AWS Machine Learning

APRIL 10, 2025

Fine-tune an Amazon Nova model using the Amazon Bedrock API In this section, we provide detailed walkthroughs on fine-tuning and hosting customized Amazon Nova models using Amazon Bedrock. Conclusion In this post, we compared model customization (fine-tuning) and RAG for domain-specific tasks with Amazon Nova. He holds a Ph.D.

APIs 121

APIs Metrics Best practices Construction 121

AWS Machine Learning

FEBRUARY 10, 2025

Our initial approach combined prompt engineering and traditional Retrieval Augmented Generation (RAG). They provide access to external data and APIs or enable specific actions and computation. As a former startup CTO, he enjoys collaborating with founders and engineering leaders to drive growth and innovation on AWS.

Chief Customer Officer 102

Chief Customer Officer Banking SaaS Engineering 102

Comm100

APRIL 15, 2025

With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. After hundreds of hours of engineering and testing, we can confidently say thats exactly what Comm100 AI Agent delivers.

Engineering 52

Engineering APIs Personalization Customer Support 52

Nexmo

FEBRUARY 25, 2019

Why do I love being an engineer at Nexmo, the Vonage API Platform? Because I get to work not only on the real-time communication tech we build but also on integrations with other amazing technologies. Case in point: Nexmo just became the preferred voice integration partner for IBM Voice Gateway, a SIP endpoint that you […].

APIs 113

APIs Engineering Technology Customer Support 113

AWS Machine Learning

APRIL 29, 2024

To build a production-grade AI system today (for example, to do multilingual sentiment analysis of customer support conversations), what are the primary technical challenges? This often means the method of using a third-party LLM API won’t do for security, control, and scale reasons.

APIs 124

APIs Engineering Scripts Management 124

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

Nicereply

JUNE 24, 2019

Give your support people opportunities to explore things that they are curious about, and help them get breaths of fresh air in the form of taking breaks or switching to a different task temporarily. Friendly customer service representatives drive as much commitment to your brand as cheap prices and delightful marketing.

Customer Support 81

Customer Support Construction APIs Engineering 81

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. You can also use these visual AI models within your own applications via our secure APIs.

Engineering 109

Engineering Enterprise Chatbots Self service 109

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. The following diagram illustrates our legacy architecture.

APIs 88

APIs Benchmark Engineering Management 88

Help Scout

SEPTEMBER 2, 2021

Working with users who want to design sites using our API. Triaging technical tickets and bugs before they are sent to our engineering team. Helping vet and implement new tools to assist the tier 1 team in easier, more-supported troubleshooting. Working closely with product and engineering teams to prioritize customer solutions.

Technical Support 103

Technical Support Engineering APIs Education 103

AWS Machine Learning

OCTOBER 2, 2024

The steps of the process are as follows: When a user accesses the Amazon Q Business web experience or a custom client that integrates with the Amazon Q Business API, they must be authenticated. Besides the administrative UI for editing individual profiles, Okta also provides mechanisms for updating profiles in bulk or through APIs.

Personalization 120

Personalization APIs Enterprise Entertainment 120

VirtualPBX

OCTOBER 27, 2020

We’ve also made some changes to our existing features like Priority Support, Call Recording storage, and API, so don’t leave this page before you’ve had a chance to investigate. We found that many of our larger customers were choosing the Advanced plan but were also in need of increased customer support.

voip 98

voip APIs Enterprise Engineering 98

Fonolo

NOVEMBER 13, 2018

In 2018 the conference rebranded (it was formerly known as Call Center Week) in response to the further integration of customer support channels into customer service strategies across the industry. He leads product management for Nexmo, the Vonage API Platform. Twitter: @tpgoebel. Roland Selmer. Vice President Product.

Customer Service 108

Customer Service Contact Center Education Engineering 108

AWS Machine Learning

DECEMBER 6, 2023

Such data often lacks the specialized knowledge contained in internal documents available in modern businesses, which is typically needed to get accurate answers in domains such as pharmaceutical research, financial investigation, and customer support. API Gateway sends the question to a Lambda function implementing the agent executor.

Analytics 126

Analytics APIs Engineering Construction 126

AWS Machine Learning

OCTOBER 9, 2024

Using Amazon OpenSearch for anomaly detection Amazon OpenSearch Service features a highly performant, integrated anomaly detection engine that enables the real-time identification of anomalies in streaming data as well as in historical data. Current customers can do all the things they could previously.

Metrics 92

Metrics APIs Engineering Accountability 92

Netomi

SEPTEMBER 20, 2021

Netomi’s AI platform helps companies automatically resolve customer service tickets on email, chat, messaging and voice. It has the highest accuracy of any customer service chatbot due to its advanced Natural Language Understanding (NLU) engine. Self-service APIs to help you create, manage, test and publish custom skills.

Chatbots 126

Chatbots APIs Surveys Analytics 126

AWS Machine Learning

AUGUST 14, 2024

Effective customer support, project management, and knowledge management are critical aspects of providing efficient customer relationship management. Choose Create an OAuth API endpoint for external clients. Lakshmi Dogiparti is a is a Software Development Engineer at Amazon Web Services. Choose New.

APIs 118

APIs Enterprise Engineering Accountability 118

Nicereply

APRIL 8, 2019

To answer that question, we look at the benefits internal tools can bring to your customer support team, and then dive into the thought process of CTOs and product managers when deciding whether to build or buy. Why should we invest in customer support tools? Remote assistance tools?

Feedback 81

Feedback Engineering APIs Customer Support 81

AWS Machine Learning

AUGUST 16, 2023

Open Arena has been developed to get quick answers from several sets of corpora, such as for customer support agents, solutions to get quick answers from websites, solutions to summarize and verify points in a document, and much more. Open Arena has been designed to integrate seamlessly with multiple LLMs through REST APIs.

Enterprise 97

Enterprise APIs Engineering Entertainment 97

AWS Machine Learning

NOVEMBER 1, 2024

Tools and APIs – For example, when you need to teach Anthropic’s Claude 3 Haiku how to use your APIs well. Fine-tuning Anthropic’s Claude 3 Haiku has demonstrated superior performance compared to few-shot prompt engineering on base Anthropic’s Claude 3 Haiku, Anthropic’s Claude 3 Sonnet, and Anthropic’s Claude 3.5

Best practices 96

Best practices APIs Finance Engineering 96

AWS Machine Learning

APRIL 22, 2024

Examples of tools you can use to advance sustainability initiatives are: Amazon Bedrock – a fully managed service that provides access to high-performing FMs from leading AI companies through a single API, enabling you to choose the right model for your sustainability use cases.

Best practices 138

Best practices Benchmark Transportation Engineering 138

AWS Machine Learning

OCTOBER 10, 2024

Examples include an HR bot in Slack or an AI assistant for customer support agents in a contact center. Logging and monitoring the ACL crawling configuration Amazon Q Business uses AWS CloudTrail for logging API calls related to ACL crawling configuration.

APIs 120

APIs Accountability Best practices Enterprise 120

AWS Machine Learning

NOVEMBER 22, 2023

Hear best practices for using unstructured (video, image, PDF), semi-structured (Parquet), and table-formatted (Iceberg) data for training, fine-tuning, checkpointing, and prompt engineering. Also hear different architectural patterns that customers use today to harness their business data for customized generative AI solutions.

Engineering 137

Engineering Best practices APIs Government 137

AWS Machine Learning

SEPTEMBER 30, 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 92

APIs Real estate Accountability Metrics 92

Nicereply

JUNE 2, 2020

Not all of your customers are going to be the same and learn the same way—by letting people with multiple perspectives contribute to and update your documentation, you increase the likelihood of reaching more people and having more meaningful docs across the board. moments when you write in a language that makes more sense to your customers.

Engineering 90

Engineering APIs Wait times Customer Support 90

Inbenta

JULY 2, 2018

To maximize your support performance, it is essential to employ the right tools. When it comes to matching customer queries to the right answers, our natural language processing engine powers the Inbenta Chatbot to achieve 90% efficiency, responding to customer inquiries within milliseconds of hitting the enter key.

Chatbots 110

Chatbots APIs Engineering Customer Support 110

Nicereply

JANUARY 30, 2023

Combining support metrics helps to show how customer support can help other teams reach their goals. You need to hire more customer support agents. For another example, perhaps you notice that your customers reach out most frequently within the first three weeks of using your product.

Metrics 98

Metrics Finance APIs Customer Support 98

AWS Machine Learning

SEPTEMBER 14, 2023

Streamlined workflows – Automatic document sorting can help streamline many business processes like processing invoices, customer support, or regulatory compliance. Subsequently, this function checks the status of the training job by invoking describe_document_classifier API.

APIs 121

APIs Government Accountability Engineering 121

COPC

OCTOBER 26, 2023

In AI-powered customer support, there are two overarching concerns : accuracy and safety. Crafting LLM AI Assistants: Roles, Process and Timelines Using the latest AI may seem as easy as developers using APIs in commercial LLM options like OpenAI. But it’s much more than enlisting engineers to call LLM APIs.

Technology 76

Technology Customer Experience APIs Consulting 76

NICE inContact

JANUARY 24, 2018

A few years ago, the notion of managing customer journeys was an essential theme in customer care. More recently it has become clear that the steps to understand the customer journeys are often dependent on different organizations within the business. AnswerDash – AI-powered self-service support for web, mobile and chatbots.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

JustCall

AUGUST 16, 2021

It is a cloud-based software that comes with the technology you need for your support team. This eliminates the need for a wire-based phone and does not restrict customer support systems to be on-premise. CCaaS brings with it the agility and business continuity that every support team needs and every customer expects.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

AWS Machine Learning

AUGUST 9, 2024

Question and answering (Q&A) using documents is a commonly used application in various use cases like customer support chatbots, legal research assistants, and healthcare advisors. This includes expanding support for file formats other than PDF, as well as adopting more cost-efficient strategies for their data ingestion pipeline.

Government 130

Government Healthcare Construction Engineering 130

AWS Machine Learning

JULY 6, 2022

What if a fledgling startup could easily expand their product across borders and into new geographical markets by offering fluid, accurate, multilingual customer support and sales, all without the need of a live human translator? Amazon Translate: State-of-the-art, fully managed translation API. Conclusion. About the Authors.

APIs 95

APIs Scripts Engineering Management 95

Nicereply

MARCH 13, 2020

Here’s what you’ll need to get started: The API key from your Help Desk. Customer Support Lead. While customer support agents might be communication geniuses, our customers are often not. Never is this more true than in customer support. Can you please help me with how to do this?

APIs 101

APIs Accountability Customer Support Technical Support 101

AWS Machine Learning

SEPTEMBER 16, 2024

Boost search accuracy with Cohere Rerank To address the challenges with accuracy, search engineers have used two-stage retrieval as a means of increasing search quality. Developers and businesses can access Rerank on Cohere’s hosted API and on Amazon SageMaker.

Enterprise 120

Enterprise Accountability APIs Metrics 120

aircall

MAY 11, 2018

Aircall is a versatile phone system adored by small-but-growing sales and support teams. Aircall is the ideal Aircall customer. Not only do we engineer, optimize, sell, and troubleshoot the product, we also use it on a daily basis for our support and sales operations. Patrick — Customer Support.

Technical Support 88

Technical Support Analytics APIs Engineering 88

ProProfs Blog

OCTOBER 25, 2021

In this blog, we will understand the growing importance of collecting customer feedback, discuss some must-have features, and explore over 40+ customer feedback software. What Is a Customer Feedback Tool. Not every customer might be satisfied with your brand offerings. Pricing: Custom pricing. Here we go!

Feedback 148

Feedback Surveys Enterprise Analytics 148