AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 121

Analytics Interactive Voice Response Average Handle Time Contact Center 121

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. Rocket tapped into a crucial insight: 81% of consumers prefer self-service options. The following diagram illustrates the solution architecture.

Analytics 121

Analytics First call resolution Banking Interactive Voice Response 121

Connect

APRIL 14, 2025

For instance, integrating AI technologies into chatbots, such as natural language processing (NLP) and machine learning (ML), can offload customer service interactions from agents onto AI-powered self-service channels, empowering contact centre operators to handle higher call volumes. About ‘ Connect.

Average Handle Time 66

Average Handle Time Chatbots First call resolution Cloud contact 66

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. This gives us the best of both worlds, enabling WaFd to serve its clients in the best way possible.”

Cloud contact 96

Cloud contact Self service Contact Center Virtual Agent 96

Calabrio

APRIL 23, 2025

Digital-first consumers increasingly expect instant, 24/7 access to support, as well as seamless service across multiple channels. While digital self-service is becoming more common and much more capable, human support remains essentialand, for many, expectedfor handling customers complex or emotional issues.

Contact Center 52

Contact Center Coaching Engineering Analytics 52

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 107

Enterprise Engineering APIs Accountability 107

Connect

APRIL 23, 2025

They also operate 24/7, ensuring always-on support that enhances the overall service experience. Predictive analytics Predictive analytics tools use AI to analyse historical data and amongst other things anticipate and pre-empt customer needs and call volumes.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. It is the percentage of customer questions that could/should be handled in self-service by the customer. Reuben Kats @grab_results. Tracking the inbound calls.

Call Center 561

Call Center Metrics Contact Center Wait times 561

TechSee

OCTOBER 2, 2018

The digital twin concept impacts a wide range of domains, from engineering to architecture to aerospace. Here are some sample use cases: Predictive analytics and maintenance. Self-Service. Just as in our example of the smart screw, the impact of digital twins on the consumer mass market has the potential to be huge.

Technology 176

Technology Customer Support Technical Support Self service 176

Mindtouch

OCTOBER 23, 2017

As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. Human Preference.

Self service 65

Self service Upselling SaaS Customer Support 65

Zappix

JANUARY 3, 2024

With high-profile customers and industry-leading partners, Zappix is changing how consumers connect with businesses by bringing On-Demand Digital Customer Service and Visual Self-Service solutions to the market. The post Pre-Sales Engineer appeared first on Zappix.

Engineering 52

Engineering Sales Self service Big data 52

TechSee

OCTOBER 9, 2018

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Support the DIY culture: Focus on consumer enablement and empowerment through self-service. With big data and advanced analytics readily available, companies can provide Millennials with the acknowledgement they demand.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ConvergeOne

JANUARY 23, 2024

With customer experience at the core of its mission, Press Ganey set out to design a cloud-hosted, self-service platform that would give providers access to dashboards with insights and advanced analytics. This platform would help providers improve safety, clinical excellence, workforce engagement, and the patient experience.

Healthcare 104

Healthcare Self service Engineering Analytics 104

HGS

OCTOBER 30, 2014

Self-service platforms are gaining in popularity because they allow consumers to take control of solving their own problem. The self-service trend doesn’t mean the end of voice service. Think about the last time you booked an airline ticket or placed an order for a product.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

CSM Magazine

NOVEMBER 26, 2024

Predictive Analytics Predictive analytics allows businesses to anticipate customer needs by analyzing past behavior to identify patterns and forecast future actions. This customer engagement technology strengthens relationships by aligning services with customer goals, building trust and satisfaction.

Finance 52

Finance Chatbots Banking Analytics 52

AWS Machine Learning

NOVEMBER 7, 2024

Prompt engineering is typically an iterative process, and teams experiment with different techniques and prompt structures until they reach their target outcomes. For implementation details, refer to part 1 of this series, Build an internal SaaS service with cost and usage tracking for foundation models on Amazon Bedrock.

Enterprise 116

Enterprise APIs Government Accountability 116

AWS Machine Learning

OCTOBER 20, 2023

This framework’s federated approach allows the central platform engineering team to set some high-level policies and standards, but also gives LOB teams flexibility to adapt based on local needs. In addition, the administrator sets up a variety of organization units (OUs) and initial accounts to support your ML and analytics workflows.

Government 136

Government Engineering Accountability Enterprise 136

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

TechSee

APRIL 10, 2018

By turning a potential threat into a secret weapon, BPOs utilize the power of technology as a strategic differentiator, as well as an additional revenue source and growth engine. Embracing technology provides BPO with the opportunity to own the automated self service part of the process. Customer-Driven Opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Natalie Petouhof

FEBRUARY 1, 2016

the collaborative data company, to deliver a collaborative data catalog that brings trust in data to self-service analytics. . For example, eBay was recently honored at Teradata PARTNERS Conference and Expo with a Teradata EPIC Award for its self-service analytics with Alation. What Does This Mean To You?

Self service 40

Self service Analytics Big data Engineering 40

AWS Machine Learning

NOVEMBER 24, 2023

With that, the need for data scientists and machine learning (ML) engineers has grown significantly. Data scientists and ML engineers require capable tooling and sufficient compute for their work. JuMa is now available to all data scientists, ML engineers, and data analysts at BMW Group.

Engineering 110

Engineering Analytics Self service Government 110

ShepHyken

JUNE 6, 2024

This also includes offering self-service and outbound capabilities, which reduces burden on agents who are then able to use the time saved to improve their skills and focus on goals that drive the business forward. Businesses should look to level up their tech stacks to include tools that allow agents to take their skillsets to the next level.

Contact Center 160

Contact Center Self service CRM Engineering 160

CSM Magazine

JULY 22, 2022

Field service teams can use the metaverse to train engineers but also trial new parts and experiment with repair techniques. Machines and their environments can be mirrored, monitored and enhanced, giving service teams a real-time simulation and vision. Self-service and sustainability: the evolution of product design.

Engineering 109

Engineering Self service Government Healthcare 109

Hodusoft

APRIL 24, 2025

Offering consistent service across all platforms not only enhances customer experience but also increases customer satisfaction and retention. Personalized Interactions That Build Loyalty Contact center solutions help agents deliver tailored services by leveraging analytics and AI.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

Calabrio

FEBRUARY 27, 2025

And well discuss some tried-and-true best practices and cutting-edge tools, cutting through the noise to help you truly transform your call center into a high-performing engine that fuels customer loyalty and growth. Leverage Analytics for Consistent Evaluation Optimizing agent performance requires going beyond individual call evaluations.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Hodusoft

JANUARY 17, 2025

At HoduSoft, we have helped many microfinance companies in reducing their average waiting time and taking their customer service operations to an altogether whole new level! We have engineered our HoduPBX’s call routing feature to efficiently route all incoming calls to the right agents in a minimal amount of waiting time.

Wait times 52

Wait times Interactive Voice Response Customer Support Call flow 52

TechSee

APRIL 2, 2019

From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. Visual search engine technology from the likes of Pinterest, Bing, Target, and ASOS now enable us to search for images similar to the ones we already have. Image similarity.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

Mindtouch

FEBRUARY 27, 2018

The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy. Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort. Tips for Improving CES Through Self-service.

Self service 48

Self service Customer effort Analytics Metrics 48

CSM Magazine

JANUARY 25, 2022

Intelligent self-service (ISS) experts, 4 Roads, will partner with Contentful, the leading content platform for digital-first businesses, to build bespoke online communities for its clients, which include Olympus, Aston Martin and Hitachi. About 4 Roads. The Customer Engagement Company. Learn more at Verint.com.

Self service 52

Self service APIs Chatbots Engineering 52

AWS Machine Learning

NOVEMBER 1, 2023

Now a part of Reveal’s AI-powered eDiscovery platform, Logikcull is a self-service solution that allows legal professionals to process, review, tag, and produce electronic documents as part of a lawsuit or investigation. Søren Blond Daugaard is a Staff Engineer in the Data Engineering team at Logikcull – A Reveal Technology.

APIs 124

APIs Government Engineering Telecommunications 124

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 52

Contact Center Contact center software Multichannel APIs 52

Solvvy

SEPTEMBER 7, 2022

It’s easy to build, deploy, and scale—Solvvy doesn’t require engineering teams to set up and delivers results from the first minute it’s live. Solvvy’s Analytics give support leaders powerful insights into everything from how their team is performing to issues with the product. <<

Customer Support 106

Customer Support Self service Engineering Analytics 106

DMG Consulting

FEBRUARY 25, 2019

Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. The future of this process is analytics-enabled QM (AQM).

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

AWS Machine Learning

FEBRUARY 29, 2024

At Deutsche Bahn, a dedicated AI platform team manages and operates the SageMaker Studio platform, and multiple data analytics teams within the organization use the platform to develop, train, and run various analytics and ML activities. The AI team does not have AWS Management Console access to the AI platform team’s account.

APIs 133

APIs Transportation Construction Analytics 133

CSM Magazine

FEBRUARY 9, 2021

Encourage self-service guided advice – at EBI.AI This gives them advice about how to remedy the fault or direct access to an engineer or handyman to book a visit. Good for tenants and good for promoting local businesses and services. Tenants use the AI to report maintenance and repair issues via the website or app.

Self service 59

Self service Marketing Automotive Transportation 59

AWS Machine Learning

FEBRUARY 28, 2023

In today’s highly competitive market, performing data analytics using machine learning (ML) models has become a necessity for organizations. For example, in the healthcare industry, ML-driven analytics can be used for diagnostic assistance and personalized medicine, while in health insurance, it can be used for predictive care management.

Healthcare 101

Healthcare Analytics Engineering Self service 101

Noble Systems

MAY 20, 2021

Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. Speech analytics is another branch of speech technologies. Missed part 1?

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98