PeopleMetrics

MARCH 6, 2025

Even if you're willing to trust text analytics to fill in gaps, relying heavily on AI to interpret a single open-ended question is risky. Text analytics tools are impressive and improving rapidly, but they're not foolproof. AI and Survey Length AI driven survey engines can enhance shorter surveys by providing adaptive probing.

Surveys 117

Surveys B2C B2B Banking 117

AWS Machine Learning

FEBRUARY 14, 2024

It enables you to privately customize the FMs with your data using techniques such as fine-tuning, prompt engineering, and Retrieval Augmented Generation (RAG), and build agents that run tasks using your enterprise systems and data sources while complying with security and privacy requirements.

Engineering 139

Engineering Chatbots Accountability Enterprise 139

AWS Machine Learning

NOVEMBER 22, 2024

It enables different business units within an organization to create, share, and govern their own data assets, promoting self-service analytics and reducing the time required to convert data experiments into production-ready applications.

Government 98

Government Banking Accountability Engineering 98

AWS Machine Learning

FEBRUARY 21, 2025

About the Authors Dheer Toprani is a System Development Engineer within the Amazon Worldwide Returns and ReCommerce Data Services team. Chaithanya Maisagoni is a Senior Software Development Engineer (AI/ML) in Amazons Worldwide Returns and ReCommerce organization.

Engineering 120

Engineering APIs Analytics Enterprise 120

Balto

MARCH 25, 2025

When I started writing Balto content around 2017, speech analytics was hot. Every contact center software company had a speech analytics perspective and was competing to rank in the top spot on Google. Speech analytics adorned every eBook title, every conference booth banner, every blog post, and every LinkedIn post.

Analytics 40

Analytics Engineering Automotive Contact Center 40

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. He helps enterprise customers in the Northeast U.S.

Engineering 130

Engineering Customer Support APIs Government 130

AWS Machine Learning

NOVEMBER 15, 2024

Additional integrations with services like Amazon Data Firehose , AWS Glue , and Amazon Athena allowed for historical reporting, user activity analytics, and sentiment trends over time through Amazon QuickSight. Dr. Nicki Susman is a Senior Machine Learning Engineer and the Technical Lead of the Principal AI Enablement team.

Chatbots 114

Chatbots Engineering Enterprise Government 114

AWS Machine Learning

DECEMBER 19, 2023

Many businesses already have data scientists and ML engineers who can build state-of-the-art models, but taking models to production and maintaining the models at scale remains a challenge. Just like DevOps combines development and operations for software engineering, MLOps combines ML engineering and IT operations.

Analytics 130

Analytics Engineering Government Best practices 130

AWS Machine Learning

OCTOBER 24, 2024

Business analysts’ ideas to use ML models often sit in prolonged backlogs because of data engineering and data science team’s bandwidth and data preparation activities. It allows data scientists and machine learning engineers to interact with their data and models and to visualize and share their work with others with just a few clicks.

Banking 111

Banking Analytics Engineering Accountability 111

AWS Machine Learning

JANUARY 7, 2025

The solution proposed in this post relies on LLMs context learning capabilities and prompt engineering. Using prompt engineering, we were able to steer the models output by providing sample phrases directly pulled from the TMX file. You should see a noticeable increase in the quality score. He helps customers in the Northeast U.S.

Engineering 108

Engineering Metrics industry standards Finance 108

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 118

Analytics Interactive Voice Response Average Handle Time Contact Center 118

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. To learn more, visit Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. The following diagram illustrates the solution architecture.

Analytics 118

Analytics First call resolution Banking Interactive Voice Response 118

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 105

Management APIs Engineering Metrics 105

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. The quality of prompt (the system prompt, in this case) has significant impact on the model output.

Best practices 97

Best practices Enterprise Engineering Strategic Value 97

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

TeleDirect

DECEMBER 24, 2024

AI-Powered Hyper-Personalization What It Means: Hyper-personalization involves using artificial intelligence (AI) and advanced analytics to deliver uniquely tailored experiences to each customer. AI Advancements: Machine learning and predictive analytics make it easier to understand customer behavior and anticipate needs.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Older citizens, the unhealthy, and those in low-income areas have always been targets for social engineering. You can also inform them of their increased vulnerability.

Call Center 345

Call Center Contact Center Finance Consulting 345

AWS Machine Learning

FEBRUARY 21, 2025

Thats why we use advanced technology and data analytics to streamline every step of the homeownership experience, from application to closing. Data refinement: Raw data is refined into consumable layers (raw, processed, conformed, and analytical) using a combination of AWS Glue extract, transform, and load (ETL) jobs and EMR jobs.

Engineering 72

Engineering Finance Accountability Analytics 72

AWS Machine Learning

NOVEMBER 12, 2024

In this blog post, we demonstrate prompt engineering techniques to generate accurate and relevant analysis of tabular data using industry-specific language. NOTE : Since we used an SQL query engine to query the dataset for this demonstration, the prompts and generated outputs mention SQL below. Varun Mehta is a Sr.

Engineering 108

Engineering Real estate Government Big data 108

ShepHyken

APRIL 1, 2019

AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases. Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support.

Customer Service 257

Customer Service Chatbots Engineering Analytics 257

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. We expect to release version 4.2.2

Education 92

Education Engineering APIs Enterprise 92

AWS Machine Learning

MARCH 19, 2025

Behind this achievement lies a story of rigorous engineering for safety and reliabilityessential in healthcare where stakes are extraordinarily high. Prior to his current role, he was Vice President, Relational Database Engines where he led Amazon Aurora, Redshift, and DSQL.

Healthcare 118

Healthcare Enterprise APIs Transportation 118

CCNG

MARCH 6, 2024

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.

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

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 104

Engineering APIs Scripts Enterprise 104

OctopusTech

JULY 25, 2024

Including keywords in video titles, descriptions, captions, and the videos themselves makes them more easily discoverable in search engines. Videos on the first page of Google results get clicked about 41% of the time according to Search Engine Journal. Ongoing video analytics help fuel continuous SEO improvement.

Marketing 126

Marketing Real estate Engineering Analytics 126

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.

Enterprise 93

Enterprise Engineering APIs Accountability 93

AWS Machine Learning

OCTOBER 28, 2024

Examples include financial systems processing transaction data streams, recommendation engines processing user activity data, and computer vision models processing video frames. Data Scientist at AWS, bringing a breadth of data science, ML engineering, MLOps, and AI/ML architecting to help businesses create scalable solutions on AWS.

Scripts 109

Scripts Metrics Engineering Analytics 109

AWS Machine Learning

MARCH 18, 2025

Audio-to-text transcription The recorded audio files are securely transmitted to a speech-to-text engine, which converts the spoken words into text format. Her work has been focused on in the areas of business intelligence, analytics, and AI/ML. He helps customers implement big data, machine learning, and analytics solutions.

Healthcare 84

Healthcare Analytics Consulting Consulting 84

AWS Machine Learning

OCTOBER 29, 2024

Yanyan graduated from Texas A&M University with a PhD in Electrical Engineering. Getting started To help you get started with the observability solution, we have provided example notebooks in the attached GitHub repository , covering knowledge bases, evaluation, and agents for Amazon Bedrock.

Best practices 111

Best practices Feedback Metrics APIs 111

CX Global Media

AUGUST 8, 2019

You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. And the way we’ve done that is we built something called scanner, it’s a semantic search query engine, and we have a builder that you just describe kind of the story of a call. Additional Resources.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. This approach enhances cost-effectiveness and performance to promote high-quality interactions.

Analytics 82

Analytics Management Accountability Engineering 82

AWS Machine Learning

FEBRUARY 21, 2025

Compound AI system and the DSPy framework With the rise of generative AI, scientists and engineers face a much more complex scenario to develop and maintain AI solutions, compared to classic predictive AI. With a background in AI/ML, data science, and analytics, Yunfei helps customers adopt AWS services to deliver business results.

Benchmark 86

Benchmark Metrics Engineering Feedback 86

AWS Machine Learning

FEBRUARY 5, 2025

Previously, OfferUps search engine was built with Elasticsearch (v7.10) on Amazon Elastic Compute Cloud (Amazon EC2), using a keyword search algorithm to find relevant listings. By using Amazon OpenSearch Service as a vector database, you can combine traditional search, analytics, and vector search into one comprehensive solution.

Engineering 79

Engineering Metrics Analytics Marketing 79

OrecX

MAY 25, 2022

Conversational analytics engines automatically identify these words and can alert managers, team leaders and/or quality evaluators who can use those relevant sections of an interaction to better coach underperforming agents. When this happens, the transcription engine has trouble discerning what each individual said.

Engineering 127

Engineering Analytics Coaching Accountability 127

Cincom

FEBRUARY 21, 2025

Features to Look for in CPQ Applications 1- Dynamic Product Configuration A CPQ system includes a dynamic, rules-based engine that can handle intricate product configurations. Sales teams can generate accurate configurations by automating dependencies, constraints, and compatibility checks without any engineering inputs.

Engineering 40

Engineering CRM Analytics Sales 40

Outsource Consultants

FEBRUARY 25, 2025

Are you leveraging call centers to turn support into a revenue engine? Leverage Data Analytics for Targeted Campaigns Data analytics plays a vital role in boosting ecommerce sales through call centers. Advanced analytics tools convert raw data into actionable intelligence, driving immediate sales and long-term strategy.

Call Center 67

Call Center Sales outsourcing Technical Support 67