Calabrio

MARCH 11, 2025

Real-time monitoring: AI enables managers to see and react to customer interactions as they happen. While it can be tough to carve on one-on-one time, offering consistent and constructive feedback is vital for agent development. A recent Calabrio study found just 22% of agents get one-on-one feedback on a weekly basis.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

NobelBiz

MARCH 11, 2025

What separates great businesses from struggling ones isnt whether they get complaintsits how they handle them. Key Takeaways AI is a Tool, Not a Replacement: AI enhances efficiency by handling repetitive tasks, but human agents remain essential for emotional intelligence and complex issue resolution. But AI has evolved.

Call Center 52

Call Center Chatbots Contact Center e-support 52

CSM Magazine

MARCH 13, 2025

Real-time resolution of any issue is absolutely essential. Fast response times are non-negotiable. Your players are scattered across the globe, each in different time zones. Providing support whenever, wherever, shows that you value their time and business. AI chatbots? Let’s avoid it. Also, its table stakes.

Net Promoter Score 52

Net Promoter Score Chatbots Self Service Knowledge Base 52

AWS Machine Learning

MARCH 13, 2025

It is designed to handle the demanding computational and latency requirements of state-of-the-art transformer models, including Llama, Falcon, Mistral, Mixtral, and GPT variants for a full list of TGI supported models refer to supported models. All models were run with dtype=bfloat16. Short-length test 512 input tokens, 256 output tokens.

Metrics 79

Metrics Training Telecommunications Data 79

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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center

AWS Machine Learning

MARCH 13, 2025

Its designed to be compatible with a range of LLMs on Amazon Bedrock, features customizable prompt templates, and supports batch and real-time (online) inferences. Parsing time was significantly improved after several iterations on few-shot examples formatting. The following screenshot shows a sample generated.csv file.

System 106

System Examples Innovation Metrics 106

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center