Vistio

NOVEMBER 18, 2024

Yet, many contact centers are still clinging to their outdated knowledge bases like travelers refusing to give up paper maps in a world of GPS. Traditional knowledge bases are holding your team back. Why Knowledge Bases Fail Agents Agents today need answers in seconds, not minutes. The short answer is no.

Contact Center 52

Contact Center Feedback Best practices Customer Experience 52

CCNG

MARCH 12, 2025

In an age where customer expectations are high, a fast, efficient, and streamlined knowledge management system (not to be confused with a knowledge base) is more important than ever. The days of hunting down answers through clunky, hard-to-navigate knowledge bases are behind us.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

ShepHyken

OCTOBER 28, 2024

With AI tools, employees can easily access customer’s history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. Great customer experiences can lead to loyal customers.

Contact Center 232

Contact Center Brand ambassadors Self service Upselling 232

AWS Machine Learning

NOVEMBER 7, 2024

Amazon Bedrock Agents coordinates interactions between foundation models (FMs), knowledge bases, and user conversations. The agents also automatically call APIs to perform actions and access knowledge bases to provide additional information. The documents are chunked into smaller segments for more effective processing.

APIs 129

APIs Enterprise Automotive Customer Support 129

ShepHyken

FEBRUARY 10, 2025

Think of AI as an employee working on your business and realize that if you don’t train them properly (making sure AI can access your knowledge base, practicing writing clear and correct prompts, etc.), When starting with AI, building a tolerance for failure is important. they will not deliver what you want.

Customer Experience 226

Customer Experience Customer Support Customer Service Technology 226

ShepHyken

MAY 10, 2021

10 Ways Knowledge Base Can Improve Customer Experience by Sony T. Here are 10 ways Knowledge base software can improve customer experience. My Comment: Reading an article about knowledge bases may not seem very exciting, but that doesn’t mean it’s not important.

Customer Service 403

Customer Service Customer Support Surveys Self service 403

AWS Machine Learning

NOVEMBER 20, 2024

One of its key features, Amazon Bedrock Knowledge Bases , allows you to securely connect FMs to your proprietary data using a fully managed RAG capability and supports powerful metadata filtering capabilities. Context recall – Assesses the proportion of relevant information retrieved from the knowledge base.

Construction 117

Construction APIs Metrics Accountability 117

AWS Machine Learning

DECEMBER 4, 2024

When users pose questions through the natural language interface, the chat agent determines whether to query the structured data in Amazon Athena through the Amazon Bedrock IDE function, search the Amazon Bedrock knowledge base, or combine both sources for comprehensive insights.

APIs 106

APIs Sales Surveys Analytics 106

AWS Machine Learning

OCTOBER 31, 2024

The Lambda function interacts with Amazon Bedrock through its runtime APIs, using either the RetrieveAndGenerate API that connects to a knowledge base, or the Converse API to chat directly with an LLM available on Amazon Bedrock. If you don’t have an existing knowledge base, refer to Create an Amazon Bedrock knowledge base.

APIs 123

APIs Scripts Accountability Construction 123

AWS Machine Learning

NOVEMBER 22, 2024

Seamless integration of latest foundation models (FMs), Prompts, Agents, Knowledge Bases, Guardrails, and other AWS services. Flexibility to define the workflow based on your business logic. Knowledge base node : Apply guardrails to responses generated from your knowledge base.

APIs 122

APIs Chatbots Enterprise Customer centricity 122

AWS Machine Learning

OCTOBER 29, 2024

We have built a custom observability solution that Amazon Bedrock users can quickly implement using just a few key building blocks and existing logs using FMs, Amazon Bedrock Knowledge Bases , Amazon Bedrock Guardrails , and Amazon Bedrock Agents.

Best practices 113

Best practices Feedback Metrics APIs 113

ShepHyken

NOVEMBER 14, 2024

A majority (81.2%) require human oversight for AI-generated content, even when using their own managed knowledge bases. As the adoption of generative AI rises, businesses are taking steps to implement these tools responsibly. Additionally, 46.9% of companies disclose AI use to customers, while 61.9%

Chatbots 167

Chatbots Contact Center Self service Customer Experience 167

ShepHyken

OCTOBER 1, 2021

Tools like a knowledge base and chatbot help you provide instant answers to customers and ensure they return to your brand the next time. . But agents get to focus and resolve complex situations as commonly asked questions are taken care of by automated tools like chatbots and knowledge base.

Customer Service 412

Customer Service Chatbots Interactive Voice Response Customer Support 412

AWS Machine Learning

APRIL 3, 2025

Mid-market Account Manager Amazon Q, Amazon Bedrock, and other AWS services underpin this experience, enabling us to use large language models (LLMs) and knowledge bases (KBs) to generate relevant, data-driven content for APs. Its a game-changer for serving my full portfolio of accounts.

Accountability 108

Accountability Sales CRM APIs 108

ShepHyken

MARCH 10, 2023

Finally, you’ll likely need software for building an internal knowledge base for remote agents to turn to when they need answers or directions. Empower customer service agents with knowledge Empowering agents with the right information is key to helping them resolve customer inquiries at the first point of contact.

Customer Service 304

Customer Service Employee engagement Customer Support Management 304

AWS Machine Learning

APRIL 10, 2025

They offer fast inference, support agentic workflows with Amazon Bedrock Knowledge Bases and RAG, and allow fine-tuning for text and multi-modal data. To do so, we create a knowledge base. Complete the following steps: On the Amazon Bedrock console, choose Knowledge Bases in the navigation pane. Choose Next.

APIs 123

APIs Metrics Best practices Construction 123

AWS Machine Learning

FEBRUARY 10, 2025

It aims to boost team efficiency by answering complex technical queries across the machine learning operations (MLOps) lifecycle, drawing from a comprehensive knowledge base that includes environment documentation, AI and data science expertise, and Python code generation.

Chief Customer Officer 106

Chief Customer Officer Banking SaaS Engineering 106

AWS Machine Learning

JANUARY 24, 2025

RAG data store layer The RAG data store is responsible for securely retrieving up-to-date, precise, and user access-controlled knowledge from various first-party and third-party data sources. By default, Amazon Bedrock encrypts all knowledge base-related data using an AWS managed key.

APIs 115

APIs Scripts Best practices Management 115

ShepHyken

JANUARY 18, 2021

Chatbots vs Knowledge Bases: Which One Is Better? My Comment: Chatbots versus knowledge base support. .” These are fundamental concepts for every type of business. by Tracey Ruff. Both are self-service options, but what’s more effective?

Customer Service 337

Customer Service B2B Journey mapping Chatbots 337

AWS Machine Learning

DECEMBER 11, 2024

When Amazon Q Business became generally available in April 2024, we quickly saw an opportunity to simplify our architecture, because the service was designed to meet the needs of our use caseto provide a conversational assistant that could tap into our vast (sales) domain-specific knowledge bases.

Sales 108

Sales Accountability APIs CRM 108

AWS Machine Learning

MARCH 6, 2025

Build sample RAG Documents are segmented into chunks and stored in an Amazon Bedrock Knowledge Bases (Steps 24). The solution consists of the following components: Evaluation dataset The source data for the RAG comes from the Amazon SageMaker FAQ , which represents 170 question-answer pairs.

Metrics 117

Metrics Enterprise APIs Engineering 117

AWS Machine Learning

MARCH 4, 2025

Knowledge base integration Incorporates up-to-date WAFR documentation and cloud best practices using Amazon Bedrock Knowledge Bases , providing accurate and context-aware evaluations. These documents form the foundation of the RAG architecture. Metadata filtering is used to improve retrieval accuracy.

Best practices 117

Best practices Enterprise Engineering Strategic Value 117

AWS Machine Learning

MARCH 11, 2025

One of the most critical applications for LLMs today is Retrieval Augmented Generation (RAG), which enables AI models to ground responses in enterprise knowledge bases such as PDFs, internal documents, and structured data. These five webpages act as a knowledge base (source data) to limit the RAG models response.

Benchmark 110

Benchmark APIs Enterprise Scripts 110

ShepHyken

JULY 26, 2022

If you can take historical data, such as questions customers have asked in the past and issues they have called about, then you can build a knowledge base around this data that agents can use to help customers. Human-centered AI is all about connecting and getting the customer to an agent in the right channel at the right time.

Real estate 373

Real estate Self service Customer Service Technology 373

AWS Machine Learning

FEBRUARY 7, 2025

The serverless architecture provides scalability and responsiveness, and secure storage houses the studios vast asset library and knowledge base. RAG implementation Our RAG setup uses Amazon Bedrock connectors to integrate with Confluence and Salesforce, tapping into our existing knowledge bases.

Entertainment 83

Entertainment APIs Technology Feedback 83

ShepHyken

MARCH 6, 2023

Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

Feedback 328

Feedback Customer centricity Contact Center Surveys 328

AWS Machine Learning

DECEMBER 3, 2024

The architecture is divided into two main components: the agent architecture and knowledge base architecture. This NoSQL database is optimized for rapid access, making sure the knowledge base remains responsive and searchable. Knowledge base architecture The following diagram illustrates the knowledge base architecture.

Sales 108

Sales APIs Engineering Analytics 108

AWS Machine Learning

JANUARY 21, 2025

Chat-based assistants have become an invaluable tool for providing automated customer service and support. Amazon Bedrock Knowledge Bases provides the capability of amassing data sources into a repository of information. In this post, we demonstrate how to integrate Amazon Lex with Amazon Bedrock Knowledge Bases and ServiceNow.

Self service 85

Self service Best practices Accountability Government 85

AWS Machine Learning

JANUARY 14, 2025

Fully local RAG For the deployment of a large language model (LLM) in a RAG use case on an Outposts rack, the LLM will be self-hosted on a G4dn instance and knowledge bases will be created on the Outpost rack, using either Amazon Elastic Block Storage (Amazon EBS) or Amazon S3 on Outposts.

APIs 106

APIs Chatbots Enterprise Healthcare 106

AWS Machine Learning

MARCH 18, 2025

This transcription then serves as the input for a powerful LLM, which draws upon its vast knowledge base to provide personalized, context-aware responses tailored to your specific situation. These data sources provide contextual information and serve as a knowledge base for the LLM.

Healthcare 113

Healthcare Analytics Consulting Consulting 113

AWS Machine Learning

NOVEMBER 15, 2024

With RAG, you can provide the context to the model and tell the model to only reply based on the provided context, which leads to fewer hallucinations. With Amazon Bedrock Knowledge Bases , you can implement the RAG workflow from ingestion to retrieval and prompt augmentation.

APIs 111

APIs Government Best practices Metrics 111

AWS Machine Learning

FEBRUARY 18, 2025

The transformed logs were stored in a separate S3 bucket, while another EventBridge schedule fed these transformed logs into Amazon Bedrock Knowledge Bases , an end-to-end managed Retrieval Augmented Generation (RAG) workflow capability, allowing the chat assistant to query them efficiently.

APIs 70

APIs Engineering Metrics Big data 70

Global Response

MARCH 24, 2025

In this article, well explore what a call center knowledge management system (KMS) is and how it can bridge the gaps between your agents, information storage, and customer service. Read on for a blueprint for building and maintaining a successful knowledge base Key takeaways Why? What is a knowledge management system?

Call Center 62

Call Center Management Abandon rate outsourcing 62

AWS Machine Learning

FEBRUARY 6, 2025

Measures Assistant maintains a local knowledge base about AEP Measures from scientific experts at Aetion and incorporates this information into its responses as guardrails. Dynamic Questions and answers are dynamically selected from a local knowledge base based on semantic proximity to the user question.

Healthcare 78

Healthcare APIs Analytics Transportation 78

Callminer

NOVEMBER 9, 2020

“Knowledge-based authentication (KBA) is a security measure that identifies end users by asking them to answer specific security questions in order to provide accurate authorization for online or digital activities. ” – Knowledge-Based Authentication (KBA) , Techopedia; Twitter: @techopedia.

Call Center 345

Call Center Banking Contact Center Accountability 345

TechSee

FEBRUARY 10, 2025

Tapping Into Tribal Knowledge No AI thrives in a vacuum. Decades of human expertise often sit in FAQs, service transcripts, knowledge bases, and in the memories of veteran reps. When customers feel seen and appreciated, lifetime value improves and churn plummits.

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124