AWS Machine Learning

JULY 1, 2024

Generative artificial intelligence (AI)-powered chatbots play a crucial role in delivering human-like interactions by providing responses from a knowledge base without the involvement of live agents. You can simply connect QnAIntent to company knowledge sources and the bot can immediately handle questions using the allowed content.

Self service 125

Self service Chatbots Accountability Finance 125

Calabrio

FEBRUARY 20, 2025

Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. Read more on how analytics improve AI bot performance.

Self service 64

Self service Chatbots Analytics Contact Center 64

Help Scout

AUGUST 24, 2021

Luckily, there’s a tool that addresses that very issue: knowledge base software. What is knowledge base software? Knowledge base software is a tool that allows you to create, store, organize, manage, and share self-service content with an audience. What are the different types of knowledge base software?

Enterprise 107

Enterprise Customer Support Feedback Self service 107

AWS Machine Learning

NOVEMBER 20, 2024

One of its key features, Amazon Bedrock Knowledge Bases , allows you to securely connect FMs to your proprietary data using a fully managed RAG capability and supports powerful metadata filtering capabilities. Context recall – Assesses the proportion of relevant information retrieved from the knowledge base.

Construction 116

Construction APIs Metrics Accountability 116

AWS Machine Learning

OCTOBER 29, 2024

We have built a custom observability solution that Amazon Bedrock users can quickly implement using just a few key building blocks and existing logs using FMs, Amazon Bedrock Knowledge Bases , Amazon Bedrock Guardrails , and Amazon Bedrock Agents.

Best practices 110

Best practices Feedback Metrics APIs 110

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. “Remove and replace the traditional knowledge verification process. .”

Call Center 345

Call Center Banking Contact Center Accountability 345

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

Callminer

MARCH 2, 2020

Higher scores correlate strongly with a high first call resolution rate, signaling an appropriate level of knowledge and competency among your agents. To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

ShepHyken

SEPTEMBER 7, 2023

Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Support and troubleshooting Offer technical training sessions role-playing for support scenarios, and provide a knowledge base or internal FAQ for common issues.

B2C 346

B2C Customer centricity Feedback Upselling 346

AWS Machine Learning

MARCH 4, 2025

Knowledge base integration Incorporates up-to-date WAFR documentation and cloud best practices using Amazon Bedrock Knowledge Bases , providing accurate and context-aware evaluations. These documents form the foundation of the RAG architecture. Metadata filtering is used to improve retrieval accuracy.

Best practices 108

Best practices Enterprise Engineering Strategic Value 108

Callminer

FEBRUARY 23, 2021

Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.” Omnichannel analytics will be used to unify and improve CX. While it’s still pretty rare, companies are moving towards video customer service.” ” – Amir P.,

Call Center 376

Call Center Technology Banking Contact Center 376

AWS Machine Learning

MARCH 18, 2025

This transcription then serves as the input for a powerful LLM, which draws upon its vast knowledge base to provide personalized, context-aware responses tailored to your specific situation. These data sources provide contextual information and serve as a knowledge base for the LLM.

Healthcare 84

Healthcare Analytics Consulting Consulting 84

TeleDirect

MARCH 9, 2025

Encourage the use of knowledge bases for quick access to customer information. Upgrade Call Center Technology for Faster Processing Utilize cloud-based call center solutions for seamless connectivity. Implement AI-driven analytics to predict call trends and adjust resources. Q3: How can AI help reduce call wait times?

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

CX Accelerator

JANUARY 7, 2019

Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service. Traditional searching based on keywords yields results but with far less accuracy. Here’s an example from the text analytics world.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

Global Response

MARCH 24, 2025

In this article, well explore what a call center knowledge management system (KMS) is and how it can bridge the gaps between your agents, information storage, and customer service. Read on for a blueprint for building and maintaining a successful knowledge base Key takeaways Why? What is a knowledge management system?

Call Center 62

Call Center Management Abandon rate outsourcing 62

ShepHyken

SEPTEMBER 1, 2017

Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs. If you look closely at your knowledge base traffic, don’t be surprised to find out that fewer than 1% of your customers ever reach your knowledge base, let alone find content it in.

Self service 212

Self service B2B SaaS Enterprise 212

CSM Magazine

MARCH 28, 2025

Offer advanced reporting and analytics for insight into your service teams performance. Support self-service capabilities, like knowledge bases, to empower customers. Jira Service Management Free for up to three users, with features like a shared inbox, knowledge base, live chat, and customer portals.

Customer Service 52

Customer Service B2B Chatbots B2C 52

TechSee

NOVEMBER 27, 2024

Proactive Support   Predictive analytics can anticipate customer needs and potential issues, allowing business leaders to proactively offer solutions and prevent problems before they escalate. This reduces wait times and improves overall efficiency.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

OCTOBER 29, 2021

Your call center knowledge base must integrate with all of the channels. So naturally, a KM-based software for call centers makes easier searches possible. The content that is stored in the knowledge base is segregated into different categories, adding a structure to the information and making it simpler to find.

call center software 206

call center software Call Center Customer Support Scripts 206

Calabrio

MARCH 18, 2025

Analytics From Frustration to Adoption: Overcoming Barriers to Effective Chatbot Utilization Share Chatbots have transformed customer service by providing instant, AI-powered support that reduces contact center volume and improves operational efficiency. Explore the Solution

Chatbots 59

Chatbots Self service Analytics Contact Center 59

AWS Machine Learning

JANUARY 21, 2025

Chat-based assistants have become an invaluable tool for providing automated customer service and support. Amazon Bedrock Knowledge Bases provides the capability of amassing data sources into a repository of information. In this post, we demonstrate how to integrate Amazon Lex with Amazon Bedrock Knowledge Bases and ServiceNow.

Self service 83

Self service Best practices Accountability Government 83

AWS Machine Learning

FEBRUARY 7, 2025

The serverless architecture provides scalability and responsiveness, and secure storage houses the studios vast asset library and knowledge base. RAG implementation Our RAG setup uses Amazon Bedrock connectors to integrate with Confluence and Salesforce, tapping into our existing knowledge bases.

Entertainment 78

Entertainment APIs Technology Feedback 78

AWS Machine Learning

NOVEMBER 15, 2024

As Principal grew, its internal support knowledge base considerably expanded. With QnABot, companies have the flexibility to tier questions and answers based on need, from static FAQs to generating answers on the fly based on documents, webpages, indexed data, operational manuals, and more.

Chatbots 115

Chatbots Engineering Enterprise Government 115

Win the Customer

JANUARY 9, 2025

AI-Powered Knowledge Bases: Intelligent Search: Implement AI-powered search within your knowledge base. Personalized Recommendations: Utilize AI to analyze customer behavior and recommend relevant articles based on their past interactions, browsing history, and current needs.

Self service 59

Self service Chatbots Personalization Analytics 59

CSM Magazine

JANUARY 8, 2025

Knowledge Base Reduce repetitive queries and empower your customers by creating a self-service knowledge base. Performance Insights Measure customer service performance with detailed analytics and reports.

Customer Service 52

Customer Service Self service Enterprise Wait times 52

AWS Machine Learning

JANUARY 7, 2025

The prompt generator invokes the appropriate knowledge base according to the selected mode. Strategy for TM knowledge base The LLM translation playground offers two options to incorporate the translation memory into the prompt. The request is sent to the prompt generator. For this post, we use a document store.

Engineering 107

Engineering Metrics industry standards Finance 107

TechSee

JUNE 23, 2020

Voice recognition digitizes spoken words and encodes them with data such as pitch, cadence, and tone, to form a unique voice print related to an individual which can then be used to deliver AI-based MX. Emotion analytics , meanwhile, can be used to prioritize a call based on the customer’s mood and route them to the appropriate agent.

Self service 207

Self service Chatbots Enterprise Customer centricity 207

ROI CX Solutions

JANUARY 9, 2025

It also enables agents to combine emotional intelligence with AI’s analytical capabilities. Self-service knowledge bases Customers often prefer finding answers themselves. That’s why a well-designed knowledge base acts like a 24/7 customer service library. Predictive analytics makes this possible.

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

Callminer

JUNE 9, 2020

Additionally, proper call routing ensures that your customers are connected with the most knowledgeable agent for their inquiry, which also reduces AHT. Build a Comprehensive Knowledge Base : In addition to call routing, building a comprehensive knowledge base is another simple way to reduce AHT.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

ShepHyken

MAY 27, 2022

Data analytics and various technological tools can help businesses record user engagement patterns, learn from them, and find ways to solve challenges faced by customer support employees in dealing with customers.? Most times, employees don’t feel safe about voicing their genuine concerns, which can be harmful in the long run.? .

Customer Support 323

Customer Support Employee engagement Call Center Scripts 323

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Knowledge bases help team members find information quickly, boost productivity, and serve customers better. However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Beyond Philosophy

APRIL 6, 2016

James Harrington, “Benchmarking is creating better solutions upon a firm knowledge base. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. As identified by noted benchmarking theorist and management scientist H.

Gamification 236

Gamification Benchmark Automotive Wireless 236

Calabrio

MARCH 31, 2025

Empowerment and enhanced knowledge for agents: Real-time support and faster access to customer interaction analysis and actionable insights equip agents to handle inquiries more effectively. Enhanced Knowledge Bases Speed Up Answers Give your agents the power of instant expertise.

Contact Center 52

Contact Center Customer Service Virtual Agent 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. He is an expert on knowledge bases and is KCS certified. How frequently call center agents use knowledge to resolve customer queries.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. This knowledge will, in turn, allow you to optimize backend tools and technologies.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

Wowdesk Blog

JANUARY 31, 2025

Automated Ticket Routing Assigns tickets based on priority, agent expertise, or workload. Customer Self-Service Offers FAQs and knowledge bases, reducing support team workload. Analytics & Reporting Provides insights on performance, response times, and common customer issues.

Customer Support 52

Customer Support Multi-channel support Analytics Chatbots 52

Beyond Philosophy

DECEMBER 23, 2015

Many are actively collecting Voice of Customer (VOC) data through surveys, feedback management, analytics and market research relating to customer retention, loyalty, brand equity and satisfaction. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250