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Cutting Through the Buzzwords of AI in the Contact Center

CCNG

There are many types of AI, however, 95% of AI is being utilized effectively and most of the innovation in the contact center is based on Generative and Analytical. Analytical AI analyzes large amounts of data and processes quickly, sometimes in real-time, and creates actionable insights from that data.

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Improving air quality with generative AI

AWS Machine Learning

The attempt is disadvantaged by the current focus on data cleaning, diverting valuable skills away from building ML models for sensor calibration. The data is then stored in Amazon S3 (Step 10) and can be published to OpenAQ so other organizations can use the calibrated air quality data.

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How To Set Up Excellent Call Center Calibration sessions?

NobelBiz

Calibration sessions serve this purpose for call centers. This article decodes the function and best practices for call calibration. Key Points: Call Center Calibration measures how well the call center works as a whole. You must assist the call center in ensuring the accuracy of its quality measurement procedures.

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Predict football punt and kickoff return yards with fat-tailed distribution using GluonTS

AWS Machine Learning

With advanced analytics derived from machine learning (ML), the NFL is creating new ways to quantify football, and to provide fans with the tools needed to increase their knowledge of the games within the game of football. Furthermore, we looked at the probability of a touchdown and probability plots to evaluate calibration.

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Call Center Insights in 2025: Enhance the Customer Experience

Balto

Real-Time Call Center Insights Dashboard Introduction to Call Center Insights Call center analytics transforms raw operational data into actionable intelligence, enabling businesses to improve customer experience while optimizing agent performance. Modern analytics platforms examine everything from call volume patterns to customer sentiment.

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Face-off Probability, part of NHL Edge IQ: Predicting face-off winners in real time during televised games

AWS Machine Learning

Based on 10 years of historical data, hundreds of thousands of face-offs were used to engineer over 70 features fed into the model to provide real-time probabilities. By continuously listening to NHL’s expertise and testing hypotheses, AWS’s scientists engineered over 100 features that correlate to the face-off event.

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GenAI Is Revolutionizing Conversation Analytics

DMG Consulting

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.