Mon.Feb 19, 2024

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Is LLM-Powered CX Automation Ready for Prime Time?

TechSee

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

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Use Amazon Titan models for image generation, editing, and searching

AWS Machine Learning

Amazon Bedrock provides a broad range of high-performing foundation models from Amazon and other leading AI companies, including Anthropic , AI21 , Meta , Cohere , and Stability AI , and covers a wide range of use cases, including text and image generation, searching, chat, reasoning and acting agents, and more. The new Amazon Titan Image Generator model allows content creators to quickly generate high-quality, realistic images using simple English text prompts.

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Is LLM-Powered CX Automation Ready for Prime Time?

TechSee

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

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Build a contextual chatbot application using Knowledge Bases for Amazon Bedrock

AWS Machine Learning

Modern chatbots can serve as digital agents, providing a new avenue for delivering 24/7 customer service and support across many industries. Their popularity stems from the ability to respond to customer inquiries in real time and handle multiple queries simultaneously in different languages. Chatbots also offer valuable data-driven insights into customer behavior while scaling effortlessly as the user base grows; therefore, they present a cost-effective solution for engaging customers.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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What Do Medical Answering Services Cost? The 2024 Comprehensive Guide

Ambs Call Center

Today’s medical practices are swamped with more calls than ever. Practice managers handle these callers, along with patients and doctors, while trying to ensure patients maintain their satisfaction and safety. This can get overwhelming.

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Donna Fluss talks about Digital Channels

DMG Consulting

Donna Fluss talks about Digital Channels Contact Centers need to meet their customers on the channel of their choice. The post Donna Fluss talks about Digital Channels appeared first on DMG Consulting.

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Time to Leverage the USDA’s Distance Learning and Telemedicine Program

Cisco - Contact Center

Have you heard about the USDA’s Distance Learning and Telemedicine (DLT) program? In 2023 the U.S.

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Cloud Communication Services: The Ultimate in Customization and Control

FluentStream

Aside from the prospect of growth and prosperity, many entrepreneurs start a business because they believe they can offer a product or service that is better, faster, or less expensive. To realize their vision, they assume a position that provides. Read More The post Cloud Communication Services: The Ultimate in Customization and Control appeared first on FluentStream.

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Shifting Customer Engagement Strategies for The Era of Results-Led Growth

Kapta Customer Success

Are you ready for the “Era of Results-Led Growth”? This is a term coined by Greg Daines , CEO of ChurnRx in a recent LinkedIn post. It refers to a shift in business strategy from product-led growth where the best and cheapest product led the market.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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What Do Medical Answering Services Cost? The 2024 Comprehensive Guide

Ambs Call Center

Today’s medical practices are swamped with more calls than ever. Practice managers handle these callers, along with patients and doctors, while trying to ensure patients maintain their satisfaction and safety. This can get overwhelming.

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Unlocking Leadership and Empathy in Customer Experience | AmplifAI

Amplifai Coaching Category

In this exclusive interview, Adrian, VP of Sales at AmplifAI, shares his journey, highlighting the pivotal moments and challenges that have shaped his leadership style. Discover how his commitment to continuous learning and empathy serve as powerful tools for driving change in the customer experience (CX) industry.

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Cloud Communication Services: The Ultimate in Customization and Control

FluentStream

Aside from the prospect of growth and prosperity, many entrepreneurs start a business because they believe they can offer a product or service that is better, faster, or less expensive. To realize their vision, they assume a position that provides. Read More The post Cloud Communication Services: The Ultimate in Customization and Control appeared first on FluentStream.

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What Is a 360 Degree Customer View?

CSM Magazine

With competition fiercer than ever before, the ability to fully understand and cater to customer needs isn’t just ideal, it’s imperative. Enter the concept of a 360 Degree Customer View — a strategy that enables businesses to compile a comprehensive profile of their customers by gathering data from various touchpoints. Understanding the holistic journey of your customer has never been more critical.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Cultivating Employee Satisfaction and Engagement

DMG Consulting

Cultivating Employee Satisfaction and Engagement View this article on the publisher’s website Employee satisfaction/engagement has decreased tremendously in the past few years. Many recent employee job satisfaction studies reflect a growing level of unhappiness among the U.S. workforce. In general, the research shows that the “number of US workers who say they are angry, stressed, and disengaged is climbing, according to Gallup’s 2023 workplace report,” according to a report late last year

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The Economic Impact of Call Center Outsourcing

CSM Magazine

The landscape of global business has been irrevocably altered by the emergence of call center outsourcing, a phenomenon that has reshaped the way companies interact with their customers. Initially driven by the pursuit of cost reductions, this trend has evolved far beyond mere financial considerations. Businesses now recognize the value of accessing a global talent pool, tapping into specialized skills, and providing around-the-clock service to a global customer base.

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Run ML inference on unplanned and spiky traffic using Amazon SageMaker multi-model endpoints

AWS Machine Learning

Amazon SageMaker multi-model endpoints (MMEs) are a fully managed capability of SageMaker inference that allows you to deploy thousands of models on a single endpoint. Previously, MMEs pre-determinedly allocated CPU computing power to models statically regardless the model traffic load, using Multi Model Server (MMS) as its model server. In this post, we discuss a solution in which an MME can dynamically adjust the compute power assigned to each model based on the model’s traffic pattern.

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Enhancing the Fan Experience through Sports Betting Customer Service

CSM Magazine

The popularity of sports betting has risen dramatically over the last five years in the USA. Ever since the Professional and Amateur Sports Protection Act of 1992 was judicially overturned in 2018, every US state were handed the right to develop their own laws on sports betting and gambling. In that time, thirty-eight states and Washington, D.C. have legal sports betting operations.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.