TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution.

Technical Support 124

Technical Support Metrics Technology Customer Service 124

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Self service 124

Self service APIs Upselling Contact Center 124

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution. As such, the journey to Gen AI requires careful planning and implementation.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Entertainment 101

Entertainment Marketing Best practices Technology 101

AWS Machine Learning

MARCH 4, 2024

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. Can you customize the AI technology to meet the specific needs of our business and industry?

Enterprise 109

Enterprise Coaching Chatbots Self service 109

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. Innovation in artificial intelligence (AI) presents an unprecedented opportunity to disrupt this prevailing norm.

Technology 92

Technology Average Handle Time Cloud contact First call resolution 92

Interactions

APRIL 19, 2024

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” incredible transformation strategies, each with a unique perspective based on the group’s combined knowledge and experience. What resulted were seven (yes, seven!) And the Consensus Is….

Customer Experience 62

Customer Experience Multichannel Contact Center Customer centricity 62

AWS Machine Learning

FEBRUARY 6, 2024

To support overarching pharmacovigilance activities, our pharmaceutical customers want to use the power of machine learning (ML) to automate the adverse event detection from various data sources, such as social media feeds, phone calls, emails, and handwritten notes, and trigger appropriate actions.

Healthcare 100

Healthcare Engineering Construction Consulting 100

SmartAction

FEBRUARY 7, 2024

While many dealerships have embraced automated scheduling online, a significant opportunity lies untapped in AI-powered voice scheduling. This specific application of AI technology stands to redefine customer service experiences in auto dealerships.

Wait times 78

Wait times Technology Customer Service Personalization 78

CSM Magazine

MAY 10, 2024

Understanding customer expectations is paramount in the landscape of financial services, where consumer trust and satisfaction are key to retaining clientele and maintaining a competitive edge. In this sector, customer experience ties directly to the perception of the institution’s reliability and expertise.

Banking 52

Banking Customer centricity Feedback Surveys 52

AWS Machine Learning

OCTOBER 30, 2023

Amazon Bedrock is a fully managed service provided by AWS that offers developers access to foundation models (FMs) and the tools to customize them for specific applications. It allows developers to build and scale generative AI applications using FMs through an API, without managing infrastructure.

APIs 127

APIs Big data Accountability Enterprise 127

AWS Machine Learning

DECEMBER 5, 2023

This post is written in collaboration with Balaji Chandrasekaran, Jennifer Cwagenberg and Andrew Sansom and Eiman Ebrahimi from Protopia AI. In their implementation of generative AI technology, enterprises have real concerns about data exposure and ownership of confidential information that may be sent to LLMs.

Enterprise 99

Enterprise Engineering Technology Finance 99

Helpware

JANUARY 30, 2024

What are customers seeking when they contact a CSR? It’s a no-brainer that the secret sauce to success in customer service has one evident and basic element: clear and understandable communication. It's a strategic investment because overall customer satisfaction is at stake.

Contact Center 82

Contact Center Technology Coaching Customer Service 82

AWS Machine Learning

MAY 2, 2024

Personalized customer experiences are essential for engaging today’s users. If you use Amazon Personalize with generative AI, you can also feed the metadata into prompts. For example, Amazon Personalize simplifies training configuration and automatically selects the optimal settings for your custom models behind the scenes.

Personalization 85

Personalization Engineering Accountability Management 85

SmartAction

DECEMBER 8, 2023

This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. However, the center faced challenges that seemed insurmountable – until Alex discovered the magic of conversational AI. Alex watched as their team transformed, becoming more efficient and engaged.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

AWS Machine Learning

FEBRUARY 1, 2024

Data is the foundation to capturing the maximum value from AI technology and solving business problems quickly. To unlock the potential of generative AI technologies, however, there’s a key prerequisite: your data needs to be appropriately prepared. Amazon S3 enables you to store and retrieve any amount of data at any time or place.

Technology 89

Technology Accountability Personalization Management 89

Connect

JANUARY 22, 2024

Download the 2024 contact centre buyer’s guide by Genesys for insight on how Artificial Intelligence (AI) is reshaping businesses, providing growth opportunities and prompting crucial decisions about contact centre deployment strategies. Connect with us: Connect UK , Connect South Africa , Connect India , Connect USA.

Cloud contact 93

Cloud contact Contact Center Marketing Customer Experience 93

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should you lean into automation?

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. The debt collection industry is undergoing a major shift. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

AWS Machine Learning

JANUARY 5, 2024

This post was written in collaboration with Bhajandeep Singh and Ajay Vishwakarma from Wipro’s AWS AI/ML Practice. Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows. Wipro is an AWS Premier Tier Services Partner and Managed Service Provider (MSP).

Management 113

Management APIs Engineering Government 113

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency.

Chatbots 91

Chatbots Customer Service Personalization Feedback 91

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Zappix

APRIL 11, 2024

As consumer expectations continue to rise and technological advancements reshape the way we interact with services, utility companies must adapt to stay ahead of the curve. By leveraging data analytics and AI-driven insights, companies can anticipate customer preferences, anticipate potential issues, and proactively offer relevant solutions.

Self service 52

Self service Chatbots Accountability Analytics 52

Interactions

MARCH 28, 2024

There is a way to balance the need for immediate impact with the pursuit of transformative, slower-burning innovations. Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations.

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

AWS Machine Learning

SEPTEMBER 28, 2023

With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date. With constantly evolving operations, processes, policies, and compliance requirements, it can be extremely difficult for employees and customers to stay up to date.

Enterprise 99

Enterprise Real estate Chatbots Construction 99

CSM Magazine

MARCH 25, 2024

BigChange has developed a handy tool using Artificial Intelligence (AI) to automatically draft emails. The ‘Draft My Email’ feature transforms brief notes into consistently accurate, professional emails. Using AI helps to ensure emails always correct and convey the right message in the right tone.

Finance 52

Finance CRM Enterprise Technology 52

AWS Machine Learning

FEBRUARY 6, 2024

Accenture built a regulatory document authoring solution using automated generative AI that enables researchers and testers to produce CTDs efficiently. By extracting key data from testing reports, the system uses Amazon SageMaker JumpStart and other AWS AI services to generate CTDs in the proper format.

Government 105

Government APIs industry solution Education 105

CSM Magazine

SEPTEMBER 19, 2023

Central to this evolution is the adoption of Artificial Intelligence (AI). AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. AI simplifies this by sifting through datasets, identifying patterns, and providing actionable insights.

B2B 100

B2B Marketing Chatbots Sales 100

AWS Machine Learning

DECEMBER 12, 2023

The launch of ChatGPT and rise in popularity of generative AI have captured the imagination of customers who are curious about how they can use this technology to create new products and services on AWS, such as enterprise chatbots, which are more conversational. We cover the following steps: Deploy SageMaker foundation models.

Chatbots 103

Chatbots Enterprise APIs Best practices 103

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

AWS Machine Learning

SEPTEMBER 20, 2023

As customers accelerate their migrations to the cloud and transform their business, some find themselves in situations where they have to manage IT operations in a multicloud environment. We show how you can build and train an ML model in AWS and deploy the model in another platform.

Scripts 102

Scripts Engineering Accountability Enterprise 102

AWS Machine Learning

OCTOBER 26, 2023

This is a guest post by Jose Benitez, Founder and Director of AI and Mattias Ponchon, Head of Infrastructure at Intuitivo. Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system.

APIs 102

APIs Technology Banking Customer centricity 102

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Reducing friction : Friction happens when customers face obstacles resolving issues.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

24-7 InTouch

NOVEMBER 20, 2023

In the ever-changing world of digital commerce, the adoption of artificial intelligence (AI) and automation technologies are revolutionizing the way businesses interact with their customers by reshaping the shopper experience. Keep reading to explore the transformative role of AI in digital commerce and how it improves CX.

Chatbots 59

Chatbots Customer centricity Personalization Technology 59

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Or is it something else?”

Self service 99

Self service Virtual Agent Chatbots Analytics 99