article thumbnail

Live Meeting Assistant with Amazon Transcribe, Amazon Bedrock, and Knowledge Bases for Amazon Bedrock

AWS Machine Learning

In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock. Context-aware meeting assistant – It uses Knowledge Bases for Amazon Bedrock to provide answers from your trusted sources, using the live transcript as context for fact-checking and follow-up questions.

article thumbnail

AI & CS: Innovate or stagnate

Totango

Inconsistent post-call follow-up : According to a recent Deloitte report, one-third (35%) of a CSM’s time is spent driving follow-ups and pulling materials post-customer meetings. Reduce support tickets A quarter (25%) of support cases are opened for topics already addressed in the support site and/or knowledge base.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Raise Your Profile! How to Turn Contact Centre Sceptics Into Fans

CSM Magazine

According to a 2020 Call Centre Helper report , 23.9% even reported that they’re considered to be “a nuisance”. Make internal knowledge easily available – move away from “knowledge management” and towards “knowledge sharing”. A further 10.2% After all, they’ll also be looking for improvement ideas. .

article thumbnail

Inbound vs. Outbound Call Centers – How Do They Work?

NobelBiz

Call Queue Management Effective call queue management minimizes wait times and ensures that customers are attended to promptly, reducing frustration and enhancing the overall customer experience.

article thumbnail

10 Best Customer Service Software of 2020

SurveySparrow

Blended Call Centre. Call Recording. Call Scripting. Well, the most reliable attributes of Zendesk remains ticket raising and auto-fill forms that help resolve issues during a call and knowledge base that helps customers use the solution efficiently. Call Logging. Call Recording.

article thumbnail

Three Ways To Improve Customer Experience During Inbound Calls

CSM Magazine

You use existing data, previous conversations, social media, surveys, trend reports, and analytical tools to your advantage. Trend reports show that women within this age group are more likely to have children. Social media interactions might show that your target customers prefer live calls to robots. Be Mindful Of Hold Times.

article thumbnail

Intelligent Automation in Call Centers: A Paradigm Shift in Customer Service Excellence

NobelBiz

CCW reports that 91% of companies report their agents must access multiple screens during an interaction. Email Routing Automation: Automatically categorizes and routes incoming emails to the appropriate agents based on predefined rules. Accenture predicts that AI is expected to boost productivity by 25% in the U.S.