ECXO

MARCH 6, 2025

Dashboards showing live customer metrics, or monthly all-hands meetings that review key CX KPIs and customer comments, keep everyones attention on the end-user experience. Some B2B firms create internal competitions or CX challenges where teams pitch ideas to improve the customer experience, fostering grassroots involvement.

B2B 339

B2B Customer Journeys How To Effort Score 339

AWS Machine Learning

NOVEMBER 15, 2024

This centralized system consolidates a wide range of data sources, including detailed reports, FAQs, and technical documents. The system integrates structured data, such as tables containing product properties and specifications, with unstructured text documents that provide in-depth product descriptions and usage guidelines.

Analysis 115

Analysis Knowledge Base Ecommerce Comparison 115

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. For example, imagine that you are planning next year’s strategy of an investment company.

Knowledge Base 122

Knowledge Base Analytics Tools Data 122

AWS Machine Learning

NOVEMBER 18, 2024

One of the key considerations while designing the chat assistant was to avoid responses from the default large language model (LLM) trained on generic data and only use the insurance policy documents. The ingestion workflow involves three key components: policy documents, embedding model, and OpenSearch Service as a vector database.

Insurance 103

Insurance Interaction Policies Knowledge Base 103

Inbenta

MARCH 25, 2020

My company would like to set up an AI chatbot. For example: Improve user experience: By adding a new self-service tool. Retrieval of personal information/documents; Increase conversion rate. Structure your AI chatbot team and assign them missions. Experiment the “Test and Learn” mode. Available 24/7.

Chatbots 89

Chatbots Self Service Tips How To 89

CSM Magazine

NOVEMBER 15, 2024

A robust knowledge base can empower your customers to find solutions on their own, reducing support requests and enhancing overall user experience. Zendesk Guide Zendesk Guide is a powerful, AI-powered solution that helps create a smart self-service experience.

Knowledge Base 52

Knowledge Base Customer Service Self Service Chatbots 52

CSM Magazine

DECEMBER 10, 2024

Provide Self-Service Options and Accessible Documentation While personalized support is crucial, cryptocurrency businesses should also invest in self-service options to address common customer inquiries. Chatbots can answer questions 24/7, allowing customers to receive instant responses, even outside of regular business hours.

Self Service 52

Self Service Customer Service Multi-Channel Exceptional Customer Service 52

Kayako

JANUARY 24, 2018

The idea of bringing down first response time and resolution time over live chat is enough to make you invest in the solution. And chatbots are somewhat successful… When a chatbot pilot program was initiated in a telco company, it could handle 82% of common queries in customer service. But how well do they do that?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

AWS Machine Learning

FEBRUARY 5, 2025

For a retail chatbot like AnyCompany Pet Supplies AI assistant, guardrails help make sure that the AI collects the information needed to serve the customer, provides accurate product information, maintains a consistent brand voice, and integrates with the surrounding services supporting to perform actions on behalf of the user.

Chatbots 94

Chatbots Examples Interaction e-support 94

Calabrio

FEBRUARY 24, 2020

With the introduction of Calabrio ONE version 11 in 2019, we offer a reimagined WEM user experience designed with humans in mind. As we continue this momentum in 2020, we will be steadfast in our commitment to our customers and transformative WEM user experiences. Click here to read the full report.

Self Service 32

Self Service Engagement Management Contact Center 32

Kayako

JUNE 9, 2022

It is a visual representation that helps us see the user experience from the customer’s point of view. The customer journey map documents what the customer is experiencing at each stage of their journey. A customer journey map is a great tool for several reasons. What stimulates their interest or awareness?

Customer Journeys 255

Customer Journeys Self Service Touchpoint Customers 255

Avaya

JULY 13, 2017

Over 60% of customers would consider storing key documents in a “virtual vault”. But for driving revenue and competitiveness, there are two forms of digital engagement that must be considered: chat bots and biometrics. The Beginning of a Bot-filled World. Chat bots are at the center of the digital banking revolution.

Chatbots 60

Chatbots Banking Financial Comparison 60

AWS Machine Learning

OCTOBER 1, 2024

Specifically, we focus on chatbots. Chatbots are no longer a niche technology. Although AI chatbots have been around for years, recent advances of large language models (LLMs) like generative AI have enabled more natural conversations. We also provide a sample chatbot application.

Chatbots 83

Chatbots Policies Resources Knowledge Base 83

AWS Machine Learning

JANUARY 28, 2025

As businesses increasingly use large language models (LLMs) for these critical tasks and processes, they face a fundamental challenge: how to maintain the quick, responsive performance users expect while delivering the high-quality outputs these sophisticated models promise.

User Experience 70

User Experience Metrics System Strategy 70

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 70

Multi-Channel Analytics Data Travel 70

AWS Machine Learning

JUNE 13, 2023

In our case, it was scattered across our internal wiki and various document files. We can easily import documents from a variety of media, including groupware, wikis, Microsoft PowerPoint files, PDFs, and more, without any hassle. We are continually working to improve the user experience by selecting the right data sources.

Chatbots 95

Chatbots User Experience System Study 95

Inbenta

NOVEMBER 15, 2022

Text summarization is the process of shortening a text and generating a concise summary whilst retaining the core idea and message conveyed by the initial document. Sentiment analysis tries to gauge the overall mood of a text or document, by analyzing the language used in these contents. Virtual agents and chatbots.

Chatbots 96

Chatbots Healthcare Banking Abandon Rate 96

TechSee

SEPTEMBER 21, 2023

However, today’s early Generative AI solutions lack context, and deliver a poor user experience. Using Generative AI should be as natural as chatting with a friend. As you chat, you read your friend’s facial expressions and listen to the tone of their voice.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109

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. As the capabilities of NLP continue to expand, it further revolutionizes various industries, enhances user experiences, and opens new avenues for research and innovation.

Data 195

Data Social Media Net Promoter Score Analysis 195

Thematic

APRIL 1, 2025

" Helpdesk, live chat, phone support, online documentation Customer surveys indicate frustration due to long wait times and unresolved issues Loyalty "Why should I continue to choose you?" As you introduce new features or channels (like a mobile app or chatbot), the journey evolves. Keep expanding your sources.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

AWS Machine Learning

DECEMBER 22, 2023

Diagram 1: Solution Architecture Overview The agent’s response workflow includes the following steps: Users perform natural language dialog with the agent through their choice of web, SMS, or voice channels. The web channel includes an Amplify hosted website with an Amazon Lex embedded chatbot for a fictitious customer.

Chatbots 120

Chatbots Financial Multi-Channel Knowledge Base 120

AWS Machine Learning

AUGUST 30, 2023

Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. Customers now want to apply the power of large language models (LLMs) to further improve the customer experience with generative AI capabilities. For example, when asked “What is Amazon Lex?”,

Self Service 125

Self Service Contact Center Multi-Channel Knowledge Base 125

Uniphore

JULY 21, 2021

An “outside in” approach requires you to think about the user experience as you design, rather than just basic functionality. Semantic analytics can be used to examine documents with a higher level of intelligence than a pure keyword search. Other similar tools to consider include chatbots and smart speakers.

Self Service 130

Self Service Customer Service Management Contact Center 130

AWS Machine Learning

JUNE 25, 2024

LLMs find use in chatbots for customer service , virtual assistants , content generation , and much more. Without appropriate guardrails, your chatbot application may also state incorrect facts in a convincing manner, a phenomenon known as hallucination. For example, incoming end-user messages like “Should I buy stock X?”

Chatbots 125

Chatbots Examples Metrics Policies 125

Solvvy

OCTOBER 23, 2020

The importance of eCommerce experiences have never been greater than in the age of social distancing. Chatbots and automated support are crucial to ensuring exceptional customer experiences. Solvvy’s complete chatbot creates opportunities for eCommerce companies to serve their customer’s needs.

Ecommerce 48

Ecommerce Chatbots Self Service Customer Experience 48

AWS Machine Learning

AUGUST 6, 2024

Thomson Reuters aims to provide accurate, fast, and consistent user experiences. Their order on merchants’ sites are covered by Buy with Prime Assist , 24/7 live chat customer service. They recently launched a chatbot solution in beta capable of handling product support queries.

Knowledge Base 134

Knowledge Base Training Chatbots Customers 134

AWS Machine Learning

MARCH 14, 2024

Whether creating a chatbot or summarization tool, you can shape powerful FMs to suit your needs. There are several use cases where RAG can help improve FM performance: Question answering – RAG models help question answering applications locate and integrate information from documents or knowledge sources to generate high-quality answers.

Chatbots 127

Chatbots Training Knowledge Base Resources 127

AWS Machine Learning

JUNE 12, 2024

Solution overview In this solution, we deploy a custom web experience for Amazon Q to deliver quick, accurate, and relevant answers to your business questions on top of an enterprise knowledge base. The workflow includes the following steps: The user accesses the chatbot application, which is hosted behind an Application Load Balancer.

Knowledge Base 131

Knowledge Base Customers How To Resources 131

Kustomer

APRIL 13, 2022

Creating an online forum for customers to ask questions and receive answers helps you publicly document fixes for common problems. If resolutions to their problems aren’t available on your FAQ pages, they can then initiate contact via phone, email, SMS or live chat. Use Chatbots.

Self Service 71

Self Service Customer Service Chatbots Omni-Channel 71

AWS Machine Learning

NOVEMBER 26, 2023

While generative AI can quickly create content, it alone is not enough to provide higher degree of personalization to adapt to the ever-changing and nuanced preferences of individual users. Many companies are actively seeking solutions to enhance user experience using Amazon Personalize and generative AI.

Customer Experience 121

Customer Experience Sports Travel User Experience 121

CSM Magazine

FEBRUARY 2, 2021

They felt this could be achieved by implementing chatbot solutions. Improving customer experience: Jennifer Doyle, Head of Digital Platforms, at EVO Payments (BOIPA) comments, “About 18 months ago we started looking at introducing digital assistants as part of our digital transformation plan.

Self Service 78

Self Service Banking Chatbots Policies 78

AWS Machine Learning

APRIL 23, 2024

With Knowledge Bases for Amazon Bedrock, you can quickly build applications using Retrieval Augmented Generation (RAG) for use cases like question answering, contextual chatbots, and personalized search. For latest information, please refer to the documentation above.

Knowledge Base 124

Knowledge Base Policies Resources Guidelines 124

TechSee

FEBRUARY 19, 2019

A talented sales assistant instinctively knows when and how to offer advice to a customer, enhancing the retail experience and creating true brand loyalty. Whether it’s a line item within a specific order, an email in a crowded inbox or key data in a legal document, Atomian can help. That where Infinity Mobile comes in.

Self Service 95

Self Service Innovation Telecommunications Social Media 95

TechSee

JANUARY 12, 2023

Since its launch a few months ago, the Visual Intelligence Platform has delivered analysis and insights within both TechSee’s products and via API integrations into third-party solutions like chatbots or workflows. There are many advantages to running VI’s AI on mobile devices via the VI Mobile SDK: Faster, Fluid User Experience (UX).

Self Service 109

Self Service Analysis Video Connections 109

TechSee

MARCH 10, 2021

When it comes to engagement, the visual element delivers an entirely different customer experience than a chatbot, text, or phone call. These advanced use cases facilitate a convenient and pleasant user experience. Visual = Engaging. But the organization benefits as well.

Self Service 109

Self Service Customer Service Video Engagement 109

AWS Machine Learning

OCTOBER 2, 2024

Building intelligent agents that can accurately understand and respond to user queries is a complex undertaking that requires careful planning and execution across multiple stages. user id 111 None Your balance is X Action Group: check_account_balance(111, 1234) How can I open an account?

Knowledge Base 95

Knowledge Base Policies Metrics Groups 95

SurveySensum

DECEMBER 24, 2024

SurveySparrow Enables offline and online data collection Automated no-code chatbots Business $99/month Enterprise $499/month Elite Contact for more information 4.4 Sogolytics Easy-to-use templates Multi-channel distribution User-friendly segmenting and filtering Plus $25 per month Pro $66 per month Premium $99 per month 4.5

Multi-Channel 52

Multi-Channel NPS Survey Analysis 52