AWS Machine Learning

APRIL 18, 2024

In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock. Context-aware meeting assistant – It uses Knowledge Bases for Amazon Bedrock to provide answers from your trusted sources, using the live transcript as context for fact-checking and follow-up questions.

APIs 121

APIs Accountability Analytics Entertainment 121

AWS Machine Learning

JULY 30, 2024

Knowledge Bases for Amazon Bedrock enables you to aggregate data sources into a repository of information. With knowledge bases, you can effortlessly build an application that takes advantage of RAG. By integrating web crawlers into the knowledge base, you can gather and utilize this web data efficiently.

APIs 100

APIs Enterprise Analytics Management 100

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 113

Self service Chatbots Accountability Finance 113

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

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

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 104

Construction APIs Metrics Accountability 104

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

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 98

Best practices Feedback Metrics APIs 98

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 353

B2C Customer centricity Feedback Upselling 353

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 97

Healthcare Analytics Consulting Consulting 97

AWS Machine Learning

FEBRUARY 10, 2025

It aims to boost team efficiency by answering complex technical queries across the machine learning operations (MLOps) lifecycle, drawing from a comprehensive knowledge base that includes environment documentation, AI and data science expertise, and Python code generation.

Chief Customer Officer 84

Chief Customer Officer Banking SaaS Engineering 84

AWS Machine Learning

SEPTEMBER 24, 2024

It also enables operational capabilities including automated testing, conversation analytics, monitoring and observability, and LLM hallucination prevention and detection. “We An optional CloudFormation stack to deploy a data pipeline to enable a conversation analytics dashboard. seconds or less.

Contact Center 90

Contact Center Analytics Accountability Self service 90

ShepHyken

JULY 5, 2019

For example, your business can make data-driven decisions based on top linked articles to your tickets and calls. Additionally, you can use third-party tools such as Google Analytics and group customers based on demographics and other relevant factors. In fact, a knowledge base can also have major SEO benefits.

Feedback 314

Feedback Self service Best practices Scripts 314

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

DECEMBER 3, 2024

The architecture is divided into two main components: the agent architecture and knowledge base architecture. This NoSQL database is optimized for rapid access, making sure the knowledge base remains responsive and searchable. Knowledge base architecture The following diagram illustrates the knowledge base architecture.

Sales 95

Sales APIs Engineering Analytics 95

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 94

Best practices Enterprise Engineering Strategic Value 94

AWS Machine Learning

FEBRUARY 6, 2025

In this post, we review how Aetion is using Amazon Bedrock to help streamline the analytical process toward producing decision-grade real-world evidence and enable users without data science expertise to interact with complex real-world datasets. The generation and maintenance of the question-and-answer pool involve a human in the loop.

Healthcare 68

Healthcare APIs Analytics Transportation 68

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 213

Self service B2B SaaS Enterprise 213

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 212

call center software Call Center Customer Support Scripts 212

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

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

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

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 113

Chatbots Engineering Enterprise Government 113

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 73

Entertainment APIs Technology Feedback 73

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

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 73

Self service Best practices Accountability Government 73

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

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

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

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 256

Abandon rate Journey mapping Average Handle Time Customer centricity 256

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