Customer Interactions

MARCH 11, 2013

Organizations are similarly challenged by the overflow of Big Data from transactions, social media, records, interactions, documents, and sensors. But the ability to correlate and link all of this data, and derive meaningful insights, can offer a great opportunity.

Big data 40

Big data Banking Analytics Best practices 40

ClearAction

APRIL 18, 2015

Use group sharing engines to share documents with strategies and knowledge across departments. Data can be insightful to all of the roles HR takes on in facilitating the company’s CX goals. 60% of companies are now investing in big data and analytics to make HR more data driven. —@tcrawford.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

AWS Machine Learning

AUGUST 13, 2024

The healthcare industry generates and collects a significant amount of unstructured textual data, including clinical documentation such as patient information, medical history, and test results, as well as non-clinical documentation like administrative records. Data Architect, Data Lake at AWS.

Healthcare 117

Healthcare APIs Consulting Consulting 117

DMG Consulting

AUGUST 17, 2017

View this document on the publisher’s website. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. Speech analytics. Customer journey analytics. These 8 Technologies Are Transforming the Contact Center. August 2017.

Contact Center 69

Contact Center Technology Big data Gamification 69

AWS Machine Learning

NOVEMBER 17, 2023

Generative AI models have the potential to revolutionize enterprise operations, but businesses must carefully consider how to harness their power while overcoming challenges such as safeguarding data and ensuring the quality of AI-generated content.

APIs 104

APIs Enterprise Big data Chatbots 104

AWS Machine Learning

FEBRUARY 29, 2024

Knowledge Bases for Amazon Bedrock automates synchronization of your data with your vector store, including diffing the data when it’s updated, document loading, and chunking, as well as semantic embedding. RAG is a popular technique that combines the use of private data with large language models (LLMs). txt) Markdown (.md)

APIs 121

APIs Healthcare Scripts Enterprise 121

AWS Machine Learning

JULY 1, 2024

Keep the data source location as the same AWS account and choose Browse S3. Select the S3 bucket where you uploaded the Amazon shareholder documents and choose Choose. Select the embedding model to vectorize the documents. Choose Sync to index the documents. Choose Next. Choose Create bot.

Self service 109

Self service Chatbots Accountability Finance 109

AWS Machine Learning

SEPTEMBER 6, 2023

The connector also ingests the access control list (ACL) information for each document. Solution overview In our solution, we configure AEM as a data source for an Amazon Kendra search index using the Amazon Kendra AEM connector. The connector also indexes the Access Control List (ACL) information for each message and document.

Management 106

Management Enterprise Analytics Finance 106

Totango

DECEMBER 1, 2021

An agile approach brings the full power of big data analytics to bear on customer success. An agile approach to CS management can be broken down into seven steps: Document your client’s requirements. Document Your Client’s Requirements. Standardize your documentation approach by developing a requirements template.

Government 100

Government Journey mapping Accountability Benchmark 100

DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. By Donna Fluss. Introduction. First Name * Last Name Title Company Phone Email Address *.

Analytics 48

Analytics Consulting Consulting Surveys 48

DMG Consulting

APRIL 10, 2017

Reality Check: Will Customer Journey Analytics Be the Next CRM? View this document on the publisher’s website. The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. By Donna Fluss. CJA’S Role in the Market. CJA is Compelling, But Can it Succeed?

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

AWS Machine Learning

FEBRUARY 28, 2024

The solution in this post aims to bring enterprise analytics operations to the next level by shortening the path to your data using natural language. Second, you might need to build text-to-SQL features for every database because data is often not stored in a single target. We use Anthropic Claude v2.1

Engineering 116

Engineering Best practices Analytics Enterprise 116

Fonolo

DECEMBER 8, 2023

We live in an era of big data, AI, and automation, and the trends that matter in CX this year begin with the abilities – and pain points – ushered in by this technology. For example, big data makes things like hyper-personalized customer service possible, but it also puts enormous stress on data security.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. Companies can then use AI-driven predictive analytics tools to determine customer patterns or trends in order to better target their marketing offers, and enhance their relationship with customers.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

AWS Machine Learning

JUNE 12, 2024

Amazon Q returns the response as a JSON object (detailed in the Amazon Q documentation ). sourceAttributions – The source documents used to generate the conversation response. In Retrieval Augmentation Generation (RAG), this always refers to one or more documents from enterprise knowledge bases that are indexed in Amazon Q.

APIs 117

APIs Enterprise Accountability Feedback 117

NobelBiz

FEBRUARY 22, 2023

In other words, the link between data and customer experience can become a virtuous circle. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics?

Analytics 52

Analytics Contact Center Call Center call center workforce 52

AWS Machine Learning

MARCH 3, 2023

Machine learning (ML) can help companies make better business decisions through advanced analytics. With faster model training times, you can focus on understanding your data and analyzing the impact of the data, and achieve effective business outcomes. About the Authors Ajjay Govindaram is a Senior Solutions Architect at AWS.

Benchmark 77

Benchmark Big data Banking Analytics 77

AWS Machine Learning

JUNE 19, 2024

Imagine the possibilities: Quick and efficient brainstorming sessions, real-time ideation, and even drafting documents or code snippets—all powered by the latest advancements in AI. About the Authors Rushabh Lokhande is a Senior Data & ML Engineer with AWS Professional Services Analytics Practice.

APIs 87

APIs Engineering Accountability Big data 87

AWS Machine Learning

DECEMBER 18, 2023

In this post, we will explore the potential of using MongoDB’s time series data and SageMaker Canvas as a comprehensive solution. MongoDB Atlas MongoDB Atlas is a fully managed developer data platform that simplifies the deployment and scaling of MongoDB databases in the cloud.

Finance 113

Finance APIs Analytics Big data 113

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. TechSee’s technology combines AI with deep machine learning, proprietary algorithms, and Big Data to deliver a scalable cognitive system that becomes smarter with every customer support interaction.

Contact Center 116

Contact Center Technology Self service Call Center 116

NICE inContact

JUNE 9, 2016

This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. In the age of big data, insights around workflow processes and creating better documentation can be lost. A great place to start is speech analytics.

Big data 48

Big data Analytics Contact Center Surveys 48

AWS Machine Learning

MARCH 15, 2024

Create an MLOps deployment package As a part of the FedML documentation, we need to create the client and server packages, which the MLOps platform will distribute to the server and clients to begin training. He entered the big data space in 2013 and continues to explore that area.

Healthcare 110

Healthcare Big data Engineering Accountability 110

Lumoa

SEPTEMBER 30, 2022

Real-time payments have well-documented advantages for both banks and customers, plus this type of technology is already a standard in many financial institutions. . Improving Products and Services Through Big Data. In the past, the biggest challenge wasn’t the collection, but the analysis and interpretation of this data.

Banking 88

Banking Customer Experience Big data Chatbots 88

AWS Machine Learning

NOVEMBER 27, 2023

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. This includes formats like emails, PDFs, scanned documents, images, audio, video, and more.

Engineering 82

Engineering APIs Big data Accountability 82

AWS Machine Learning

NOVEMBER 29, 2023

For the dataset in this use case, you should expect a “Very low quick-model score” high priority warning, and very low model efficacy on minority classes (charged off and current), indicating the need to clean up and balance the data. Refer to Canvas documentation to learn more about the data insights report.

Engineering 111

Engineering Big data Customer centricity Education 111

Branch Mesenger

MAY 2, 2018

Gone went giant, word-packed binders of documents, and the faceless training, and mindless programming. Using Big Data to Make Leadership Advances in the Workplace. While surveys that lead to these results are historically what we’ve had to understand engagement metrics, analytics are far more important.

Engineering 74

Engineering Morale Employee engagement Big data 74

AWS Machine Learning

MARCH 22, 2023

Snowflake is a cloud data platform that provides data solutions for data warehousing to data science. Snowflake is an AWS Partner with multiple AWS accreditations, including AWS competencies in machine learning (ML), retail, and data and analytics. Bosco Albuquerque is a Sr. Matt Marzillo is a Sr.

APIs 79

APIs Engineering Analytics Scripts 79

SharpenCX

NOVEMBER 18, 2020

Ask any contact center leader for data and you’ll likely end up with a hefty pile of metrics and analytics. Most companies can pull up copious documents, spreadsheets and reports with endless data and analytics. But too often, that data just sits there, gathering digital dust.

Contact Center 67

Contact Center Big data Coaching Metrics 67

Connect

DECEMBER 11, 2023

For example, generative AI models can draw from documents to walk customers through various processes or troubleshoot potential issues to transform help desk capabilities. AI-enabled agent assist technology leverages data analytics and big data to feed agents with relevant profile information and historical interaction data in real-time.

Technology 87

Technology Average Handle Time Cloud contact First call resolution 87

AWS Machine Learning

JULY 14, 2022

Through model monitoring, model explainability, analytics, and bias detection, Fiddler provides your company with an easy-to-use single pane of glass to ensure your models are behaving as they should. To simplify this further, the code for this Lambda function is publicly available from Fiddler’s documentation site. You’ve done it!

Enterprise 75

Enterprise Engineering Analytics Big data 75

Natalie Petouhof

OCTOBER 12, 2016

Tweet Digital Performance Management provides companies with the analytics to determine if their customer experience is optimized. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. Big data monitoring and data visualization  .

Management 55

Management Big data Analytics Engineering 55

Calabrio

FEBRUARY 24, 2020

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first.

Management 12

Management Big data Analytics Employee engagement 12

AWS Machine Learning

NOVEMBER 20, 2024

In today’s data-intensive business landscape, organizations face the challenge of extracting valuable insights from diverse data sources scattered across their infrastructure. Create and load sample data In this post, we use two sample datasets: a total sales dataset CSV file and a sales target document in PDF format.

Sales 100

Sales Engineering Big data Enterprise 100

Natalie Petouhof

JUNE 9, 2015

Clients can use document as a source for planning and work closely with both the business and technical teams to ensure success to deliver on the brand’s promise. Evolve commerce with interaction and behavior pattern analytics by putting big data to work. Strive for unity among channel connectivity.

Management 68

Management CRM Government Big data 68

Natalie Petouhof

DECEMBER 1, 2015

In CRM 2016, they’ve enhanced the CRM app for Outlook, delivered templates for their immersive Excel experience, simplified the creation of personalized sales documents in Word and enabled seamless access to contextual CRM documents across SharePoint, Office 365 Groups and OneDrive for Business.

CRM 56

CRM Analytics Sales Self service 56

Natalie Petouhof

SEPTEMBER 8, 2015

Organizations will also have access to their documents within Dynamics CRM via integration with OneDrive for Business and new document generation capabilities. How Does Productivity Affect Customer Engagement? The Microsoft Dynamics CRM 2016 release also introduces Delve functionality into the application.

CRM 58

CRM Analytics Sales Accountability 58