AWS Machine Learning

APRIL 8, 2025

By understanding factors like traffic patterns, restaurant preparation times, and courier locations, the AI can proactively notify customers of their order status and expected arrival, reducing uncertainty and anxiety during the delivery process. In the past, the data science and engineering teams at iFood operated independently.

Engineering 103

Engineering Virtual Agent Management Technology 103

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

FEBRUARY 11, 2025

Enhancing AWS Support Engineering efficiency The AWS Support Engineering team faced the daunting task of manually sifting through numerous tools, internal sources, and AWS public documentation to find solutions for customer inquiries. For example, the Datastore API might require certain input like date periods to query data.

Enterprise 96

Enterprise Engineering APIs Best practices 96

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 73

Benchmark APIs Engineering Metrics 73

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 105

Sales Accountability APIs CRM 105

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

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 115

APIs Customer Service Construction Analytics 115

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. Leave the session inspired to bring Amazon Q Apps to supercharge your teams’ productivity engines.

APIs 101

APIs Enterprise Best practices Government 101

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Education Engineering 108

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 87

APIs Enterprise Benchmark Feedback 87

Fonolo

NOVEMBER 20, 2018

There is no question that customer service is changing quickly. Still, even with all of these bells and whistles, nothing beats the emperor of all customer service options: Speaking to an actual human being. And, call centers tend to be one of the most-used customer service channels , second only to FAQs.

Customer Service 86

Customer Service Call Center Contact Center Engineering 86

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

AWS Machine Learning

FEBRUARY 10, 2025

In contrast, an agentic system can process live data such as inventory fluctuations, customer preferences, and environmental factors to proactively adjust strategies and reroute supply chains during disruptions. For instance, consider customer service. Bobby Lindsey is a Machine Learning Specialist at Amazon Web Services.

Enterprise 109

Enterprise Engineering APIs Chatbots 109

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 128

Healthcare APIs Accountability Enterprise 128

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. And why is it so critical to customer service and the all-important hub that is the omnichannel contact center? Omnichannel contact center software is the engine that powers this unified view.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

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 131

Management APIs Chatbots Best practices 131

AWS Machine Learning

FEBRUARY 19, 2024

Modern chatbots can serve as digital agents, providing a new avenue for delivering 24/7 customer service and support across many industries. Their popularity stems from the ability to respond to customer inquiries in real time and handle multiple queries simultaneously in different languages.

Chatbots 128

Chatbots APIs Engineering Enterprise 128

AWS Machine Learning

MARCH 14, 2025

Start a knowledge base evaluation job using Python SDK and APIs To use the Python SDK for creating a knowledge base evaluation job, follow these steps. His expertise is in reproducible and end-to-end AI/ML methods, practical implementations, and helping global customers formulate and develop scalable solutions to interdisciplinary problems.

Metrics 97

Metrics Best practices Engineering APIs 97

Fonolo

APRIL 2, 2019

Al Cook Vice President, Product Management and Engineering, Twilio. Directly CEO Antony Brydon on What’s Holding Back AI-Based Customer Service. A little bit off the beaten path, Directly has a very interesting approach to customer service. Tom Eggemeier, President, Genesys. Paul Jarman, CEO, NICE inContact.

Contact Center 78

Contact Center Customer Service Call Center Enterprise 78

pindrop

APRIL 9, 2020

The optimization of these processes leans heavily on passive approaches as it removes barriers and overcomes objections of consumers; enrollment optimization ultimately results in time savings for customer service agents. . Keep things simple with API integration whenever possible.

APIs 109

APIs Contact Center Interactive Voice Response Call Center 109

AWS Machine Learning

SEPTEMBER 14, 2023

Amazon API Gateway hosts a REST API with various endpoints to handle user requests that are authenticated using Amazon Cognito. Finally, the response is sent back to the user via a HTTPs request through the Amazon API Gateway REST API integration response. Amazon API Gateway 1M REST API Calls 3.5

APIs 122

APIs Healthcare Scripts Engineering 122

AWS Machine Learning

AUGUST 2, 2024

In this field, its areas of action are product safety, regulatory compliance, sustainability, and customer service around safety and compliance. The backend is implemented by an LLM chain service running on AWS Fargate , a serverless, pay-as-you-go compute engine that lets you focus on building applications without managing servers.

APIs 123

APIs Analytics Chatbots Engineering 123

TechSee

SEPTEMBER 21, 2023

As a Generative AI enterprise platform, Sophie AI is built to secularly observe, learn and interact at scale, helping your agents, engineers and end-customers. In contrast, Sophie AI is trained like today’s human agents and engineers. Auto Modeling Sophie AI starts by monitoring and learning from your service interactions.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Fonolo

NOVEMBER 1, 2018

then it can deliver great customer service and build a lasting and loyal customer base. However, sectors that deal with sensitive customer information (such as government, healthcare, or finance) are wary of making Facebook, Apple or Google a messaging pathway for their users. Impact of Messages on Customer Service.

Customer Service 69

Customer Service B2C Finance Engineering 69

AWS Machine Learning

JUNE 25, 2024

From customer service and ecommerce to healthcare and finance, the potential of LLMs is being rapidly recognized and embraced. Businesses can use LLMs to gain valuable insights, streamline processes, and deliver enhanced customer experiences.

Feedback 126

Feedback Engineering Enterprise Technical Support 126

Netomi

SEPTEMBER 20, 2021

Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. Best AI Chatbot for Customer Service: Netomi. .

Chatbots 126

Chatbots APIs Surveys Analytics 126

Help Scout

SEPTEMBER 2, 2021

Tier 2 support team members are the folks responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives. Working with users who want to design sites using our API. HTML, CSS, JavaScript, APIs, and debugging tools (i.e.,

Technical Support 103

Technical Support Engineering APIs Education 103

Nicereply

AUGUST 24, 2021

Messaging in customer service is on the rise, and surveys for support teams continue to gather data that indicates this trend is picking up steam. There is a trend in customer service to make business messaging quicker, easier, and more convenient. The results are staggering : WhatsApp tickets rose 219%.

Customer Service 59

Customer Service APIs Airlines Chatbots 59

AWS Machine Learning

AUGUST 8, 2024

Today’s leading companies trust Twilio’s Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Across 180 countries, millions of developers and hundreds of thousands of businesses use Twilio to create personalized experiences for their customers.

Engineering 125

Engineering Accountability Feedback Construction 125

Fonolo

NOVEMBER 22, 2018

This has profound implications for the world of customer service as companies are increasingly focused on providing omni-channel support. Learn about the battle for the future of customer service. We’ll talk about: Impact of Messages on Customer Service. VPs & Directors of Customer Service.

Omni-channel support 57

Omni-channel support Customer Service Engineering APIs 57

Creative Virtual

OCTOBER 9, 2020

They are speaking into their mobile devices to create messages on apps such as WhatsApp or Telegram, asking their search engine for information or giving commands to smart speakers like Amazon Alexa or Google Home. Or – wow, this is amazing – they are using their mobile phone to call your service centre. It’s not complicated.

Interactive Voice Response 59

Interactive Voice Response Customer Service Virtual Agent Transportation 59

AWS Machine Learning

OCTOBER 11, 2022

Amazon Comprehend is a natural language processing (NLP) service that uses ML to uncover valuable insights and connections in text. It provides APIs powered by ML to extract key phrases, entities, sentiment analysis, and more. If you’re running this solution in us-east-2, the format of this REST API is [link].execute-api.us-east-2.amazonaws.com/prod/invokecomprehendV1.

APIs 101

APIs Enterprise Engineering Accountability 101

Natalie Petouhof

APRIL 7, 2016

Foundational things like: APIs that matter, are easy to integrate and are standards-based. It isn’t just about APIs, SDKs or toolkits. But they also know that great people – including great developers, engineers, and product visionaries – are everywhere. They are launching Capital One DevExchange.

APIs 40

APIs Finance Banking Engineering 40

AWS Machine Learning

JUNE 13, 2023

This post is co-written with Jad Chamoun, Director of Engineering at Forethought Technologies, Inc. and Salina Wu, Senior ML Engineer at Forethought Technologies, Inc. Forethought is a leading generative AI suite for customer service. We already had an API layer on top of our models for model management and inference.

APIs 88

APIs Benchmark Engineering Management 88

Pointillist

FEBRUARY 19, 2018

It’s a far cry from the expansive data engineering initiatives that likely still haunt your dreams. For AI to impact the customer experience, insights need to be conveyed in the moment through the customer’s chosen touchpoint. The world would be a beautiful place if all touchpoint data was available through APIs.

Customer Experience 111

Customer Experience Analytics APIs B2B 111

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 57

Customer Service Call Center Engineering Contact Center 57

AWS Machine Learning

MAY 7, 2024

Rather than requiring extensive feature engineering and dataset labeling, LLMs can be fine-tuned on small amounts of domain-specific data to quickly adapt to new use cases. By handling most of the heavy lifting, services like Amazon SageMaker JumpStart remove the complexity of fine-tuning and deploying these models.

Engineering 122

Engineering Chatbots Technical Support Best practices 122