Analytics, APIs and Engineering - Customer Contact Central

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

AWS Machine Learning

OCTOBER 29, 2024

This post presents a solution where you can upload a recording of your meeting (a feature available in most modern digital communication services such as Amazon Chime ) to a centralized video insights and summarization engine. This post provides guidance on how you can create a video insights and summarization engine using AWS AI/ML services.

Engineering

Engineering APIs Sales Enterprise

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

AWS Machine Learning

NOVEMBER 13, 2024

A reverse image search engine enables users to upload an image to find related information instead of using text-based queries. The Amazon Bedrock single API access, regardless of the models you choose, gives you the flexibility to use different FMs and upgrade to the latest model versions with minimal code changes.

Engineering

Engineering Management APIs Healthcare

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.

Engineering

Engineering Enterprise APIs Consulting

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. Incoming requests to the gateway go through this point.

Enterprise

Enterprise APIs Government Accountability

Integrate generative AI capabilities into Microsoft Office using Amazon Bedrock

AWS Machine Learning

MARCH 19, 2025

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. AWS Lambda handles the REST API integration, processing the requests and invoking the appropriate AWS services.

APIs

APIs Automotive Accountability Analytics

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

AWS Machine Learning

FEBRUARY 21, 2025

Solution overview Our solution implements a verified semantic cache using the Amazon Bedrock Knowledge Bases Retrieve API to reduce hallucinations in LLM responses while simultaneously improving latency and reducing costs. The function checks the semantic cache (Amazon Bedrock Knowledge Bases) using the Retrieve API.

Engineering

Engineering APIs Analytics Enterprise

Track LLM model evaluation using Amazon SageMaker managed MLflow and FMEval

AWS Machine Learning

JANUARY 28, 2025

By documenting the specific model versions, fine-tuning parameters, and prompt engineering techniques employed, teams can better understand the factors contributing to their AI systems performance. 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

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

AWS Machine Learning

MARCH 19, 2025

They use a highly optimized inference stack built with NVIDIA TensorRT-LLM and NVIDIA Triton Inference Server to serve both their search application and pplx-api, their public API service that gives developers access to their proprietary models. The results speak for themselvestheir inference stack achieves up to 3.1

Healthcare

Healthcare Enterprise APIs Transportation

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

Discover insights from Gmail using the Gmail connector for Amazon Q Business

AWS Machine Learning

OCTOBER 31, 2024

This connector allows you to query your Gmail data using Amazon Q Business as your query engine. We provide the service account with authorization scopes to allow access to the required Gmail APIs. After you create the project, on the navigation menu, choose APIs and Services and Library to view the API Library.

APIs

APIs Accountability Enterprise Engineering

Unleashing the power of generative AI: Verisk’s journey to an Instant Insight Engine for enhanced customer support

AWS Machine Learning

MAY 9, 2024

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across over 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

Engineering

Engineering Customer Support APIs Government

Few-shot prompt engineering and fine-tuning for LLMs in Amazon Bedrock

AWS Machine Learning

AUGUST 2, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing FMs from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API. Maintain a measured, objective, and analytical tone throughout the content, avoiding overly conversational or casual language.

Engineering

Engineering Scripts Metrics APIs

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

AWS Machine Learning

NOVEMBER 15, 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.

Chatbots

Chatbots Engineering Enterprise Government

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

AWS Machine Learning

MARCH 27, 2025

This requirement translates into time and effort investment of trained personnel, who could be support engineers or other technical staff, to review tens of thousands of support cases to arrive at an even distribution of 3,000 per category. Sonnet prediction accuracy through prompt engineering. client = boto3.client("bedrock-runtime",

Education

Education Engineering APIs Enterprise

Build generative AI chatbots using prompt engineering with Amazon Redshift and Amazon Bedrock

AWS Machine Learning

FEBRUARY 14, 2024

Amazon Bedrock offers a choice of high-performing foundation models from leading AI companies, including AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon, via a single API. Prompt engineering makes generative AI applications more efficient and effective.

Engineering

Engineering Chatbots Accountability Enterprise

Empower your generative AI application with a comprehensive custom observability solution

AWS Machine Learning

OCTOBER 29, 2024

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

Best practices

Best practices Feedback Metrics APIs

Build an image search engine with Amazon Kendra and Amazon Rekognition

AWS Machine Learning

MAY 5, 2023

To address the problems associated with complex searches, this post describes in detail how you can achieve a search engine that is capable of searching for complex images by integrating Amazon Kendra and Amazon Rekognition. Users may have to manually filter out unsuitable image results when dealing with complex searches.

Engineering

Engineering APIs Scripts Enterprise

Evaluate large language models for your machine translation tasks on AWS

AWS Machine Learning

JANUARY 7, 2025

The solution proposed in this post relies on LLMs context learning capabilities and prompt engineering. The translation playground could be adapted into a scalable serverless solution as represented by the following diagram using AWS Lambda , Amazon Simple Storage Service (Amazon S3), and Amazon API Gateway.

Engineering

Engineering Metrics industry standards Finance

Accelerate AWS Well-Architected reviews with Generative AI

AWS Machine Learning

MARCH 4, 2025

Customizable Uses prompt engineering , which enables customization and iterative refinement of the prompts used to drive the large language model (LLM), allowing for refining and continuous enhancement of the assessment process. Your data remains in the AWS Region where the API call is processed.

Best practices

Best practices Enterprise Engineering Strategic Value

Your guide to generative AI and ML at AWS re:Invent 2024

AWS Machine Learning

NOVEMBER 19, 2024

These sessions, featuring Amazon Q Business , Amazon Q Developer , Amazon Q in QuickSight , and Amazon Q Connect , span the AI/ML, DevOps and Developer Productivity, Analytics, and Business Applications topics. Leave the session inspired to bring Amazon Q Apps to supercharge your teams’ productivity engines.

APIs

APIs Enterprise Best practices Government

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

AWS Machine Learning

FEBRUARY 25, 2025

Headquartered in Redwood City, California, Alation is an AWS Specialization Partner and AWS Marketplace Seller with Data and Analytics Competency. Organizations trust Alations platform for self-service analytics, cloud transformation, data governance, and AI-ready data, fostering innovation at scale. secrets_manager_client = boto3.client('secretsmanager')

Enterprise

Enterprise Engineering APIs Accountability

Build an Amazon SageMaker Model Registry approval and promotion workflow with human intervention

AWS Machine Learning

JANUARY 10, 2024

Specialist Data Engineering at Merck, and Prabakaran Mathaiyan, Sr. ML Engineer at Tiger Analytics. The solution uses AWS Lambda , Amazon API Gateway , Amazon EventBridge , and SageMaker to automate the workflow with human approval intervention in the middle. This post is co-written with Jayadeep Pabbisetty, Sr.

APIs

APIs Construction Engineering Analytics

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

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

Calabrio

MARCH 4, 2025

Omnichannel contact center software is the engine that powers this unified view. In the meantime, if you follow the right best practices, you can open up a competitive advantage, turning your contact center into not only a hub for quality service but also an engine of growth. Reporting and Analytics: Its all about visibility.

Contact Center

Contact Center Contact center software Multichannel APIs

How to Successfully Implement Customer Journey Analytics – Part 1

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics. By Swati Sahai.

Analytics

Analytics Government Metrics APIs

How Vericast optimized feature engineering using Amazon SageMaker Processing

AWS Machine Learning

MAY 3, 2023

One aspect of this data preparation is feature engineering. Feature engineering refers to the process where relevant variables are identified, selected, and manipulated to transform the raw data into more useful and usable forms for use with the ML algorithm used to train a model and perform inference against it.

Engineering

Engineering Metrics APIs Big data

New Amazon HealthLake capabilities enable next-generation imaging solutions and precision health analytics

AWS Machine Learning

NOVEMBER 15, 2022

From developing public health analytics hubs, to improving health equity and patient outcomes, to developing a COVID-19 vaccine in just 65 days, our customers are utilizing machine learning (ML) and the cloud to address some of healthcare’s biggest challenges and drive change toward more predictive and personalized care.

Analytics

Analytics Healthcare Engineering Enterprise

Does your Call Recorder Prime or Prevent Analytics?

OrecX

MARCH 23, 2023

Conversational analytics is the name of the game today in the call recording world. According to leading conversational analytics provider, CallMiner, " Conversational analytics delivers clear insight into the mindset of the customer by monitoring and analyzing their behavior and emotion during every interaction.

Analytics

Analytics voip APIs Engineering

Learn how Amazon Ads created a generative AI-powered image generation capability using Amazon SageMaker

AWS Machine Learning

MAY 15, 2024

With that goal, Amazon Ads has used artificial intelligence (AI), applied science, and analytics to help its customers drive desired business outcomes for nearly two decades. Here, Amazon SageMaker Ground Truth allowed ML engineers to easily build the human-in-the-loop workflow (step v). Burak is still a research affiliate in MIT.

Advertising

Advertising APIs Engineering Benchmark

Bring legacy machine learning code into Amazon SageMaker using AWS Step Functions

AWS Machine Learning

MARCH 15, 2023

The best practice for migration is to refactor these legacy codes using the Amazon SageMaker API or the SageMaker Python SDK. We demonstrate how two different personas, a data scientist and an MLOps engineer, can collaborate to lift and shift hundreds of legacy models. You can easily extend this solution to add more functionality.

Scripts

Scripts APIs Engineering Construction

How Marubeni is optimizing market decisions using AWS machine learning and analytics

AWS Machine Learning

MARCH 8, 2023

MPII is using a machine learning (ML) bid optimization engine to inform upstream decision-making processes in power asset management and trading. MPII’s bid optimization engine solution uses ML models to generate optimal bids for participation in different markets. in Electrical Engineering and a B.S. in Computer Engineering.

Marketing

Marketing Analytics APIs Engineering

How Reveal’s Logikcull used Amazon Comprehend to detect and redact PII from legal documents at scale

AWS Machine Learning

NOVEMBER 1, 2023

Overview of solution The overarching goal for the engineering team is to detect and redact PII from millions of legal documents for their customers. Using Reveal’s Logikcull solution, the engineering team implemented two processes, namely first pass PII detection and second pass PII detection and redaction.

APIs

APIs Government Engineering Telecommunications

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

AWS Machine Learning

JANUARY 4, 2024

Specifically, we discuss the following: Why do we need Text2SQL Key components for Text to SQL Prompt engineering considerations for natural language or Text to SQL Optimizations and best practices Architecture patterns Why do we need Text2SQL? Effective prompt engineering is key to developing natural language to SQL systems.

Best practices

Best practices Enterprise Engineering APIs

Build a serverless exam generator application from your own lecture content using Amazon Bedrock

AWS Machine Learning

MAY 15, 2024

This post demonstrates how to use advanced prompt engineering to control an LLM’s behavior and responses. The Amazon Bedrock API returns the output Q&A JSON file to the Lambda function. The container image sends the REST API request to Amazon API Gateway (using the GET method). The Docker engine.

Education

Education APIs Engineering Banking

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

AWS Machine Learning

MAY 30, 2024

AWS Prototyping successfully delivered a scalable prototype, which solved CBRE’s business problem with a high accuracy rate (over 95%) and supported reuse of embeddings for similar NLQs, and an API gateway for integration into CBRE’s dashboards. The following diagram illustrates the web interface and API management layer.

Real estate

Real estate APIs Metrics Construction

Intelligent healthcare forms analysis with Amazon Bedrock

AWS Machine Learning

AUGUST 13, 2024

Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon available through an API, so you can choose from a wide range of FMs to find the model that is best suited for your use case. Lastly, the Lambda function stores the question list in Amazon S3.

Healthcare

Healthcare APIs Consulting Consulting

Stereo Audio Capture Powers Actionable Intelligence

OrecX

JUNE 18, 2020

Oreka AC ( Audio Capture ) provides stereo/dual channel audio recording which meets the broadest set of use cases to achieve better analytics results. Only with dual-channel, speaker separated audio can the transcription engine clearly distinguish the agent's voice from the customers'.

APIs

APIs Engineering Analytics Call Center

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

AWS Machine Learning

JANUARY 13, 2023

Machine learning (ML) presents an opportunity to address some of these concerns and is being adopted to advance data analytics and derive meaningful insights from diverse HCLS data for use cases like care delivery, clinical decision support, precision medicine, triage and diagnosis, and chronic care management.

Analytics

Analytics Healthcare Engineering Government

Achieve operational excellence with well-architected generative AI solutions using Amazon Bedrock

AWS Machine Learning

OCTOBER 2, 2024

It’s a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like Anthropic, Cohere, Meta, Mistral 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.

Government

Government APIs Enterprise Best practices

How Amp on Amazon used data to increase customer engagement, Part 1: Building a data analytics platform

AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. Business intelligence (BI) and analytics.

Analytics

Analytics Engineering Metrics APIs

Boosting RAG-based intelligent document assistants using entity extraction, SQL querying, and agents with Amazon Bedrock

AWS Machine Learning

DECEMBER 6, 2023

Another driver behind RAG’s popularity is its ease of implementation and the existence of mature vector search solutions, such as those offered by Amazon Kendra (see Amazon Kendra launches Retrieval API ) and Amazon OpenSearch Service (see k-Nearest Neighbor (k-NN) search in Amazon OpenSearch Service ), among others.

Analytics

Analytics APIs Engineering Construction

Deploy a Slack gateway for Amazon Bedrock

AWS Machine Learning

JUNE 19, 2024

The Slack application sends the event to Amazon API Gateway , which is used in the event subscription. API Gateway forwards the event to an AWS Lambda function. About the Authors Rushabh Lokhande is a Senior Data & ML Engineer with AWS Professional Services Analytics Practice.

APIs

APIs Engineering Accountability Big data

Schneider Electric leverages Retrieval Augmented LLMs on SageMaker to ensure real-time updates in their ERP systems

AWS Machine Learning

OCTOBER 31, 2023

This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. These filings are available directly on SEC EDGAR or through CorpWatch API.

Healthcare

Healthcare APIs Engineering Accountability

How healthcare payers and plans can empower members with generative AI

AWS Machine Learning

SEPTEMBER 12, 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 unified API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI.

Healthcare

Healthcare APIs Accountability Enterprise

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

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

Trending Sources

How Travelers Insurance classified emails with Amazon Bedrock and prompt engineering

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

Integrate generative AI capabilities into Microsoft Office using Amazon Bedrock

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

Track LLM model evaluation using Amazon SageMaker managed MLflow and FMEval

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

Speech Analytics: Garbage in, Garbage Out

Discover insights from Gmail using the Gmail connector for Amazon Q Business

Unleashing the power of generative AI: Verisk’s journey to an Instant Insight Engine for enhanced customer support

Few-shot prompt engineering and fine-tuning for LLMs in Amazon Bedrock

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

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

Build generative AI chatbots using prompt engineering with Amazon Redshift and Amazon Bedrock

Empower your generative AI application with a comprehensive custom observability solution

Build an image search engine with Amazon Kendra and Amazon Rekognition

Evaluate large language models for your machine translation tasks on AWS

Accelerate AWS Well-Architected reviews with Generative AI

Your guide to generative AI and ML at AWS re:Invent 2024

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

Build an Amazon SageMaker Model Registry approval and promotion workflow with human intervention

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

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

How to Successfully Implement Customer Journey Analytics – Part 1

How Vericast optimized feature engineering using Amazon SageMaker Processing

New Amazon HealthLake capabilities enable next-generation imaging solutions and precision health analytics

Does your Call Recorder Prime or Prevent Analytics?

Learn how Amazon Ads created a generative AI-powered image generation capability using Amazon SageMaker

Bring legacy machine learning code into Amazon SageMaker using AWS Step Functions

How Marubeni is optimizing market decisions using AWS machine learning and analytics

How Reveal’s Logikcull used Amazon Comprehend to detect and redact PII from legal documents at scale

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

Build a serverless exam generator application from your own lecture content using Amazon Bedrock

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

Intelligent healthcare forms analysis with Amazon Bedrock

Stereo Audio Capture Powers Actionable Intelligence

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

Achieve operational excellence with well-architected generative AI solutions using Amazon Bedrock

How Amp on Amazon used data to increase customer engagement, Part 1: Building a data analytics platform

Boosting RAG-based intelligent document assistants using entity extraction, SQL querying, and agents with Amazon Bedrock

Deploy a Slack gateway for Amazon Bedrock

Schneider Electric leverages Retrieval Augmented LLMs on SageMaker to ensure real-time updates in their ERP systems

How healthcare payers and plans can empower members with generative AI

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