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

NobelBiz

NOVEMBER 6, 2023

It’s like the premium gas you put in a sports car – it makes everything run smoother, faster, and more efficiently. Call Recording and Speech Analytics: These tools record and analyze customer-agent conversations to identify opportunities for improvement in agent training and customer experience.

Call Center 105
Call Center Self Service Contact Center Customer Service 105
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AWS AI services enhanced with FM-powered capabilities

AWS Machine Learning

NOVEMBER 27, 2023

In a contact center, agents spend precious time after each call manually summarizing notes, which can impact their productivity and increase call wait times. For instance, FOX Sports experienced a 400% increase in viewership content starts post-event when applied.

Self Service 89
Self Service Contact Center Analytics Effort Score 89
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