AWS Machine Learning

JULY 1, 2024

In this post, we demonstrate how you can build chatbots with QnAIntent that connects to a knowledge base in Amazon Bedrock (powered by Amazon OpenSearch Serverless as a vector database ) and build rich, self-service, conversational experiences for your customers. She is passionate about designing cloud-centered big data workloads.

Self Service 127

Self Service Knowledge Base Chatbots Policies 127

Retently

MARCH 11, 2025

Is there a product issue, a checkout frustration, or a service gap? If customers struggle with returns or finding answers, its a red flag that self-service needs improvement. Step 1: Are Customers Struggling with Self-Service? CES (Customer Effort Score) : How easy was it to solve your problem?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

GetFeedback

APRIL 17, 2019

Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Creating a self-service customer portal helps to avoid such situations. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Calabrio

APRIL 11, 2025

Updates and Changes: Ensuring agents are always informed about new features, versions, or policies. Internal Security Policies: Procedures for verifying customer identity, handling sensitive information (like payment details), password security, and recognizing potential threats like phishing. PCI-DSS in finance, HIPAA in healthcare).

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Uniphore

AUGUST 6, 2021

While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

AWS Machine Learning

NOVEMBER 22, 2024

It enables different business units within an organization to create, share, and govern their own data assets, promoting self-service analytics and reducing the time required to convert data experiments into production-ready applications. This approach was not only time-consuming but also prone to errors and difficult to scale.

Government 101

Government Data Banking Policies 101

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization.

Contact Center 130

Contact Center Management Strategy Call Center 130

Thematic

MARCH 20, 2025

Text analytics. What is text analytics ? Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service. The Importance of AI Text Analytics in Customer Service Before anything, you might be wondering: Why AI text analytics matter ?

Analytics 62

Analytics Customer Service Analysis e-support 62

InMoment XI

SEPTEMBER 26, 2024

Yet, many of these calls could have been deflected through other channels like self-service or automated solutions. Training and Coaching Costs: New hires must be trained not just on your product or service, but on how to handle a wide variety of customer issues. Staffing Costs: Running a contact center is expensive.

Call Center 195

Call Center Self Service Contact Center ROI 195

InMoment XI

MAY 30, 2024

Text analysis software, also known as text analytics software, has become indispensable for businesses aiming to extract actionable insights from textual data to improve the customer experience. Download Report Types of Text Analysis Software There are various types of text analytics software, each with its unique strengths.

Analysis 195

Analysis Software Self Service Social Media 195

Calabrio

OCTOBER 15, 2019

This year we also launched our first-ever analytics competition , so there was even more to celebrate. The analytics competition celebrates companies using Calabrio Analytics to turn contact center data into compelling insights to drive results in their organizations. ANALYTICS COMPETITION WINNERS. THE ONE AWARDS WINNERS.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Interactions

FEBRUARY 6, 2025

The complexity of insurance interactions Insurance, by nature, is driven by complex transactions, from signing up for a new policy to making a claim. Yet despite their critical role in our lives, insurers have few chances to win customers over with good service. Most people just call to start or update a policy, and if a claim occurs.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

ProProfs Chat

AUGUST 19, 2020

Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies. So how do you possibly take your service policies out of presentation slides and build your business culture around them? Understanding Customer Service Policies and Procedures.

Policies 105

Policies Customer Service How To Guidelines 105

TechSee

DECEMBER 16, 2021

It’s no surprise then that remote assistance has hit a peak in 2021, driven mainly by customers’ rising expectations for self-service, the growing complexity of cases, and the emergence of new technologies such as cloud-based technologies, IoT diagnostics, video, AR, and computer vision AI. .

Call Center 124

Call Center Trends Self Service Contact Center 124

AWS Machine Learning

NOVEMBER 7, 2024

Architecting a multi-tenant generative AI environment on AWS A multi-tenant, generative AI solution for your enterprise needs to address the unique requirements of generative AI workloads and responsible AI governance while maintaining adherence to corporate policies, tenant and data isolation, access management, and cost control.

Government 114

Government Self Service Policies Resources 114

Retently

MARCH 17, 2025

Perfect for CX managers, operations, and leadership teams who need strategic insights to optimize operations and refine policies. product quality, unclear policies, or marketing misalignment). Impact of CX Initiatives : Are new self-service tools, AI chatbots, or policy changes reducing ticket volume?

Report 90

Report How To Effort Score NPS 90

GetFeedback

APRIL 3, 2019

Chris Hogan, Business Analytics and Modeling, YETI. I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. I’m responsible for many of the reports and analytics our team uses for team performance, contact trends, and forecasting staff and contact volume. YETI has a cool history.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. Rocket tapped into a crucial insight: 81% of consumers prefer self-service options. The following diagram illustrates the solution architecture.

Analytics 118

Analytics Self Service First Call Resolution Banking 118

NobelBiz

JANUARY 28, 2025

Use tools like customer relationship management (CRM) systems and call center analytics platforms to collect performance data. Whether its through self-service portals, clear instructions, or friendly agents, making the repayment process simple is key to improving CES and increasing successful outcomes.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Kustomer

MAY 14, 2020

to deliver even deeper intelligent self-service and agent assistance to our customers. As a long-time partner of Kustomer, Reply is able to seamlessly integrate their tools into the Kustomer platform and help brands efficiently scale without compromising quality of service. Analytics Dashboard. Agent Assistance.

Self Service 111

Self Service Chatbots Knowledge Base Policies 111

AWS Machine Learning

FEBRUARY 29, 2024

At Deutsche Bahn, a dedicated AI platform team manages and operates the SageMaker Studio platform, and multiple data analytics teams within the organization use the platform to develop, train, and run various analytics and ML activities.

Self Service 130

Self Service Transportation Policies Analytics 130

Uniphore

OCTOBER 22, 2021

With a platform of conversational AI capabilities, IT help desks can automate and optimize the entire IT help desk experience, from self-service to staff-assisted service to post-interaction analytics. For more details, review our privacy policy. Offload interactions while accelerating resolution.

Self Service 100

Self Service Infographics Policies Analytics 100

ECXO

SEPTEMBER 6, 2023

Hyper personalisation – investing in advanced technology stacks, analytics, and prescriptive insights Businesses delivering the gold standard in omnichannel experience are thinking beyond personalisation and account-based marketing. Almost half of winners (48%) are on industry-specific marketplaces, complementing their own self-serve options.

Omni-Channel 156

Omni-Channel B2B Technology Ecommerce 156

CSM Magazine

NOVEMBER 26, 2024

Predictive Analytics Predictive analytics allows businesses to anticipate customer needs by analyzing past behavior to identify patterns and forecast future actions. This customer engagement technology strengthens relationships by aligning services with customer goals, building trust and satisfaction.

Interaction 52

Interaction Engagement e-support Chatbots 52

Upstream Works

SEPTEMBER 1, 2020

Lastly, access to reports and analytics will provide management, and the company as a whole, with valuable insights about their customers and contact center operations. Once contact centers are aware of agents’ needs, they can take them into account when deciding on new workplace strategies and policies. Utilize Self-Service Options.

Contact Center 148

Contact Center Engagement Self Service Omni-Channel 148

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience. Retently.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Lumoa

FEBRUARY 14, 2024

By clearly communicating the terms of your shipping policy, returns and exchange policy, and support coverage, you remove doubt from the customer’s mind. Automated services like chatbots allow customers to schedule their own self-service appointments. One CX software that works well for most companies is Lumoa.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

AWS Machine Learning

NOVEMBER 24, 2023

This offering enables BMW ML engineers to perform code-centric data analytics and ML, increases developer productivity by providing self-service capability and infrastructure automation, and tightly integrates with BMW’s centralized IT tooling landscape.

Groups 103

Groups Self Service Policies Analytics 103

Retently

OCTOBER 23, 2024

Try to understand what is failing you: is it the UX and store design, misleading on-site path to their purchase, missing operational policies or product specs, failure to make the right purchase for their goals due to misleading info, etc. Were you unsure about the product details or return policy?

Ecommerce 110

Ecommerce Survey Retail NPS 110

eGain Blogs

APRIL 15, 2025

The Second Wave: The Rise of Data Lakes and Analytics As digital transformation accelerated, organizations recognized the value hidden within their expanding data assets. This drove investments in data lakes, data warehouses, and analytics platforms designed to extract insights from increasingly diverse and voluminous data sources.

System 40

System Self Service Government Competitive Advantage 40

AWS Machine Learning

OCTOBER 20, 2023

This framework’s federated approach allows the central platform engineering team to set some high-level policies and standards, but also gives LOB teams flexibility to adapt based on local needs. In addition, the administrator sets up a variety of organization units (OUs) and initial accounts to support your ML and analytics workflows.

Government 133

Government Self Service Policies Resources 133

TechSee

AUGUST 24, 2021

IT’s Role in Determining WFH Policies. IT must be included in the discussion about formal WFH policies from the get-go. Endpoint analytics. IT should also consider alleviating their Help Desk burden by offering self-service support for remote workers to help themselves with minor issues without calling IT for assistance.

Self Service 109

Self Service Policies Video Tips 109

Pretium Solutions

AUGUST 28, 2013

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer. Background.

Policies 45

Policies Self Service Social Media Retail 45

Talkdesk

MARCH 17, 2020

Travel and hospitality companies can ease the struggle by redesigning Interactive Voice Response (IVR) systems and routing to better anticipate callers’ questions, offer more relevant self-service and target segments with proactive outreach. . IVR and routing customization for a smoother customer journey.

Contact Center 94

Contact Center Tourism Self Service Travel 94

AWS Machine Learning

JULY 29, 2022

Large enterprises sometimes set up a center of excellence (CoE) to tackle the needs of different lines of business (LoBs) with innovative analytics and ML projects. To generate high-quality and performant ML models at scale, they need to do the following: Provide an easy way to access relevant data to their analytics and ML CoE.

Training 100

Training Data Government Banking 100

NobelBiz

APRIL 2, 2024

Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities. The NobelBiz reporting and analytics tools provide valuable insights into customer interactions, agent performance, and operational efficiency.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

AWS Machine Learning

SEPTEMBER 24, 2024

With a user base of over 37 million active consumers and 2 million monthly active Dashers at the end of 2023, the company recognized the need to reduce the burden on its live agents by providing a more efficient self-service experience for Dashers. You’ll need this if you’re planning to deploy the conversation analytics stack.

Knowledge Base 102

Knowledge Base Contact Center Connections Hotels 102