CCNG

MAY 17, 2023

ChatGPT is a possible future communication channel with customers. ChatGPT does not think, and this makes it unreliable for Customer Service Environment. Organizations need their Knowledge Management system to be able to deliver answers to customers no matter what channel the customer chooses to use.

Customer Service 195

Customer Service CCNG Government Chatbots 195

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service. Deploying this AI will require more than simply upgrading a chatbot.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

AWS Machine Learning

NOVEMBER 22, 2024

Seamless integration of latest foundation models (FMs), Prompts, Agents, Knowledge Bases, Guardrails, and other AWS services. Reduced time and effort in testing and deploying AI workflows with SDK APIs and serverless infrastructure. Set up your knowledge base with relevant customer service documentation, FAQs, and product information.

APIs 124

APIs Chatbots Enterprise Customer centricity 124

ProProfs Blog

JUNE 26, 2020

That means being consistent at learning and acquiring knowledge can help you shape a customer’s journey better. Learn the commonly used customer service and support lingo. To help you get started, we’ve prepared a small customer support glossary below. Application Program Interface (API). Customer Delight.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

AWS Machine Learning

NOVEMBER 21, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI.

APIs 112

APIs Call Center Engineering Personalization 112

AWS Machine Learning

NOVEMBER 15, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI.

APIs 112

APIs Government Best practices Metrics 112

CSM Magazine

MARCH 10, 2025

SmartBear Customer Care team and Solutions Architect Joe Joyce earn global honors for customer service and support. SmartBear ,a leading provider of software quality and visibility solutions,is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service.

Sales 52

Sales Customer Service APIs Engineering 52

AWS Machine Learning

JANUARY 14, 2025

The embedding model, which is hosted on the same EC2 instance as the local LLM API inference server, converts the text chunks into vector representations. The prompt is forwarded to the local LLM API inference server instance, where the prompt is tokenized and is converted into a vector representation using the local embedding model.

APIs 108

APIs Chatbots Enterprise Healthcare 108

AWS Machine Learning

APRIL 30, 2024

In the fast-paced world of customer service, efficiency and accuracy are paramount. After each call, contact center agents often spend up to a third of the total call time summarizing the customer conversation. You don’t need to manually integrate with services or perform additional configurations.

Analytics 120

Analytics Customer Service APIs Entertainment 120

AWS Machine Learning

NOVEMBER 17, 2023

In this post, we provide a step-by-step guide with building blocks to create a customer service bot. The action is an API that the model can invoke from an allowed set of APIs. Action groups are mapped to an AWS Lambda function and related API schema to perform API calls.

APIs 118

APIs Customer Service Construction Analytics 118

Calabrio

MARCH 31, 2025

Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

CSM Magazine

FEBRUARY 19, 2025

Today’s business world is global, and with it comes a significant yet rewarding challenge for many companiesoffering top-notch multilingual customer service. Your customers arent restricted by borders, and your customer support shouldnt be either. The answer lies in multilingual customer service software.

Customer Service 52

Customer Service CRM APIs SaaS 52

Outsource Consultants

OCTOBER 4, 2021

This week, businesses across the globe are celebrating customer service week, highlighting the dedicated professionals and the sophisticated processes they leverage to thrill customers. And don’t be fooled — businesses that outsource customer service are not dodging their responsibility to their customers, they’re embracing it.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

AWS Machine Learning

FEBRUARY 24, 2025

The architecture is designed to typically respond in less than 100 milliseconds, according to Mistral, making it ideal for customer service automation, interactive assistance, live chat, and content moderation. At the time of writing this post, you can use the InvokeModel API to invoke the model.

APIs 95

APIs Enterprise Benchmark Feedback 95

AWS Machine Learning

NOVEMBER 19, 2024

Hear from customer speakers with real-world examples of how they’ve used data to support a variety of use cases, including generative AI, to create unique customer experiences. First, hear an overview of identity-aware APIs, and then learn how to configure an identity provider as a trusted token issuer.

APIs 108

APIs Enterprise Best practices Government 108

AWS Machine Learning

FEBRUARY 11, 2025

In this post, we propose an end-to-end solution using Amazon Q Business to address similar enterprise data challenges, showcasing how it can streamline operations and enhance customer service across various industries. For example, the Datastore API might require certain input like date periods to query data.

Enterprise 104

Enterprise Engineering APIs Best practices 104

VirtualPBX

MARCH 3, 2023

Here at VirtualPBX, we understand the importance of customer service automation for businesses. Our very own Customer Success Coordinator, Kathy, needed to find a way to accurately track her teams activity in Pipedrive CRM and be able to follow up with received voicemails. Let’s take a closer look into how she did this.

Customer Service 98

Customer Service voip Call flow CRM 98

AWS Machine Learning

FEBRUARY 21, 2025

Similar to how a customer service team maintains a bank of carefully crafted answers to frequently asked questions (FAQs), our solution first checks if a users question matches curated and verified responses before letting the LLM generate a new answer. User submits a question When is re:Invent happening this year?,

Engineering 125

Engineering APIs Analytics Enterprise 125

AWS Machine Learning

DECEMBER 11, 2024

Based on an internal survey, our field teams estimate that roughly a third of their time is spent preparing for their customer conversations, and another 20% (or more) is spent on administrative tasks. We deliver our chatbot experience through a custom web frontend, as well as through a Slack application.

Sales 110

Sales Accountability APIs CRM 110

Inbenta

AUGUST 17, 2021

Chatbots are now mainstream in tech and are the present and future of customer support. Most brands and companies around the world already use them to support their customer service teams, improve their NPS score, deliver faster responses to user requests, and, overall, keep their customers happy and satisfied.

Chatbots 94

Chatbots Interactive Voice Response Customer Service APIs 94

CCNG

JUNE 7, 2023

A recent search about how Chat GPT can and will assist in customer service, contact center and customer experience shows many ways ChatGPT can be a potentially valuable tool including: Answering Frequently Asked Questions (FAQs) : Chat GPT can handle repetitive and commonly asked questions by providing instant and accurate responses.

Contact Center 195

Contact Center CCNG APIs Scripts 195

AWS Machine Learning

JANUARY 28, 2025

Whether its customer service teams handling time-sensitive inquiries or developers needing instant code suggestions, every second of delay, known as latency, can have a significant impact. In production generative AI applications, responsiveness is just as important as the intelligence behind the model.

Benchmark 77

Benchmark APIs Engineering Metrics 77

Help Scout

APRIL 27, 2021

Take customer service software for example: Up until the last few years, there weren’t many options geared toward smaller teams. To help make sure you find the proper fit, we’ve put together this comprehensive guide to understanding and shopping for customer service software. What is customer service software?

Customer Service 105

Customer Service Self service APIs Accountability 105

AWS Machine Learning

SEPTEMBER 12, 2024

This can lead to dissatisfaction, confusion, and increased calls to customer service, resulting in a suboptimal experience for both members and providers. After a successful authentication, a REST API hosted on API Gateway is invoked. The Amazon Bedrock API endpoint is used to invoke the Anthropic Claude 3 Sonnet LLM.

Healthcare 129

Healthcare APIs Accountability Enterprise 129

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. In 2024, an essential customer service trend will be balancing automation with the human touch.

Customer Service 98

Customer Service Chatbots Government APIs 98

Hodusoft

JULY 21, 2022

How can insurance companies improve customer service? Modern customers today expect a fast, efficient, and seamless service. As per Capgemini’s Digital Transformation Institute , 8 in 10 customers are willing to spend more with an organization for a better customer experience.

call center software 98

call center software Customer Service Call Center Customer centricity 98

AWS Machine Learning

FEBRUARY 8, 2024

They can enhance operational efficiency, customer service, and decision-making while reducing costs and enabling innovation. These agents excel at automating a wide range of routine and repetitive tasks, such as data entry, customer support inquiries, and content generation.

APIs 141

APIs Scripts Enterprise Management 141

Comm100

SEPTEMBER 23, 2021

It is up to you to help your customers build the appropriate communication habits and build on them. Automate Your Customer Service Process. Your customers love automation. Besides, automation of communication channels eases the burden on your customer service agents. Personalize Customer Experience.

Customer Service 98

Customer Service Chatbots Benchmark APIs 98

AWS Machine Learning

JULY 10, 2024

You can use the Prompt Management and Flows features graphically on the Amazon Bedrock console or Amazon Bedrock Studio, or programmatically through the Amazon Bedrock SDK APIs. Alternatively, you can use the CreateFlow API for a programmatic creation of flows that help you automate processes and development pipelines.

Management 133

Management APIs Chatbots Best practices 133

Interactions

OCTOBER 29, 2024

There are several ways to work with Gen AI and LLMs, from SaaS applications with embedded Gen AI to custom-built LLMs to applications that bring in Gen AI and LLM capabilities via API. So how can you wrangle Gen AI for risk-mitigated, efficient, and valuable use in customer service and the contact center?

Contact Center 62

Contact Center APIs Analytics SaaS 62

TeleDirect

APRIL 16, 2025

Top 7 Features to Look for in a Medical Call Center Service Choosing the right medical call center can significantly enhance your healthcare customer service and operational efficiency. FAQs: Medical Call Center Services Q1: What makes a medical call center different from a regular call center?

Call Center 62

Call Center Healthcare Call flow Scripts 62

TeleDirect

APRIL 25, 2025

This comprehensive guide outlines a step-by-step approach for selecting a call center that aligns with your medical customer service needs. If you’re ready to elevate your medical customer service, explore TeleDirects fully customizable, HIPAA-compliant healthcare call center solutions at www.teledirect.com.

Healthcare 62

Healthcare Call Center Abandon rate outsourcing 62

Nicereply

JANUARY 2, 2023

Regardless of the industry you work in , there’s common situations that every customer service agent will run into. That’s why we’ve rounded up a list of 11 common customer service phrases you can employ to deal with difficult situations. Insert awesome customer service here]. I hear what you’re saying.

Customer Service 105

Customer Service Engineering Accountability Feedback 105

Wowdesk Blog

FEBRUARY 4, 2025

This software helps automate tasks, centralize data, and optimize communication, allowing businesses to resolve issues faster, personalize customer interactions, and reduce costs. From small startups to large enterprises, leveraging the right technology can create a competitive edge in customer service.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

TechSee

JUNE 9, 2022

Connecting these channels to create continuity across the customer experience can be challenging. The following are 3 of the most common failure points faced by companies who have deployed a digital customer service strategy and how you can overcome them to get the most out of your tech stack. No Vision, No AI, No Service.

Customer Experience 145

Customer Experience Self service Interactive Voice Response Technical Support 145

AWS Machine Learning

JULY 3, 2024

Solution overview Knowledge Bases for Amazon Bedrock allows you to configure your RAG applications to query your knowledge base using the RetrieveAndGenerate API , generating responses from the retrieved information. Guardrails can block sensitive customer data (like names, emails, or addresses) from being exposed in responses.

APIs 135

APIs Banking Metrics Management 135