AWS Machine Learning

APRIL 22, 2024

It provides examples of use cases and best practices for using generative AI’s potential to accelerate sustainability and ESG initiatives, as well as insights into the main operational challenges of generative AI for sustainability. Throughout this lifecycle, implementing AWS Well-Architected Framework best practices is recommended.

Best practices 140

Best practices Benchmark Transportation Engineering 140

Ansafone

MAY 12, 2025

Zendesk’s 2024 CX Trends Reportstates that 70% of customers expect brands to collaborate internally so they dont need to repeat themselves. Businesses should establish benchmarks and compare the performance across departments, regions, and service channels.

Customer Service 62

Customer Service Interactive Voice Response Brand ambassadors Feedback 62

AWS Machine Learning

JULY 25, 2024

Although existing large language model (LLM) benchmarks like MT-bench evaluate model capabilities, they lack the ability to validate the application layers. To further explore the best practices of building and testing conversational AI agent evaluation at scale, get started by trying Agent Evaluation and provide your feedback.

APIs 135

APIs Engineering Best practices Virtual Agent 135

COPC

JANUARY 9, 2024

The requirements for obtaining COPC certification involve thoroughly evaluating the organization’s processes and measuring performance against the COPC CX Standard’s best practices and guidelines. So, we embarked on the path towards achieving COPC CX Standard certification to gain insights into industry benchmarks.

Customer Experience 74

Customer Experience Customer centricity Customer Care Best practices 74

AWS Machine Learning

OCTOBER 21, 2024

In this blog post, we will introduce how to use an Amazon EC2 Inf2 instance to cost-effectively deploy multiple industry-leading LLMs on AWS Inferentia2 , a purpose-built AWS AI chip, helping customers to quickly test and open up an API interface to facilitate performance benchmarking and downstream application calls at the same time.

APIs 86

APIs Benchmark Education Marketing 86

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. However, research conducted by Freshworks in 2024 indicates that an FCR of about 70% represents a metric in the top 20%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

AWS Machine Learning

AUGUST 26, 2024

From the period of September 2023 to March 2024, sellers leveraging GenAI Account Summaries saw a 4.9% We organize our prompting best practices into two main categories: Content and structure : Constraint specification – Define content, tone, and format constraints relevant to AWS sales contexts.

Sales 129

Sales Accountability Feedback Metrics 129

Playvox

APRIL 4, 2023

Gartner also predicted that by 2024, this emotional effort will be the top reason customer service reps leave the service center. Agents who aren’t meeting your KPI benchmarks for how many interactions they handle in a shift might be avoiding interactions or too distracted by emotional overwhelm.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Lumoa

FEBRUARY 14, 2024

Is your CX strategy up to the task of meeting customers’ expectations going into 2024? Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. With that said, there are best practices in the CX industry that you should consider when developing a strategy for your own business.

Customer Experience 78

Customer Experience Chatbots SaaS Analytics 78

Outsource Consultants

MARCH 3, 2025

Financial services cybersecurity regulations are constantly evolving, with new requirements expected for 2024 and beyond. Inquire about: First Call Resolution (FCR) rates Average Handle Time (AHT) Customer Satisfaction (CSAT) scores Net Promoter Score (NPS) Request historical data on these metrics and compare them against industry benchmarks.

outsourcing 67

outsourcing Call Center Average Handle Time First call resolution 67

AWS Machine Learning

NOVEMBER 16, 2023

Enable a data science team to manage a family of classic ML models for benchmarking statistics across multiple medical units. Users from several business units were trained and onboarded to the platform, and that number is expected to grow in 2024. Another important metric is the efficiency for data science users.

Healthcare 125

Healthcare Government Engineering APIs 125

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. For security, ISO 27001 is the world’s best-known standard for information security management systems (ISMS). With cybercrime on the rise, an ISO 27001 certification gives the security that an organization meets international best practices.

Feedback 78

Feedback Consulting Consulting Enterprise 78

AWS Machine Learning

MARCH 15, 2024

The following quote from the GovCIO article Data Sharing and AI Top Federal Health Agency Priorities in 2024 also echoes a similar theme: “These capabilities can also support the public in an equitable way, meeting patients where they are and unlocking critical access to these services.

Healthcare 131

Healthcare Government Best practices Engineering 131

AWS Machine Learning

MARCH 5, 2025

Running deterministic evaluation of generative AI assistants against use case ground truth data enables the creation of custom benchmarks. These benchmarks are essential for tracking performance drift over time and for statistically comparing multiple assistants in accomplishing the same task. See for examples.

Best practices 78

Best practices Enterprise Metrics Benchmark 78

AWS Machine Learning

OCTOBER 21, 2024

models demonstrate state-of-the-art performance on a wide range of industry benchmarks and introduce features to help you build a new generation of AI experiences. Best practices to consider: This feature brings significant advantages for hosting your fine-tuned models efficiently.

APIs 142

APIs Scripts Finance Real estate 142

AWS Machine Learning

JANUARY 14, 2025

We refer to this approach as assertion-based benchmarking. Here is an example of a scenario and corresponding assertions for assertion-based benchmarking: Goals : User needs the weather conditions expected in Las Vegas for tomorrow, January 5, 2025. Since 2024, Raphael worked on multi-agent collaboration with LLM-based agents.

Finance 118

Finance Benchmark Construction Enterprise 118

CSM Magazine

APRIL 17, 2025

In a matter of months, call abandonment rate dropped to consistently less than 3%, two times better than the industry benchmark. “Our productivity year-over-year, from 2023 to 2024, increased at a minimum of 20% maybe even more.” The results have been remarkable. “Our call abandonment rate was 14%.

Abandon rate 52

Abandon rate Technology Employee engagement Call Center 52

AWS Machine Learning

APRIL 4, 2025

When we launched LLM-as-a-judge (LLMaJ) and Retrieval Augmented Generation (RAG) evaluation capabilities in public preview at AWS re:Invent 2024 , customers used them to assess their foundation models (FMs) and generative AI applications, but asked for more flexibility beyond Amazon Bedrock models and knowledge bases.

Metrics 121

Metrics APIs Engineering Benchmark 121

AWS Machine Learning

APRIL 4, 2025

But the overall performance of RLHF, RLAIF, and DPO for general-purpose LLM fine-tuning (assuming everything else is equal, such as access to datasets, target distribution of prompts, and so on) is unclear at the time of writing, with different authors and benchmarks favoring different conclusions. 2024) favor DPO whereas Ivison et al.

Feedback 104

Feedback Engineering Benchmark Chatbots 104