Professionals at NECCF Expo

WiserOwl Blog

WiserOwl joined 300+ contact center professionals and vendors at the 21st NECCF Conference and Expo. The New England Contact Center Forum (NECCF) at Gillette Stadium turned out to be a phenomenal experience. The friendly, buzzing atmosphere and the chance to meet so many passionate professionals was truly energizing.

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JustCall Launches Monday.com Integration to Enhance Agent Productivity

JustCall

We’re thrilled to share that JustCall has launched an integration with Monday.com to improve agent performance and productivity. Our partnership with Monday.com ensures a seamless and effortless experience for users in sales and support teams. Monday.com users are in for a pleasant experience, owing to its integration with JustCall. With this integration, users will be able to access numerous JustCall features and capabilities directly from their Monday.com account.

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WiserOwl Joined 300+ Contact Center Professionals at NECCF Expo

WiserOwl Blog

WiserOwl joined 300+ contact center professionals and vendors at the 21st NECCF Conference and Expo. The New England Contact Center Forum (NECCF) at Gillette Stadium turned out to be a phenomenal experience. The friendly, buzzing atmosphere and the chance to meet so many passionate professionals was truly energizing. It was impressive to see the breadth […] The post WiserOwl Joined 300+ Contact Center Professionals at NECCF Expo appeared first on WiserOwl.

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Confronting Crisis, El Paso Helps

Cisco - Contact Center

At Cisco, we are committed to powering an inclusive future for all. One of the best ways Cisco can impact citizens globally is by partnering with innovative and prominent communities worldwide.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Belgium’s Memo Group Selects Sabio Group for Twilio Flex Implementation

CSM Magazine

Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution. The collaboration will see Memo Group leverage Sabio’s extensive CX technology expertise and consultancy services to ensure seamless integration and ongoing maintenance of its Twilio Flex solution.

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What Flight Delays Teach about Customer Recovery

The Petrova Experience

One of the things we enjoy most about customer experience design for the aviation industry is tackling its unique complexities. And there are many complexities! With more than 4.17 million Americans planning to fly for the Fourth of July holiday, and weather events predicted throughout the country, familiar customer complaints are on the horizon for our aviation industry colleagues.