AWS Machine Learning

OCTOBER 29, 2024

Professionals in a wide variety of industries have adopted digital video conferencing tools as part of their regular meetings with suppliers, colleagues, and customers. This post provides guidance on how you can create a video insights and summarization engine using AWS AI/ML services.

Engineering 120

Engineering APIs Sales Enterprise 120

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Emotion analytics measures an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Powering personalization.

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

AWS Machine Learning

JUNE 3, 2024

In today’s data-driven world, industries across various sectors are accumulating massive amounts of video data through cameras installed in their warehouses, clinics, roads, metro stations, stores, factories, or even private facilities. It enables real-time video ingestion, storage, encoding, and streaming across devices.

APIs 122

APIs Accountability Entertainment Construction 122

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

AWS Machine Learning

MAY 7, 2024

Founded in 2014, Veritone empowers people with AI-powered software and solutions for various applications, including media processing, analytics, advertising, and more. In this post, we demonstrate how to use enhanced video search capabilities by enabling semantic retrieval of videos based on text queries.

APIs 136

APIs Advertising Entertainment Metrics 136

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX). AI in Multiexperience. Voice recognition.

Self service 207

Self service Chatbots Enterprise Analytics 207

SharpenCX

OCTOBER 27, 2021

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. They couldn’t have in-person coaching conversations. Centricity turned to their customer and agent analytics to see what was really happening in their contact center and to keep employees on track. Let’s Talk About Data.

Analytics 128

Analytics Coaching Contact Center Metrics 128

Beyond Philosophy

JULY 13, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Imagine that the person feeding all the information into the AI is a Flat Earther. Convinced that they need only analytical data, they are happy to have an answer without understanding why it is the answer.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

JUNE 4, 2020

In other words, there are far brighter people than me using analytical tools. Sutherland says that what used to kill video conferencing was that the least technological person determined the video conference’s quality. These people are looking at things in precisely the same way.

Consulting 390

Consulting Consulting Advertising Analytics 390

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. With session replay, the support and dev teams will be able to watch a video of everything that happened to the customer.

Customer Support 136

Customer Support Personalization SaaS Analytics 136

Steve DiGioia

MAY 17, 2021

A pproach customers with a personalized warm welcome. To top it all off, people used to tell 10 people about a bad experience, but now they can post a blog or a video on YouTube and tell thousands of (or more) people. We’ve all been there; sometimes a person just needs to vent. “You were never trying to close a sale.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Spearline

FEBRUARY 8, 2022

Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected. “Speech analytics” considers the spoken content and context of the agent/customer conversation. Please get in touch with us. .

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

ShepHyken

NOVEMBER 29, 2019

The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences. It allows brands to understand their customers’ needs, motivations, and personalities and then use this data to serve them content specifically for them.

Technology 274

Technology Customer Experience Complaint resolution Gamification 274

Enghouse Interactive

JANUARY 27, 2021

Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Video is the new Face-to-Face. Revenues – when using video as a communications channel, 59.1% without video.

Contact Center 94

Contact Center Technology Customer centricity Analytics 94

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Scripts Contact center software 98

TechSee

DECEMBER 11, 2018

Personalized experiences: Consumer expectations have dramatically changed over the last decade. They are willing to sacrifice their privacy by sharing their data in exchange for these personalized experiences. Technologies: Data Analytics, AI, AR solutions.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

CX Accelerator

JUNE 8, 2020

That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. Conduct ethnographic testing. ,, This video response from ,, Ben Motteram , Principal at CXpert, provides a couple of unique ideas for listening to the voice of the customer. Make no mistake.

Surveys 345

Surveys Contact Center Consulting Consulting 345

AWS Machine Learning

MARCH 30, 2023

Amazon Personalize is excited to announce the new Trending-Now recipe to help you recommend items gaining popularity at the fastest pace among your users. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

Personalization 98

Personalization APIs Accountability Engineering 98

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. The module can be a mix of a graphic overview of the new business strategy, video-presentations of new employees, and a brush-up GDPR course.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

AWS Machine Learning

JUNE 4, 2024

Businesses today heavily rely on video conferencing platforms for effective communication, collaboration, and decision-making. These names are extracted from the transcript itself when a person introduces themselves and then are returned as output in JSON format by the LLM. Create a summary based on what occurred in the meeting.

Engineering 126

Engineering Accountability Best practices Analytics 126

Beyond Philosophy

SEPTEMBER 14, 2023

These programs enhance a person’s work rather than replace them. Predictive Analytics: As the name implies, these can tell you what will happen based on what has already happened. Personalized Customer Journeys: Kihlstrom says this AI doubles down on all the above categories. Kihlstrom is more optimistic.

Self service 221

Self service Analytics Personalization Consulting 221

AWS Machine Learning

AUGUST 15, 2022

Today, we are excited to announce Promotions feature in Amazon Personalize that allows you to explicitly recommend specific items to your users based on rules that align with your business goals. You can use promotions in domain dataset groups and custom dataset groups ( User-Personalization and Similar-Items recipes).

Personalization 92

Personalization APIs Entertainment Marketing 92

Call Center Weekly

FEBRUARY 21, 2018

The true leaders in this space will have the ability for agent to earn badges (like a video game) for completing certain performance milestones and ideally allow individual agent to initiate competition with their peers without involved any member of leadership. The level of engagement that can be derived from systems like this is astounding.

Gamification 180

Gamification Best practices Contact Center Metrics 180

AWS Machine Learning

JANUARY 13, 2023

Machine learning (ML) presents an opportunity to address some of these concerns and is being adopted to advance data analytics and derive meaningful insights from diverse HCLS data for use cases like care delivery, clinical decision support, precision medicine, triage and diagnosis, and chronic care management.

Analytics 104

Analytics Healthcare Engineering Government 104

Fonolo

NOVEMBER 23, 2021

More video, less text. . Using interactive online training techniques with video conferencing can give them opportunities to engage with their team mates on a more personal level. Continue the games onto the sales floor, virtual or in-person, with these engaging call center games. Share analytics with your agents.

Call Center 148

Call Center Abandon rate Gamification Education 148

TechSee

OCTOBER 9, 2018

According to a Techsmith survey , Millennials are twice as likely to choose visual communication methods, such as screenshots, screencasts, or videos, compared with Baby Boomers. I’m unique, treat me that way: Millennials demand personalization and are willing to pay the price. Pay attention. Self-service platforms.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. faster than their competitors.

Banking 76

Banking Personalization Customer Experience Chatbots 76

TechSee

SEPTEMBER 24, 2019

Customers want to receive service anywhere, at any time, and any which way they like: web, voice, chat, messaging, social media, video or email. Data analytics: 53% of executives are not yet treating data as a business asset and 52% admit that they are not competing on data and analytics. Consistency throughout the journey.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Calabrio

NOVEMBER 25, 2020

The consumer experience is becoming easier, faster and more personable. And while few ‘zero out’ to an agent right away these days, when they do request a live person, they expect an efficient experience. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements.

Contact Center 122

Contact Center Self service Analytics Banking 122

The Northridge Group

NOVEMBER 12, 2020

Before the pandemic, we primarily engaged with our customers on-site, delving into their operations in-person to help enable change. There’s no doubt this is difficult to accomplish purely through video calls and emails. Provide a Personal Touch. Focus discussions on both personal and professional topics.

Customer Service 128

Customer Service Best practices Analytics Personalization 128

ShepHyken

JULY 1, 2022

Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel. Data-Driven Customer Experience that Offers Personalized Service. A unified Marketplace designed to provide a personalized shopping experience for passengers and non-passengers .

Airlines 203

Airlines Upselling Customer Experience Chatbots 203

AWS Machine Learning

OCTOBER 16, 2024

With a growing library of long-form video content, DPG Media recognizes the importance of efficiently managing and enhancing video metadata such as actor information, genre, summary of episodes, the mood of the video, and more. DPG Media’s VTM GO platform alone offers over 500 days of non-stop content.

Engineering 126

Engineering Metrics APIs Big data 126

TechSee

SEPTEMBER 10, 2019

With 65% of consumers stating that they feel good when they handle an issue without talking to a live person, it’s no wonder that Gartner estimates that 85% of all customer interactions will be managed without a human by 2020. Stand by for a video showing the Chadwicks how to fix the issue.”. Consumers benefit too.

Self service 116

Self service Banking Analytics Personalization 116

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. Signs that the person feels distressed or flustered. Video calls are one great way to bring more customers into a direct line of communication with your team.

Call Center 345

Call Center Contact Center Finance Consulting 345

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167