InMoment XI

JUNE 7, 2025

Procedural escalations When agents encounter unclear or inflexible policies, such as refund guidelines, service limits, or contractual terms, they may need to involve a higher authority to make a decision. Re-evaluate your policies to see if anything prevents agents from confidently resolving issues on their own.

Contact Center 195

Contact Center Self Service Average Handle Time Call Center 195

AWS Machine Learning

APRIL 1, 2025

Through logic-based algorithms and mathematical validation, Automated Reasoning checks validate LLM outputs against domain knowledge encoded in the Automated Reasoning policy to help prevent factual inaccuracies. This makes sure that business rules and policies are accurately captured and maintained by those who understand them best.

Policies 123

Policies Guidelines e-support System 123

InMoment XI

JUNE 16, 2025

Use those insights to adjust policies, refine training, and close the gaps that impact customer experience. Broader issues, like faulty products, unclear company policies, shipping delays, or complicated purchasing processes can just as easily erode customer trust. Then, take action.

Call Center 195

Call Center Customer Experience Self Service Effort Score 195

ECXO

MARCH 12, 2025

Amazons return policy? Because deep down, people want to feel accepted and admired. Customer Experience Impact: Brands that ease these fears create a seamless, stress-free experience that keeps customers coming back. Removes fear of bad purchases. Sephoras product samples? Lowers anxiety about spending big on beauty. Teslas free test drives?

Consumers 293

Consumers Customer Experience Fashion Brands 293

AWS Machine Learning

MARCH 27, 2025

However, some enterprises implement strict Regional access controls through service control policies (SCPs) or AWS Control Tower to adhere to compliance requirements, inadvertently blocking cross-Region inference functionality in Amazon Bedrock. Refer to the following considerations related to AWS Control Tower upgrades from 2.x

Policies 119

Policies Government Resources Examples 119

eglobalis

JUNE 23, 2025

The best leaders balance empathy with decisiveness—offering visible care, adapting policies, and reinforcing their organization’s human values. It requires internal leadership that addresses the safety, concerns, and dignity of customers, employees, and suppliers. Leadership credibility during conflict rests on consistency, not slogans.

Innovation 417

Innovation Technology Healthcare Leadership 417

CX Journey

MAY 21, 2025

Do employees have the training, resources, values-driven policies, and processes that aren’t broken or outdated to serve their customers the way customers want/deserve to be served? Do employees feel proud of the experiences they deliver, or are they apologizing for broken systems and policies?

Technology 232

Technology Culture Innovation Leadership 232

AWS Machine Learning

DECEMBER 2, 2024

You can now configure your scaling policies to include scaling to zero, allowing for more precise management of your AI inference infrastructure. The inference component endpoint created through managed instance scaling serves as the foundation for implementing the sophisticated scaling policies we explore in the next step.

Policies 108

Policies Resources Metrics Financial 108

AWS Machine Learning

NOVEMBER 14, 2024

By setting up automated policy enforcement and checks, you can achieve cost optimization across your machine learning (ML) environment. AWS Identity and Access Management (IAM) roles and policies can reference tags to control which users or services can access specific tagged resources.

Government 109

Government Policies Resources Financial 109

Calabrio

JANUARY 27, 2025

Contact center leaders can take advantage of speech analytics to learn about the following types of information: Agents: Which agents are doing a good/excellent job and who needs additional training in specific areas Regulatory compliance: Which agents are following or failing to comply with internal and external regulations Policies and procedures: (..)

Contact Center 130

Contact Center Analytics How To Gamification 130

Calabrio

JANUARY 27, 2025

Contact center leaders can take advantage of speech analytics to learn about the following types of information: Agents: Which agents are doing a good/excellent job and who needs additional training in specific areas Regulatory compliance: Which agents are following or failing to comply with internal and external regulations Policies and procedures: (..)

Contact Center 130

Contact Center Analytics How To Gamification 130

AWS Machine Learning

JANUARY 24, 2025

For instructions on assigning permissions to the IAM role, refer to Identity-based policy examples for Amazon Bedrock and How Amazon Bedrock works with IAM. Lets create an Amazon S3 gateway endpoint and attach it to VPC with custom IAM resource-based policies to more tightly control access to your Amazon S3 files. Choose Create policy.

Policies 113

Policies Groups Resources Training 113

Calabrio

APRIL 15, 2025

Deployed effectively, the latest patient self-service tools can drive: Decreased call volumes Quicker response times Enhanced patient satisfaction Reduced operational costs But heres the problem many healthcare systems implement chatbots in silos without integrating them into their broader patient engagement strategy.

Self Service 235

Self Service Contact Center Healthcare Chatbots 235

InMoment XI

MAY 14, 2025

If your customer engagement begins after the policy is final or the price has changed, youre too late. It also acknowledges that customers want more than information after the fact. They want a seat at the table before decisions are made. Thats the kind of delay that erodes trust and creates long-term brand damage.

Brands 195

Brands Exercises Feedback Customer Engagement 195

ECXO

JULY 16, 2024

Encouraging a “digital detox” policy, where employees disconnect from work emails and messages during non-working hours, can help promote better sleep. Their impact goes beyond just creating policies; they establish the norms and expectations within the organization. The result?

Customer Experience 348

Customer Experience Policies Culture Innovation 348

AWS Machine Learning

JUNE 10, 2025

It evaluates user inputs and model responses based on specific policies, working with all large language models (LLMs) on Amazon Bedrock , fine-tuned models, and external FMs using the ApplyGuardrail API. The following diagram depicts the six safeguarding policies offered by Amazon Bedrock Guardrails.

Insurance 115

Insurance Healthcare Policies Knowledge Base 115

AWS Machine Learning

FEBRUARY 19, 2025

To use Automated Reasoning checks, you first create an Automated Reasoning policy by encoding a set of logical rules and variables from available source documentation. FSIs regularly apply Automated Reasoning to verify regulatory compliance, validate trading rules, manage access controls, and enforce policy frameworks.

Financial 93

Financial Insurance Policies Guidelines 93

InMoment XI

APRIL 15, 2025

Thats not just sentimentits policy: The proposed No Robot Bosses Act would ban AI-only hiring/firing NYC now requires audits for AI-driven recruitment Hospitals are facing nurse protests against AI-led clinical decisions In short: AI can recommend. From our open ends: AI doesnt carry blame. So it shouldnt carry that kind of power.

Hospitality 195

Hospitality Healthcare System ROI 195

AWS Machine Learning

MARCH 4, 2025

For Amazon Bedrock: Use IAM roles and policies to control access to Bedrock resources and APIs. For more information on metadata in Amazon Bedrock Knowledge Bases, see Amazon Bedrock Knowledge Bases now supports metadata filtering to improve retrieval accuracy. Also, Amazon Bedrock Knowledge Bases now provides autogenerated query filters.

Knowledge Base 117

Knowledge Base Travel Policies e-support 117

InMoment XI

JANUARY 22, 2025

Establish a Unified Response Policy Centrally managing reviews is a strong approach, but it must be executed well. So its just a matter of adapting them into a unified response policy. For this to happen, businesses need to establish clear guidelines that apply across the board when responding to reviews.

Management 195

Management Multi-Channel Effort Score Social Media 195

ECXO

JANUARY 21, 2025

They offered a 90-day return policy, no questions asked. NovaTech seized Apexs market share by offering better support and customer-friendly policies. Customers flocked to NovaTech in droves, lured by their superior customer experience. Even former Apex fans like Clara made the switch.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

AWS Machine Learning

NOVEMBER 18, 2024

In this post, we explain how InsuranceDekho harnessed the power of generative AI using Amazon Bedrock and Anthropic’s Claude to provide responses to customer queries on policy coverages, exclusions, and more. The ingestion workflow involves three key components: policy documents, embedding model, and OpenSearch Service as a vector database.

Insurance 109

Insurance Interaction Policies Knowledge Base 109

InMoment XI

NOVEMBER 25, 2024

Yes, Google My Business Posts can be rejected if they fail to comply with Google’s content policies. Per Google’s policy, removals based on media quality cannot be appealed. To avoid rejections, ensure you follow best practices when creating your posts.

Multi-Channel 195

Multi-Channel Software Policies Engagement 195

AWS Machine Learning

NOVEMBER 22, 2024

It serves as the hub for defining and enforcing data governance policies, data cataloging, data lineage tracking, and managing data access controls across the organization. Challenges in data management Traditionally, managing and governing data across multiple systems involved tedious manual processes, custom scripts, and disconnected tools.

Government 101

Government Data Banking Policies 101

Calabrio

JULY 8, 2025

How long does it take for the AI to learn, and what resources are available along the way? Typically, organizations see strong early results in weeks — though continuous data input and feedback loops are key to unlocking its full potential.

Contact Center 130

Contact Center Multi-Channel Analytics Policies 130

CX Journey

JULY 9, 2025

Shift HR’s Role from Owner to Orchestrator HR cannot – and should not (and probably does not) – own every element of the employee experience. Most moments that define the employee experience don’t happen in HR.

Employee Experience 218

Employee Experience Government Culture Leadership 218

BlueOcean

MARCH 11, 2025

It tells us that the issue isn’t with agent performance, but rather with underlying factors like root causes driving contact volume or processes and policies that constrain our ability to resolve customer issues. This isn’t a contradiction; it’s valuable intelligence.

Data 156

Data Customer Experience Effort Score Average Handle Time 156

Experience Investigators by 360Connext

APRIL 16, 2025

Do they need clarity on changing policies? Make a list of the anxieties your customers might be experiencingnot just the ones they tell you about, but the ones that go unsaid. Consider what they might be waiting for, uncertain about, or questioning. For example: Are they waiting on a refund or update? Ask: How can we provide reassurances?

How To 143

How To Leadership Policies Customers 143

AWS Machine Learning

JANUARY 7, 2025

You can use the pre-created policy and attach it to your role. The policy Amazon Resource Name (ARN) can be retrieved as a stack output under the key LLMTranslationPlaygroundAppRoleAssumePolicyArn , as illustrated in the preceding screenshot. You can do so from the IAM console after selecting your role and choosing Add permissions.

Effort Score 113

Effort Score Policies Knowledge Base Metrics 113

AWS Machine Learning

MAY 21, 2025

The operations account is the account where the Amazon Bedrock permissions will be managed using an identity-based policy , where the Amazon Bedrock client will be created, and where the IAM role with the correct permissions will exist. This verification is based on the trust policy attached to the IAM role in the operations account.

Policies 109

Policies Software Government Metrics 109

AWS Machine Learning

JANUARY 29, 2025

Although LOBs operate their own accounts and workloads, a central team, such as the Cloud Center of Excellence (CCoE) , manages identity, guardrails, and access policies As generative AI adoption grows, organizations should establish a generative AI operating model. You determine what qualifies based on your company policies.

Government 105

Government Policies Knowledge Base Insurance 105

ShepHyken

FEBRUARY 18, 2025

For example, what happens if you have a liberal 30-day return policy and the customer comes to return the item on day 60, insisting they were told the store had a 90-day return policy? We have been taught and told maybe even ordered to treat that customer as if they are right. But they are not. Can you see the conflict?

Customer Service 103

Customer Service Policies Customer Service Training Customers 103

ShepHyken

DECEMBER 2, 2024

Rationalize Business Rules and Policies: Avoid potential errors by aligning your organization’s current policies with the new automated processes. High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey.

Customer Experience 83

Customer Experience Return on Investment Policies Customers 83

ECXO

DECEMBER 25, 2024

Its policies, such as free shipping and a 365-day return window, remove common friction points for customers. Set Clear Boundaries Establish policies and practices that balance customer satisfaction with business sustainability.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 1, 2024

If the review is found to violate Google’s policies, it may be removed. On the left-hand menu, select Reviews. Locate the review you want to report, then click Flag as inappropriate. Once flagged, Google will review the report.

How To 221

How To Guidelines Report Consumers 221