Analytics, APIs and Data - Customer Contact Central

Generate training data and cost-effectively train categorical models with Amazon Bedrock

AWS Machine Learning

MARCH 27, 2025

In this post, we explore how you can use Amazon Bedrock to generate high-quality categorical ground truth data, which is crucial for training machine learning (ML) models in a cost-sensitive environment. For the multiclass classification problem to label support case data, synthetic data generation can quickly result in overfitting.

Education

Education Engineering APIs Enterprise

Build a multi-tenant generative AI environment for your enterprise on AWS

AWS Machine Learning

NOVEMBER 7, 2024

It also uses a number of other AWS services such as Amazon API Gateway , AWS Lambda , and Amazon SageMaker. API Gateway is serverless and hence automatically scales with traffic. API Gateway also provides a WebSocket API. At this point, you need to consider the use case and data isolation requirements.

Enterprise

Enterprise APIs Government Accountability

Build a video insights and summarization engine using generative AI with Amazon Bedrock

AWS Machine Learning

OCTOBER 29, 2024

All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers. 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.

Engineering

Engineering APIs Sales Enterprise

Integrate generative AI capabilities into Microsoft Office using Amazon Bedrock

AWS Machine Learning

MARCH 19, 2025

Generative AI is rapidly transforming the modern workplace, offering unprecedented capabilities that augment how we interact with text and data. Note that these APIs use objects as namespaces, alleviating the need for explicit imports. API Gateway supports multiple mechanisms for controlling and managing access to an API.

APIs

APIs Automotive Accountability Analytics

From innovation to impact: How AWS and NVIDIA enable real-world generative AI success

AWS Machine Learning

MARCH 19, 2025

In my decade working with customers data journeys, Ive seen that an organizations most valuable asset is its domain-specific data and expertise. The team deployed dozens of models on SageMaker AI endpoints, using Triton Inference Servers model concurrency capabilities to scale globally across AWS data centers.

Healthcare

Healthcare Enterprise APIs Transportation

Track LLM model evaluation using Amazon SageMaker managed MLflow and FMEval

AWS Machine Learning

JANUARY 28, 2025

Furthermore, evaluation processes are important not only for LLMs, but are becoming essential for assessing prompt template quality, input data quality, and ultimately, the entire application stack. SageMaker is a data, analytics, and AI/ML platform, which we will use in conjunction with FMEval to streamline the evaluation process.

Management

Management APIs Engineering Metrics

Empower your generative AI application with a comprehensive custom observability solution

AWS Machine Learning

OCTOBER 29, 2024

Recently, we’ve been witnessing the rapid development and evolution of generative AI applications, with observability and evaluation emerging as critical aspects for developers, data scientists, and stakeholders. This feature allows you to separate data into logical partitions, making it easier to analyze and process data later.

Best practices

Best practices Feedback Metrics APIs

Reducing hallucinations in LLM agents with a verified semantic cache using Amazon Bedrock Knowledge Bases

AWS Machine Learning

FEBRUARY 21, 2025

While these models are trained on vast amounts of generic data, they often lack the organization-specific context and up-to-date information needed for accurate responses in business settings. The function checks the semantic cache (Amazon Bedrock Knowledge Bases) using the Retrieve API. which is received by the Invoke Agent function.

Engineering

Engineering APIs Analytics Enterprise

Speech Analytics: Garbage in, Garbage Out

OrecX

JANUARY 5, 2021

This is the only way to ensure your speech analytics solution is adequately interpreting and transcribing both your agents and your customers. REAL TIME - Does your recording solution capture call audio in a real-time streaming manner so your transcription and analytics engine can process the call as it happens, or post-call?

Analytics

Analytics APIs CRM Engineering

Data security and AI: How to use Copilot AI without exposing sensitive data

Momentum Telecom

JANUARY 31, 2025

However, the technology also comes with considerable data security and privacy concerns. Maximizing your investment in AI means navigating these roadblocks without compromising on privacy and data security for sensitive company info, customer data, and proprietary information.

Government

Government Education Enterprise APIs

Enhance customer service efficiency with AI-powered summarization using Amazon Transcribe Call Analytics

AWS Machine Learning

APRIL 30, 2024

To address these issues, we launched a generative artificial intelligence (AI) call summarization feature in Amazon Transcribe Call Analytics. Simply turn the feature on from the Amazon Transcribe console or using the start_call_analytics_job API. You can upload a call recording in Amazon S3 and start a Transcribe Call Analytics job.

Analytics

Analytics APIs Customer Service Entertainment

CBRE and AWS perform natural language queries of structured data using Amazon Bedrock

AWS Machine Learning

MAY 30, 2024

The opportunities to unlock value using AI in the commercial real estate lifecycle starts with data at scale. Although CBRE provides customers their curated best-in-class dashboards, CBRE wanted to provide a solution for their customers to quickly make custom queries of their data using only natural language prompts.

Real estate

Real estate APIs Metrics Construction

Streamline RAG applications with intelligent metadata filtering using Amazon Bedrock

AWS Machine Learning

NOVEMBER 20, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI.

Construction

Construction APIs Metrics Accountability

Principal Financial Group uses QnABot on AWS and Amazon Q Business to enhance workforce productivity with generative AI

AWS Machine Learning

NOVEMBER 15, 2024

Principal wanted to use existing internal FAQs, documentation, and unstructured data and build an intelligent chatbot that could provide quick access to the right information for different roles. The chatbot improved access to enterprise data and increased productivity across the organization.

Chatbots

Chatbots Engineering Enterprise Government

Redact sensitive data from streaming data in near-real time using Amazon Comprehend and Amazon Kinesis Data Firehose

AWS Machine Learning

OCTOBER 4, 2022

Near-real-time delivery of data and insights enable businesses to rapidly respond to their customers’ needs. Real-time data can come from a variety of sources, including social media, IoT devices, infrastructure monitoring, call center monitoring, and more. After that, documents are free of PII entities and users can consume the data.

APIs

APIs Banking Analytics Accountability

Modernizing data science lifecycle management with AWS and Wipro

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems.

Management

Management APIs Engineering Government

Access Snowflake data using OAuth-based authentication in Amazon SageMaker Data Wrangler

AWS Machine Learning

MARCH 22, 2023

In this post, we show how to configure a new OAuth-based authentication feature for using Snowflake in Amazon SageMaker Data Wrangler. Snowflake is a cloud data platform that provides data solutions for data warehousing to data science. For more information about prerequisites, see Get Started with Data Wrangler.

APIs

APIs Engineering Analytics Scripts

AI-powered assistants for investment research with multi-modal data: An application of Agents for Amazon Bedrock

AWS Machine Learning

JUNE 26, 2024

Financial analysts and research analysts in capital markets distill business insights from financial and non-financial data, such as public filings, earnings call recordings, market research publications, and economic reports, using a variety of tools for data mining.

APIs

APIs Engineering Marketing Enterprise

Generating value from enterprise data: Best practices for Text2SQL and generative AI

AWS Machine Learning

JANUARY 4, 2024

One such area that is evolving is using natural language processing (NLP) to unlock new opportunities for accessing data through intuitive SQL queries. Instead of dealing with complex technical code, business users and data analysts can ask questions related to data and insights in plain language.

Best practices

Best practices Enterprise Engineering APIs

Uncover hidden connections in unstructured financial data with Amazon Bedrock and Amazon Neptune

AWS Machine Learning

APRIL 17, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI.

APIs

APIs Construction Management Analytics

Intelligent document processing with AWS AI and Analytics services in the insurance industry: Part 2

AWS Machine Learning

NOVEMBER 3, 2022

We also look into how to further use the extracted structured information from claims data to get insights using AWS Analytics and visualization services. We highlight on how extracted structured data from IDP can help against fraudulent claims using AWS Analytics services. Part 2: Data enrichment and insights.

Analytics

Analytics APIs Healthcare Big data

Federated Learning on AWS with FedML: Health analytics without sharing sensitive data – Part 1

AWS Machine Learning

JANUARY 13, 2023

Analyzing real-world healthcare and life sciences (HCLS) data poses several practical challenges, such as distributed data silos, lack of sufficient data at any single site for rare events, regulatory guidelines that prohibit data sharing, infrastructure requirement, and cost incurred in creating a centralized data repository.

Analytics

Analytics Healthcare Engineering Government

Derive generative AI powered insights from Alation Cloud Services using Amazon Q Business Custom Connector

AWS Machine Learning

FEBRUARY 25, 2025

To build a generative AI -based conversational application integrated with relevant data sources, an enterprise needs to invest time, money, and people. First, you would need build connectors to the data sources. For a full list of supported data source connectors, see Amazon Q Business connectors.

Enterprise

Enterprise Engineering APIs Accountability

Build a reverse image search engine with Amazon Titan Multimodal Embeddings in Amazon Bedrock and AWS managed services

AWS Machine Learning

NOVEMBER 13, 2024

In the context of generative AI , significant progress has been made in developing multimodal embedding models that can embed various data modalities—such as text, image, video, and audio data—into a shared vector space. Each data point in the database is associated with a vector that encapsulates its attributes or features.

Engineering

Engineering Management APIs Healthcare

6 Ways to Vet Gen AI Vendors for the Contact Center

Interactions

OCTOBER 29, 2024

Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center. There are several ways to work with Gen AI and LLMs, from SaaS applications with embedded Gen AI to custom-built LLMs to applications that bring in Gen AI and LLM capabilities via API. Is it an API model?

Contact Center

Contact Center APIs Analytics SaaS

Reinventing the data experience: Use generative AI and modern data architecture to unlock insights

AWS Machine Learning

JUNE 13, 2023

Implementing a modern data architecture provides a scalable method to integrate data from disparate sources. By organizing data by business domains instead of infrastructure, each domain can choose tools that suit their needs. However, realizing the full benefits requires overcoming some challenges.

APIs

APIs Finance Engineering Analytics

Accelerate AWS Well-Architected reviews with Generative AI

AWS Machine Learning

MARCH 4, 2025

Data privacy and network security With Amazon Bedrock, you are in control of your data, and all your inputs and customizations remain private to your AWS account. Your data remains in the AWS Region where the API call is processed. All data is encrypted in transit and at rest.

Best practices

Best practices Enterprise Engineering Strategic Value

How Mend.io unlocked hidden patterns in CVE data with Anthropic Claude on Amazon Bedrock

AWS Machine Learning

JULY 18, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI.

APIs

APIs Technology Analytics Benchmark

How to Evaluate Call Center Software Vendors for Customer Data Platform Solutions

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). Managing customer data is nothing new.

call center software

call center software Call Center APIs Contact Center

How Travelers Insurance classified emails with Amazon Bedrock and prompt engineering

AWS Machine Learning

JANUARY 31, 2025

However, there are benefits to building an FM-based classifier using an API service such as Amazon Bedrock, such as the speed to develop the system, the ability to switch between models, rapid experimentation for prompt engineering iterations, and the extensibility into other related classification tasks. Each page is saved as an image.

Engineering

Engineering Enterprise APIs Consulting

Boost agent productivity with Salesforce integration for Live Call Analytics

AWS Machine Learning

JUNE 21, 2023

The Live Call Analytics with Agent Assist (LCA) open-source solution addresses these challenges by providing features such as AI-powered agent assistance, call transcription, call summarization, and much more. Under Available OAuth Scopes , choose Manage user data via APIs (api). We’ve all been there. Choose Save.

Analytics

Analytics APIs CRM Contact Center

Guest Blog: Don’t Waste My Precious Time

ShepHyken

MAY 5, 2017

In case you think the horror is confined to voice interactions, don’t forget the sense of dread you feel when clicking through 13 webpages on your smartphone while your data charges rack up just to reach the appropriate contact button. Insight technologies that deliver personalization and predictive analytics. Three-quarters of U.S.

Self service

Self service APIs Surveys Analytics

Intelligent healthcare forms analysis with Amazon Bedrock

AWS Machine Learning

AUGUST 13, 2024

Generative artificial intelligence (AI) provides an opportunity for improvements in healthcare by combining and analyzing structured and unstructured data across previously disconnected silos. Figure 1: Architecture – Standard Form – Data Extraction & Storage.

Healthcare

Healthcare APIs Consulting Consulting

Build an agronomic data platform with Amazon SageMaker geospatial capabilities

AWS Machine Learning

DECEMBER 1, 2022

Data-driven decisions fueled by near-real-time insights can enable farmers to close the gap on increased food demand. However, scouting each field on a frequent basis for large fields and farms is not feasible, and successful risk mitigation requires an integrated agronomic data platform that can bring insights at scale.

APIs

APIs Analytics Engineering Technology

The Essential Guide to WFM – Key Features to Look For

CCNG

MAY 30, 2024

Forecasting Core Features The Ability to Consume Historical Data Whether it’s from a copy/paste of a spreadsheet or an API connection, your WFM platform must have the ability to consume historical data. However, it’s helpful to capture those events and store them for future use.

Abandon rate

Abandon rate CCNG Average Handle Time Contact Center

Simplify data prep for generative AI with Amazon SageMaker Data Wrangler

AWS Machine Learning

NOVEMBER 27, 2023

However, these models require massive amounts of clean, structured training data to reach their full potential. Most real-world data exists in unstructured formats like PDFs, which requires preprocessing before it can be used effectively. According to IDC , unstructured data accounts for over 80% of all business data today.

Engineering

Engineering APIs Big data Accountability

How Untold Studios empowers artists with an AI assistant built on Amazon Bedrock

AWS Machine Learning

FEBRUARY 7, 2025

Our commitment to innovation led us to a pivotal challenge: how to harness the power of machine learning (ML) to further enhance our competitive edge while balancing this technological advancement with strict data security requirements and the need to streamline access to our existing internal resources.

Entertainment

Entertainment APIs Technology Feedback

Detect anomalies in manufacturing data using Amazon SageMaker Canvas

AWS Machine Learning

FEBRUARY 15, 2024

With the use of cloud computing, big data and machine learning (ML) tools like Amazon Athena or Amazon SageMaker have become available and useable by anyone without much effort in creation and maintenance. This dilemma hampers the creation of efficient models that use data to generate business-relevant insights.

Metrics

Metrics Analytics APIs Big data

2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions

Calabrio

MARCH 4, 2025

In addition to enabling communications, omnichannel contact center software typically tracks interactions, automates workflows, and provides data insights to improve performance. Data-Driven Insights, Continuous Improvement The integrated nature of an omnichannel contact center provides valuable data insights.

Contact Center

Contact Center Contact center software Multichannel APIs

Dynamic video content moderation and policy evaluation using AWS generative AI services

AWS Machine Learning

MAY 30, 2024

The frontend UI interacts with the extract microservice through a RESTful interface provided by Amazon API Gateway. It offers details of the extracted video information and includes a lightweight analytics UI for dynamic LLM analysis. Detect generic objects and labels using the Amazon Rekognition label detection API.

Advertising

Advertising APIs Education Analytics

How Twilio generated SQL using Looker Modeling Language data with Amazon Bedrock

AWS Machine Learning

AUGUST 8, 2024

Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales and marketing to growth, customer service, and many more engagement use cases in a flexible, programmatic way. Data is the foundational layer for all generative AI and ML applications.

Engineering

Engineering Accountability Feedback Construction

How to redact PII data in conversation transcripts

AWS Machine Learning

DECEMBER 23, 2022

As organizations incorporate machine learning (ML) and analytics into their applications, using this data can provide insights on how to create more seamless customer experiences. However, the presence of PII information often restricts the use of this data. Let’s review how we can redact this PII data in the transcript.

APIs

APIs Engineering Analytics Call Center

Real-time fraud detection using AWS serverless and machine learning services

AWS Machine Learning

MARCH 10, 2023

We show how you can apply this approach to various data streaming and event-driven architectures, depending on the desired outcome and actions to take to prevent fraud (such as alert the user about the fraud or flag the transaction for additional review). Call the Amazon Fraud Detector API using the GetEventPrediction action.

APIs

APIs Banking Accountability Analytics

Build ML features at scale with Amazon SageMaker Feature Store using data from Amazon Redshift

AWS Machine Learning

AUGUST 17, 2023

Amazon Redshift is the most popular cloud data warehouse that is used by tens of thousands of customers to analyze exabytes of data every day. It provides a single web-based visual interface where you can perform all ML development steps, including preparing data and building, training, and deploying models.

APIs

APIs Engineering Scripts Analytics

Generate training data and cost-effectively train categorical models with Amazon Bedrock

Build a multi-tenant generative AI environment for your enterprise on AWS

Trending Sources

Build a video insights and summarization engine using generative AI with Amazon Bedrock

Integrate generative AI capabilities into Microsoft Office using Amazon Bedrock

From innovation to impact: How AWS and NVIDIA enable real-world generative AI success

Track LLM model evaluation using Amazon SageMaker managed MLflow and FMEval

Empower your generative AI application with a comprehensive custom observability solution

Reducing hallucinations in LLM agents with a verified semantic cache using Amazon Bedrock Knowledge Bases

Speech Analytics: Garbage in, Garbage Out

Data security and AI: How to use Copilot AI without exposing sensitive data

Enhance customer service efficiency with AI-powered summarization using Amazon Transcribe Call Analytics

CBRE and AWS perform natural language queries of structured data using Amazon Bedrock

Streamline RAG applications with intelligent metadata filtering using Amazon Bedrock

Principal Financial Group uses QnABot on AWS and Amazon Q Business to enhance workforce productivity with generative AI

Redact sensitive data from streaming data in near-real time using Amazon Comprehend and Amazon Kinesis Data Firehose

Modernizing data science lifecycle management with AWS and Wipro

Access Snowflake data using OAuth-based authentication in Amazon SageMaker Data Wrangler

AI-powered assistants for investment research with multi-modal data: An application of Agents for Amazon Bedrock

Generating value from enterprise data: Best practices for Text2SQL and generative AI

Uncover hidden connections in unstructured financial data with Amazon Bedrock and Amazon Neptune

Intelligent document processing with AWS AI and Analytics services in the insurance industry: Part 2

Federated Learning on AWS with FedML: Health analytics without sharing sensitive data – Part 1

Derive generative AI powered insights from Alation Cloud Services using Amazon Q Business Custom Connector

Build a reverse image search engine with Amazon Titan Multimodal Embeddings in Amazon Bedrock and AWS managed services

6 Ways to Vet Gen AI Vendors for the Contact Center

Reinventing the data experience: Use generative AI and modern data architecture to unlock insights

Accelerate AWS Well-Architected reviews with Generative AI

How Mend.io unlocked hidden patterns in CVE data with Anthropic Claude on Amazon Bedrock

How to Evaluate Call Center Software Vendors for Customer Data Platform Solutions

How Travelers Insurance classified emails with Amazon Bedrock and prompt engineering

Boost agent productivity with Salesforce integration for Live Call Analytics

Guest Blog: Don’t Waste My Precious Time

Intelligent healthcare forms analysis with Amazon Bedrock

Build an agronomic data platform with Amazon SageMaker geospatial capabilities

The Essential Guide to WFM – Key Features to Look For

Simplify data prep for generative AI with Amazon SageMaker Data Wrangler

How Untold Studios empowers artists with an AI assistant built on Amazon Bedrock

Detect anomalies in manufacturing data using Amazon SageMaker Canvas

2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions

Dynamic video content moderation and policy evaluation using AWS generative AI services

How Twilio generated SQL using Looker Modeling Language data with Amazon Bedrock

How to redact PII data in conversation transcripts

Real-time fraud detection using AWS serverless and machine learning services

Build ML features at scale with Amazon SageMaker Feature Store using data from Amazon Redshift

Stay Connected