InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

Thematic

FEBRUARY 19, 2025

Without text analytics, this massive flow of information would be impossible to process. From customer sentiment analysis to fraud detection, text analytics turns raw words into insights. The history of text analytics tells us how far we’ve come, from manual word counts to AI-driven insights. Every day, over 3.5

Analytics 62

Analytics Analysis Study Social Media 62

AWS Machine Learning

MAY 30, 2024

Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. Data store Vitech’s product documentation is largely available in.pdf format, making it the standard format used by VitechIQ.

Chatbots 128

Chatbots Knowledge Base Innovation Interaction 128

Comm100

NOVEMBER 15, 2022

As today’s consumers increasingly prefer to get support digitally, organizations are meeting these expectations by offering a range of digital customer service channels, from live chat and chatbots to SMS. You can check out just how easy it is to integrate with Comm100 with our API documentation. Quickest route to market.

Omni-Channel 244

Omni-Channel Chatbots Social Media Communication 244

Thematic

JANUARY 16, 2025

That’s where text analytics comes in. Let’s explore how text analytics works, why it’s a game-changer, and how you can use it to turn feedback into better decisions. Let’s dive in and discover the transformative power of text analytics for your business! What Is Text Analytics?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Thematic

JANUARY 21, 2025

They use text analytics ! So, what is text analytics? Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data. Text analytics powered by Natural Language Processing (NLP) and Artificial Intelligence (AI) is the answer. billion by 2030.

Analytics 62

Analytics Data Social Media Analysis 62

ECXO

JUNE 11, 2024

This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization. Automated resume screening, AI-powered interviews, and predictive analytics streamline the hiring process, making it faster and more efficient.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

AWS Machine Learning

DECEMBER 6, 2023

Such data often lacks the specialized knowledge contained in internal documents available in modern businesses, which is typically needed to get accurate answers in domains such as pharmaceutical research, financial investigation, and customer support. This task involves answering analytical reasoning questions.

Knowledge Base 126

Knowledge Base Analytics Tools Data 126

AWS Machine Learning

AUGUST 9, 2024

Question and answering (Q&A) using documents is a commonly used application in various use cases like customer support chatbots, legal research assistants, and healthcare advisors. This includes a one-time processing of PDF documents. The steps are as follows: The user uploads documents to the application.

Government 127

Government Healthcare Knowledge Base Innovation 127

Calabrio

MARCH 31, 2025

Generative AI vs. Traditional AI This ability to generate novel contentwhether its a chatbots uncanny responses, top-notch software code, or even molecular structures is what makes the technology so promising in customer service and far beyond. Deeper Speech Analytics and Sentiment Analysis Go beyond basic sentiment.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

ECXO

MARCH 6, 2025

B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. Advanced analytics and machine learning are opening new possibilities in CX transformation. analyse sentiment, and trigger alerts for immediate follow-up.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 19, 2023

Chatbots, virtual assistants, and AI-driven analytics are some of the advanced features offered by these solutions. Text analytics : Whether it’s a call transcript, an online chat, or social media interaction, having text analytics capabilities is crucial in a successful contact center solution.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

CSM Magazine

NOVEMBER 26, 2024

Borrowers can even upload required documents directly to the portal, which speeds up the approval process and eliminates the need for physical copies. Artificial Intelligence and Chatbots Artificial intelligence (AI) and chatbots are improving customer service by providing instant support and answering common questions.

Industry 52

Industry Technology Customer Service e-support 52

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. Solution overview The following diagram illustrates the solution architecture.

Chatbots 121

Chatbots Self Service Omni-Channel Contact Center 121

AWS Machine Learning

FEBRUARY 14, 2024

Retail – Prompt engineering can help retailers implement chatbots to address common customer requests like queries about order status, returns, payments, and more, using natural language interactions. First, the user logs in to the chatbot application, which is hosted behind an Application Load Balancer and authenticated using Amazon Cognito.

Chatbots 137

Chatbots Travel Hospitality Data 137

Inbenta

MARCH 25, 2020

My company would like to set up an AI chatbot. Retrieval of personal information/documents; Increase conversion rate. For example: reducing the volume of incoming emails by 20 to 30%, top 5 themes handled by the bot, number of quotes generated thanks to the chatbot. Define the stakes and set clear objectives.

Chatbots 89

Chatbots Self Service Tips How To 89

SurveySensum

FEBRUARY 24, 2025

First, What is Text Analytics? Lets discuss the key differences and applications of sentiment analysis vs text analytics. Both text analysis and sentiment analysis involve different types of analytical methods, each serving specific objectives. Keyword Extraction: Identifies the most relevant words and phrases in a document.

Analysis 52

Analysis Analytics Social Media Trends 52

BirdEye

NOVEMBER 20, 2024

By employing GenAI chatbots as 24/7 virtual assistants, you can help patients book appointments, address queries, and contact your team around the clock. However, GenAI chatbots can help you skip hiring translators or forcing your patients to communicate in just one language.

Multi-Channel 52

Multi-Channel Insurance Chatbots Self Service 52

AWS Machine Learning

OCTOBER 29, 2024

These insights are stored in a central repository, unlocking the ability for analytics teams to have a single view of interactions and use the data to formulate better sales and support strategies. Organizations typically can’t predict their call patterns, so the solution relies on AWS serverless services to scale during busy times.

Video 110

Video Sales Analytics Examples 110

Thematic

MARCH 30, 2025

Customer customer insights and analytics let you do just that. The numbers back this up—service analytics usage has surged by 166% as businesses increasingly rely on data to improve response times. Insights reveal common customer pain points, helping businesses create more relevant FAQs, chatbots, and knowledge base content.

Customer Service 62

Customer Service Strategy Self Service Airlines 62

Lumoa

SEPTEMBER 30, 2022

Real-time payments have well-documented advantages for both banks and customers, plus this type of technology is already a standard in many financial institutions. . Personalizing Digital Interactions, Including Chatbot, and Human Interactions . Chatbots are a superb way to deliver more personalized alerts and support.

Banking 221

Banking Customer Experience Self Service Financial 221

Help Scout

JULY 13, 2021

Bamboozled bots If not being able to talk to a human is frustrating, then talking to a wonky simulation of a human can be even worse. From unhelpful to outright incomprehensible, bad bots beget bothered buyers. The chat bot that chats not In writing our article on AI chatbots in customer service , we tried a bunch of live bots.

Chatbots 137

Chatbots Customer Service How To Self Service 137

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. Support Interactions: Tickets, chat logs, and call transcripts highlight common issues. and decide how to fix it.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

AWS Machine Learning

MAY 14, 2024

We present the solution and provide an example by simulating a case where the tier one AWS experts are notified to help customers using a chat-bot. We used this feedback to finetune the model deployed on Amazon Bedrock to power the chat-bot. You can build such chatbots following the same process.

Chatbots 116

Chatbots Knowledge Base Training e-support 116

BirdEye

DECEMBER 30, 2024

We launched bots to help with the appraisal process and document setup. These additional processes can be daunting for homebuyers already overwhelmed by document management. This document-heavy mortgage process is ripe for automation. It helps us create content better and more quickly on the marketing side.

Multi-Channel 52

Multi-Channel Social Media Analysis Financial 52

AWS Machine Learning

JULY 1, 2024

Generative artificial intelligence (AI)-powered chatbots play a crucial role in delivering human-like interactions by providing responses from a knowledge base without the involvement of live agents. These chatbots can be efficiently utilized for handling generic inquiries, freeing up live agents to focus on more complex tasks.

Self Service 125

Self Service Knowledge Base Chatbots Policies 125

Calabrio

FEBRUARY 24, 2020

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first.

Self Service 32

Self Service Engagement Management Contact Center 32

AWS Machine Learning

AUGUST 2, 2024

This is a guest post co-written with Vicente Cruz Mínguez, Head of Data and Advanced Analytics at Cepsa Química, and Marcos Fernández Díaz, Senior Data Scientist at Keepler. The Product Stewardship department is responsible for managing a large collection of regulatory compliance documents.

Knowledge Base 117

Knowledge Base Analytics Chatbots Analysis 117

AWS Machine Learning

FEBRUARY 5, 2025

Data sources We use Spack documentation RST (ReStructured Text) files uploaded in an Amazon Simple Storage Service (Amazon S3) bucket. Whenever the assistant returns it as a source, it will be a link in the specific portion of the Spack documentation and not the top of a source page. For example, Spack images on Docker Hub.

Multi-Channel 73

Multi-Channel Analytics Data Travel 73

AWS Machine Learning

FEBRUARY 3, 2025

Amazon Q Apps is designed to use Amazon Q Business and its ability to draw upon an enterprises own internal data, documents, and systems to provide conversational assistance to users. Prior to Amazon Q Apps, MuleSoft was using a chatbot that used Slack, Amazon Lex V2 , and Amazon Kendra.

Innovation 93

Innovation Government Chatbots Resources 93

InMoment XI

SEPTEMBER 25, 2024

This technology supports a wide array of applications, from voice-activated assistants and chatbots to sophisticated text analysis tools and language translation services. These AI bots can understand and answer customer questions. Contract Analysis : NLP can analyze contracts and legal documents.

Data 195

Data Social Media Net Promoter Score Analysis 195

BirdEye

NOVEMBER 22, 2024

AI chatbots qualify leads, answer basic questions, and schedule viewings 24/7. Chatbot AI Birdeye Chatbot AI provides 24/7 property information, handles initial lead qualification, and schedules showings automatically. AI auto-generates optimized descriptions, schedules social posts, and updates channel pricing.

Tools 52

Tools Marketing Social Media Multi-Channel 52

AWS Machine Learning

SEPTEMBER 13, 2024

Shows the Chatbot Dashboard to ask question The Streamlit application sends the user’s input to Amazon Bedrock, and the LangChain application facilitates the overall orchestration. Athena is configured to access and query the CUR data stored in Amazon S3. This is a proof of concept setup. CUR data stored in an S3 bucket. strip("[]").split("),

Chatbots 90

Chatbots Report Data Resources 90

Interactions

OCTOBER 23, 2024

A common current state: Just good enough While most retailers have automated contact solutions, such as website chatbots or telephone Intelligent Virtual Assistants (IVAs), the quality can vary. Generated conversational prompts to assist agents in live calls, social media responses, and chat and SMS interactions.

Contact Center 62

Contact Center Retail Self Service Competitive Advantage 62

CSM Magazine

NOVEMBER 27, 2024

Integrate customer profiles into your chat system, and you, too, can provide an experience that feels tailored, whether it’s resolving a technical issue or helping users navigate your platform. This approach can be particularly useful in complex industries like SaaS or online consulting services, where customers might need detailed guidance.

Self Service 52

Self Service Customer Service e-support How To 52

Solvvy

SEPTEMBER 10, 2020

The utilization of customer support chatbots for fin-tech companies allows for scaling the business rapidly while keeping costs in check and providing top-notch support to users. Solvvy’s complete customer support chatbot and automation platform is a user-friendly way for customers to get fast, specific answers on their own.

Chatbots 62

Chatbots Self Service Knowledge Base Multi-Channel 62

Thematic

SEPTEMBER 13, 2022

When you’ve got big data, you need the right analytics tools to make sense of it! We’ve pulled together this list of the best text analytics software platforms to help you decide on the right provider for your company. Contents What is text analytics? What is text analytics software?

Analytics 71

Analytics Software Self Service Social Media 71