AWS Machine Learning

FEBRUARY 29, 2024

Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models. In this post, we demonstrate how to build a RAG workflow using Knowledge Bases for Amazon Bedrock for a drug discovery use case.

Knowledge Base 113

Knowledge Base Study Healthcare Travel 113

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Comm100

APRIL 22, 2024

Chatbots can manage multiple interactions simultaneously, offering instant responses to customers 24/7, which drastically reduces wait times and improves customer satisfaction. Strategies such as adopting lean principles and applying time management techniques ensure that agents handle customer interactions efficiently and effectively.

How To 130

How To Chatbots Omni-Channel Social Media 130

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 188

Government Communication Self Service Chatbots 188

AWS Machine Learning

APRIL 9, 2024

With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). In the following sections, we explain how you can use these features with either the AWS Management Console or SDK. Select the knowledge base you created.

Knowledge Base 115

Knowledge Base Financial Examples Comparison 115

Uniphore

JUNE 16, 2021

Your Knowledge Base is Hurting Your Agents. Agents are forced to consume extensive repositories of knowledge in extremely short periods of time and try their best to retain relevant insights for just the right customer interaction. .”) Call Center Life: Buried Alive in Knowledge. Read on to learn why. ”) The result?

Contact Center 204

Contact Center Training Call Center How To 204

Uniphore

JUNE 10, 2021

We polled attendees of our Knowledge Management Vs. Knowledge Automation webinar on how they viewed agent onboarding. We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” Make Legacy Tech Work Smarter. 25% Lack of self-service options.

Call Center 246

Call Center Self Service Contact Center Case Study 246

CSM Magazine

APRIL 17, 2024

Assess Skills and Knowledge Managing customer service teams can be compared to managing a sports team, and teams with skill diversity are key to developing a well-rounded customer service organization. Tier Your Teams It’s critical to tier your team’s structure based on knowledge, skill and experience.

Customer Service 59

Customer Service Sports Banking Analytics 59

eGain Blogs

FEBRUARY 29, 2024

Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024! And customer service is one of the sweet spots for Gen AI and KM innovation.

CRM 72

CRM Innovation Customer Engagement Report 72

West Monroe

APRIL 17, 2024

West Monroe found that a strong culture that emphasizes collaboration, learning, talent retention, and managed risk-taking is key to successful transformation. Recruitment in the manufacturing industry Manufacturers need to better understand the ideal attributes (e.g., Many also do so during employee onboarding. Where are the biggest gaps?

Leadership 59

Leadership Culture Competitive Advantage Study 59

TechSee

MARCH 11, 2024

Phase 1: Factual Answers In this phase, a Conversational AI provider can ingest your knowledge and provide a conversational interface for users based on this knowledge. Phase 1: Factual Answers In this phase, a Conversational AI provider can ingest your knowledge and provide a conversational interface for users based on this knowledge.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

AWS Machine Learning

APRIL 18, 2024

In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock. When you’re done, you’ll wonder how you ever managed without it! Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up.

Knowledge Base 93

Knowledge Base Meeting Resources Analytics 93

AWS Machine Learning

MARCH 1, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With a knowledge base, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG).

Knowledge Base 109

Knowledge Base Chatbots Policies Government 109

CSM Magazine

APRIL 23, 2024

It typically offers functionalities such as document management, employee directories, collaborative workspaces, and news updates. Additionally, intranets contribute to increased productivity by optimizing processes like employee orientation, knowledge sharing, and project coordination.

Social Media 52

Social Media Innovation Communication Resources 52

Kustomer

JANUARY 8, 2024

Zendesk ’s Most Popular Features Ticketing System Multi-Channel Support Self-Service Knowledge Base Chat, Messaging and Phone Support Analytics and Dashboards Automation, Workflows and Macros Customization and Integrations CRM 1. It helps you manage the tickets and keep things streamlined.

Self Service 97

Self Service Multi-Channel Omni-Channel Knowledge Base 97

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. But by shifting how you manage your team, these issues can be easily resolved. She writes about how companies can adopt a remote workforce and enhance customer service delivery.

Tips 117

Tips Customer Service Company Knowledge Base 117

Clarivate

APRIL 3, 2024

Facilitating knowledge transfer As the baby boom generation exits the workforce, how will organizations transfer their knowledge to younger colleagues? Technology plays an important role in transferring institutional knowledge, capturing information that otherwise would walk out the door when people retire.

Technology 59

Technology Strategy Analytics Government 59

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Table of Contents What is Call Center Optimization?

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

AWS Machine Learning

OCTOBER 31, 2023

This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. Schneider Electric is a leader in digital transformation of energy management and industrial automation.

System 101

System Healthcare Analytics Examples 101

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.

Knowledge Base 105

Knowledge Base Leadership eBook System 105

CSM Magazine

FEBRUARY 27, 2024

To succeed in this landscape, companies must have a knowledge management system that allows them to gather, analyse and utilise information effectively. A key tool for achieving this is an integrated knowledge platform. A unified knowledge platform ensures that decision-makers can access the insights easily.

Innovation 52

Innovation Social Media Trends Industry 52

Magellan Solutions

APRIL 11, 2024

As your Shopify business grows, managing all those customer inquiries and technical issues can quickly become a headache, especially if you’re trying to handle everything in-house. Personalized Assistance From Experts Well-trained agents typically provide Shopify telephone support and have extensive knowledge of the Shopify platform.

e-support 95

e-support Net Promoter Score Training Policies 95

COPC

JANUARY 15, 2024

The first 90 days set the tone for the new hire’s relationship with the company, manager, and team.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee. Onboarding is a “danger zone” for attrition.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

COPC

JUNE 9, 2023

By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc.

Industry 114

Industry Customer Experience Analytics Training 114

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. Although enterprise knowledge bases have, over time, improved the customer experience, they can still be cumbersome and difficult to use.

Knowledge Base 96

Knowledge Base Chatbots Self Service System 96

CSM Magazine

APRIL 16, 2024

Knowledgeable Staff: Support agents should be well-trained, equipped with the nuances of the casino’s operations, and able to provide accurate solutions swiftly. Superior customer service ensures that the user experience is exceptional. It is one of the most important things that keeps players connected and engaged with the platform.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

AWS Machine Learning

APRIL 8, 2024

RAG allows models to tap into vast knowledge bases and deliver human-like dialogue for applications like chatbots and enterprise search assistants. RAG allows models to tap into vast knowledge bases and deliver human-like dialogue for applications like chatbots and enterprise search assistants.

Knowledge Base 100

Knowledge Base Tools Data Training 100

ImprintCX Articles

MARCH 5, 2024

Picture a scenario where customers are well-versed in your cost structures and negotiate from a position of knowledge. The traditional salesperson role is to navigate the sales process from the manufacturer’s perspective, leveraging knowledge and pricing arbitrage. This is the new reality, and for many, it can be a daunting prospect.

Self Service 52

Self Service Sales Social Media Travel 52

COPC

MARCH 11, 2024

Do new hires find training effective, equipping them with the knowledge and skills to excel beyond the hiring phase? Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. See here for more information on how to do this. See Figure 2. How do we know?

Call Center 98

Call Center Gamification Contact Center Training 98

SurveySparrow

APRIL 21, 2024

Large businesses looking to manage tasks and projects Project and work management Starts at $20 per seat/month Not Available Available MailChimp 4.3 Large businesses looking to manage tasks and projects Project and work management Starts at $20 per seat/month Not Available Available MailChimp 4.3

Tools 52

Tools Ecommerce Survey Analysis 52

AWS Machine Learning

MARCH 28, 2024

The model provided even better performance when tested for Bloomberg’s internal financial tasks by a wide margin—as much as 60 points better (out of 100). As shown in the example, the BloombergGPT model provided correct answers while other non-domain-specific models struggled: Input: CEO of Assicurazioni Generali? the SEC assigned identifier).

Financial 96

Financial Training Metrics Analysis 96

Helpt

APRIL 8, 2024

Alongside HelptTech and HelptFul, HelptNow is set to transform the way businesses support their end-users, ensuring access to immediate assistance backed by deep technical knowledge and empathy. HelptFul: The Ultimate T1 Helpdesk Solution HelptFul offers a robust, comprehensive, and scalable solution for managing Tier-1 support.

Customer Satisfaction 52

Customer Satisfaction System Management Connections 52

Beyond Philosophy

FEBRUARY 10, 2022

To learn more about that situation, we hosted the ACSI’s managing director David VanAmburg in a recent podcast.) Building a Knowledge Pyramid. To help organizations interpret their data, Stuart often drives the message of what he calls the “Knowledge Pyramid.” The same is true for customer data.

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166

eGain Blogs

FEBRUARY 13, 2024

Generative AI has reignited interest in knowledge management (KM). Gen AI helps KM Gen AI accelerates each step of the KM lifecycle on a modern knowledge platform. Discover: Identifying likely questions is the first, often-ignored, step to an effective knowledge base.

Customer Service 40

Customer Service Knowledge Base Government Consumers 40

ClearAction

APRIL 16, 2024

However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. This gives managers low confidence that their attention to your data will be productive. For example, you’ll find “How knowledgeable was X?” Use those phrases.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62