Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Multi-channel customer support fails are well-documented. More Posts - Website Follow Me: The post 5 Keys for Multi-Channel Customer Support appeared first on Customer Experience Consulting. Blog Customer Experience Featured Social Media User Experience customer service linkedin multi-channel'

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

ECXO

JULY 22, 2024

Last year, our team worked with Samsung to enhance the design and customer experience of their SDS and SDN product lines. By guiding users through core features and functionalities, companies can integrate their solutions into users’ daily workflows. Therefore, robust onboarding remains indispensable.

B2B 207

B2B Customer Experience Self Service e-support 207

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 115

Knowledge Base Analytics Tools Data 115

ECXO

AUGUST 19, 2024

Iterate Based on Insights : Use experiment findings to make data-driven decisions and continuously refine CX strategies. Document and Share Learnings : Share outcomes and insights across the organization to foster continuous improvement.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

AWS Machine Learning

NOVEMBER 27, 2022

For newer documents, Amazon Kendra tabular search will work by default. For existing HTML pages that contain tables, you can either update the document and sync (if you only have a few documents), or reach out to AWS Support.

Travel 88

Travel User Experience Data Innovation 88

Comm100

DECEMBER 8, 2024

With over 32,000 undergraduate students and 5,000+ post-graduate students in Canada, McMaster University deployed Comm100s higher ed chatbot in 2020 to address student queries, improving user experience and boosting CSAT scores to 4.82/5. The AI chatbot can easily address more queries without much of an issue.

Chatbots 130

Chatbots Financial System Course 130

AWS Machine Learning

FEBRUARY 9, 2023

Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from any document or image. AnalyzeDocument Signatures is a feature within Amazon Textract that offers the ability to automatically detect signatures on any document. Lastly, we share some best practices for using this feature.

Insurance 89

Insurance Examples Travel Banking 89

CSM Magazine

DECEMBER 17, 2024

In the context of GitHub, localization means modifying the interface, documentation, and tools so they can be effectively used by non-English speakers or those from different cultural backgrounds. Enhancing User Experience A localized platform makes users feel more comfortable and reduces the learning curve.

Culture 52

Culture User Experience Guidelines Innovation 52

AWS Machine Learning

FEBRUARY 20, 2025

PAAS now includes PAAS AI, the first commercially available interactive generative-AI chats specifically developed for premium audit, which reduces research time and empower users to make informed decisions by answering questions and quickly retrieving and summarizing multiple PAAS documents like class guides, bulletins, rating cards, etc.

Knowledge Base 98

Knowledge Base Insurance Guidelines Innovation 98

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 95

Insurance Interaction Policies Knowledge Base 95

AWS Machine Learning

NOVEMBER 19, 2024

Organizations possess extensive repositories of digital documents and data that may remain underutilized due to their unstructured and dispersed nature. Information repository – This repository holds essential documents and data that support customer service processes.

Knowledge Base 87

Knowledge Base Management Customer Satisfaction Policies 87

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

JANUARY 13, 2025

Enterprises provide their developers, engineers, and architects with a range of knowledge bases and documents, such as usage guides, wikis, and tools. Team members can chat directly or upload documents and receive summarization, analysis, or answers to a calculation. This is a well-known use case asked about by several MuleSoft teams.

Innovation 90

Innovation Knowledge Base Policies Guidelines 90

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. Automated Reasoning checks deliver deterministic verification of model outputs against documented rules, complete with audit trails and mathematical proof of policy adherence.

Financial 73

Financial Policies Insurance Guidelines 73

SAP Customer Experience

JUNE 1, 2023

A good product design and descriptive documentation are very often key to the success of a software product. It needs to be intuitive, obvious, easy to use and clear, without superfluous information. Wait, but who defines what is intuitive and easy to use? Well, YOU DO! We genuinely rely on.

User Experience 77

User Experience Software Customer Experience Customers 77

AWS Machine Learning

MAY 24, 2023

Intelligent document processing (IDP) is a technology that automates the processing of high volumes of unstructured data, including text, images, and videos. Natural language processing (NLP) is one of the recent developments in IDP that has improved accuracy and user experience. You can also choose g5.48xlarge or p4de.24xlarge

Banking 80

Banking System Insurance Interaction 80

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 109

Analysis Knowledge Base Ecommerce Comparison 109

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

Technology 227

Technology Self Service Software Loyalty 227

AWS Machine Learning

DECEMBER 2, 2022

“Intelligent document processing (IDP) solutions extract data to support automation of high-volume, repetitive document processing tasks and for analysis and insight. Customers spend a significant amount of time and effort identifying documents and extracting critical information from them for various use cases.

Insurance 77

Insurance Effort Score Analysis Training 77

AWS Machine Learning

FEBRUARY 10, 2025

Current challenges faced by enterprises Modern enterprises face numerous challenges, including: Managing vast amounts of unstructured data: Enterprises deal with immense volumes of data generated from various sources such as emails, documents, and customer interactions.

Financial 65

Financial Software Analysis Innovation 65

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

AWS Machine Learning

FEBRUARY 12, 2025

Comprehensive metric categories : The evaluation system covers four key metric areas: quality assessment (correctness, completeness, faithfulness), user experience (helpfulness, coherence, relevance), instruction compliance (following instructions, professional style), and safety monitoring (harmfulness, stereotyping, refusal handling).

e-support 85

e-support Comparison Metrics Analysis 85

InMoment XI

JANUARY 9, 2024

Common sources of customer feedback include: Customer feedback surveys Comment cards Emails and phone calls Focus group discussions and roundtables Online reviews and ratings Social media comments Customer interviews and business reviews User experience and usability tests The most successful companies listen to and act on feedback in order to understand (..)

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

AWS Machine Learning

OCTOBER 23, 2024

Generative AI is set to revolutionize user experiences over the next few years. By automating document ingestion, chunking, and embedding, it eliminates the need to manually set up complex vector databases or custom retrieval systems, significantly reducing development complexity and time.

Connections 87

Connections Knowledge Base Resources Data 87

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 69

Multi-Channel Analytics Data Travel 69

AWS Machine Learning

DECEMBER 3, 2024

The challenge: Resolving application problems before they impact customers New Relic’s 2024 Observability Forecast highlights three key operational challenges: Tool and context switching – Engineers use multiple monitoring tools, support desks, and documentation systems.

Customer Experience 94

Customer Experience Ecommerce Analysis System 94

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. Moreover, implementing customer suggestions can lead to improvements that may enhance the overall user experience.

Self Service 52

Self Service Customer Service Multi-Channel Exceptional Customer Service 52

Kayako

MARCH 16, 2017

Writing documentation for a knowledge base is hard. Documentation is more than providing information, it’s goal orientated. A knowledge base guides your customer towards a solution through documentation. The goal is to create documentation so good that your customers don’t need to contact your support team.

Knowledge Base 95

Knowledge Base Self Service Guidelines Software 95

AWS Machine Learning

NOVEMBER 30, 2023

To learn more, visit the SageMaker ModelBuilder Python interface documentation and the guided deploy workflows in SageMaker Studio. For those who prefer a code-based approach, check out the low-code equivalent with the ModelBuilder class. There is no additional charge for the SageMaker SDK and SageMaker Studio.

Interaction 117

Interaction User Experience Travel Resources 117

Clarivate

MAY 21, 2024

Over the past year we engaged in several research projects, working closely across our data science, engineering, content and user experience teams and customer community to learn first-hand about the potential and the limitations of generative AI (GenAI).

Government 129

Government eBook User Experience Innovation 129

AWS Machine Learning

DECEMBER 10, 2024

This integration allows employees to manage their time off requests seamlessly in Amazon Q Business without having to switch between different applications, improving productivity and user experience. The following screenshot shows all the plugins available for end-user.

CRM 84

CRM System Customer Relationship Management Examples 84

AWS Machine Learning

OCTOBER 23, 2024

Agent Creator is a no-code visual tool that empowers business users and application developers to create sophisticated large language model (LLM) powered applications and agents without programming expertise. The IDP solution uses the power of LLMs to automate tedious document-centric processes, freeing up your team for higher-value work.

System 71

System Data Innovation Government 71

InMoment XI

JUNE 14, 2022

The second NPS survey question is just as important, if not more so, than the score itself because this qualitative data tells you what you need to do to improve end user experience. NPS gives you a glimpse into the minds and hearts of your end users. New features can bring complexity — the bain of end user ease.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

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 69

User Experience Metrics System Strategy 69

AWS Machine Learning

MAY 30, 2024

To serve their customers, Vitech maintains a repository of information that includes product documentation (user guides, standard operating procedures, runbooks), which is currently scattered across multiple internal platforms (for example, Confluence sites and SharePoint folders).

Chatbots 117

Chatbots Knowledge Base Innovation Interaction 117

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

JANUARY 24, 2018

Consumers want a messaging experience over live chat. Live chat needs to adopt the same kind of user experience as messenger apps, as 38% of customers are not happy with the current live chat experience —and 43% of businesses know their user experience is not good enough.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208