AWS Machine Learning

FEBRUARY 25, 2025

This post shows how to configure an Amazon Q Business custom connector and derive insights by creating a generative AI-powered conversation experience on AWS using Amazon Q Business while using access control lists (ACLs) to restrict access to documents based on user permissions. Who are the data stewards for my proprietary database sources?

Enterprise 104

Enterprise Engineering APIs Accountability 104

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. For more information, visit the Talkdesk Voice Biometric documentation.

Cloud contact 96

Cloud contact Self service Contact Center Virtual Agent 96

AWS Machine Learning

DECEMBER 29, 2022

Documents are a primary tool for record keeping, communication, collaboration, and transactions across many industries, including financial, medical, legal, and real estate. The millions of mortgage applications and hundreds of millions of W2 tax forms processed each year are just a few examples of such documents.

APIs 120

APIs Banking Real estate Healthcare 120

AWS Machine Learning

MAY 9, 2024

Verisk has embraced this technology and has developed their own Instant Insight Engine, or AI companion, that provides an enhanced self-service capability to their FAST platform. It is designed to be deeply integrated into the FAST platform and use all of Verisk’s documentation, training materials, and collective expertise.

Engineering 128

Engineering Customer Support APIs Government 128

AWS Machine Learning

OCTOBER 8, 2024

Sonnet on Amazon Bedrock, we build a digital assistant that automates document processing, identity verifications, and engages customers through conversational interactions. Reviewing physical documents also takes up valuable staff time. These tools call on AWS service APIs for the required functionality.

Banking 118

Banking APIs Accountability Engineering 118

AWS Machine Learning

FEBRUARY 6, 2024

The workflow includes the following steps: A QnABot administrator can configure the questions using the Content Designer UI delivered by Amazon API Gateway and Amazon Simple Storage Service (Amazon S3). The Content Designer Lambda function saves the input in OpenSearch Service in a question’s bank index. Choose Create function.

Chatbots 133

Chatbots APIs Self service Banking 133

AWS Machine Learning

OCTOBER 10, 2024

It includes over 40 data source connectors that crawl and index documents. By default, Amazon Q Business indexes ACL information attached to documents along with the documents themselves and uses this to filter chat responses based on the user’s document access.

APIs 123

APIs Accountability Best practices Enterprise 123

AWS Machine Learning

AUGUST 22, 2024

The enterprise IdP, such as Okta or Ping Identity, is used as the access manager for an authenticated user to interact with an Amazon Q Business application using an Amazon Q web experience or a custom application using an API. The IdP responds with identity or access tokens in OIDC mode, or a SAML assertion in SAML 2.0

Enterprise 128

Enterprise APIs Accountability Management 128

AWS Machine Learning

JANUARY 9, 2023

wiki, informational web sites, self-service help pages, internal documentation, etc.) The intended meaning of both query and document can be lost because the search is reduced to matching component keywords and terms. Components of Amazon Kendra Intelligent Ranking for self-managed OpenSearch. Install Docker.

Scripts 105

Scripts APIs Engineering Transportation 105

AWS Machine Learning

AUGUST 15, 2024

Enterprises with contact center operations are looking to improve customer satisfaction by providing self-service, conversational, interactive chat bots that have natural language understanding (NLU). After authentication, Amazon API Gateway and Amazon S3 deliver the contents of the Content Designer UI.

Chatbots 125

Chatbots Banking APIs Enterprise 125

AWS Machine Learning

DECEMBER 13, 2024

New ad products across diverse markets involve a complex web of announcements, training, and documentation, making it difficult for sales teams to find precise information quickly. We developed an agentic workflow with RAG solution that revolves around a centralized knowledge base that aggregates Twitch internal marketing documentation.

Sales 103

Sales Advertising Engineering APIs 103

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. For more information on setting up your account, refer to the Genesys documentation. Choose Add Client. Choose Save.

Chatbots 126

Chatbots APIs Self service Contact Center 126

CSM Magazine

NOVEMBER 4, 2024

Multilingual Digital Experiences Self service experiences should be enabled at the product information, mobile apps, online accounts, checkout flows, tracking, notifications and other touch points in the languages ​​customers prefer. Precise quality assurance, linguistic and subject matter expertise is crucial.

Customer Experience 52

Customer Experience Advertising APIs Marketing 52

TechSee

SEPTEMBER 21, 2023

Sophie AI reads product documentation and support flows, observes customer service and field service interactions, and learns at each step. This allows field service teams to learn from the contact center, the contact center to learn from customer self-service, and management to gain a 360° view of all service interactions.

Engineering 109

Engineering Enterprise Chatbots Self service 109

AWS Machine Learning

JUNE 20, 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 118

APIs Self service Engineering Customer Experience 118

AWS Machine Learning

SEPTEMBER 20, 2024

Use cases overview Some key use cases for Amazon Q Business for organizations include: Providing grounded responses to employees: An organization can deploy Amazon Q Business on their internal data, documents, products, and services. It also enables conversing with Amazon Q through an interface personalized to your use case.

Wireless 104

Wireless Enterprise Chatbots APIs 104

Calabrio

MARCH 31, 2025

Smarter customer experiences, more personalized self-service: Intuitive self-service options can at last become a consistent reality, allowing customers to find solutions quickly and independently. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

TechSee

JANUARY 12, 2023

Visual AI has dramatically improved everything from end-user self-service containment rates to NPS and first-time-fix rates in the field. This delivers a superior UX to an API-based solution, as it avoids image upload and API response times – resulting in a more fluid UX. Field Service Job Confirmation.

APIs 109

APIs Enterprise SaaS Chatbots 109

TechSee

AUGUST 31, 2022

Your team should be able to invoke a document signature capability, or when requested by the end-user, run a speed test or even remotely control the end-user’s computer in order to help them complete their desired task. How do they ensure reliability of their APIs as they regularly update and iterate? Platform vs Point Solution.

APIs 109

APIs Enterprise Technology Self service 109

NobelBiz

MAY 25, 2023

By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. Ask about their API integrations API integrations are important when a call center looks for a CDP vendor because they allow businesses to connect their existing systems and tools to the CDP.

call center software 98

call center software Call Center APIs Contact Center 98

Balto

JANUARY 6, 2025

LiveAgent LiveAgent provides online Help Desk solutions tailored for small to midsize e-commerce businesses, offering live chat, ticket management, self-service portals, and change/license management. Unified Communication Hub: Manage customer communication channels such as emails, live chat, and social media in one centralized place.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Babelforce

NOVEMBER 4, 2021

You can use the WhatsApp Business app, or integrate the platform with your existing tools using the API. You just need to create self-service flows. It’s similar to self-service IVR but for messaging. This will let them use your self-service options instead of speaking to an agent.

Customer Support 98

Customer Support Contact center software Contact Center Interactive Voice Response 98

Help Scout

APRIL 27, 2021

Improve your self-service options. Improving both the quality and accessibility of your self-service content can help reduce incoming support volume and improve customer satisfaction. For example, complex API questions could be spotted and reassigned by automatic workflows, taking them out of the main queue.

Management 119

Management Self service Technical Support APIs 119

Inbenta

AUGUST 17, 2021

Twilio Voice API gives developers control over their calls, with APIs built for a wide variety of uses from basic phone-to-phone calling, app-to-phone calling, Interactive Voice Response (IVR), conference calling, SIP interfacing, call recording, transcription, call tracking, and more. Let’s take a closer look at them: Twilio Voice.

Chatbots 94

Chatbots Interactive Voice Response Customer Service APIs 94

Babelforce

APRIL 14, 2020

Self-service – It’s time to audit the self-service options that you offer. There’s one major failing that a lot of self-service options have. This is a public service announcement – please stop telling customers to try your website!). Do customers use them? What kinds of queries are they good for?

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

Babelforce

APRIL 14, 2020

Self-service – It’s time to audit the self-service options that you offer. There’s one major failing that a lot of self-service options have. This is a public service announcement – please stop telling customers to try your website!). Do customers use them? What kinds of queries are they good for?

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

Spearline

JULY 21, 2022

And testingRTC offers multiple ways to export these metrics, from direct collection from webhooks, to downloading results in CSV format using the REST API. testingRTC is predominantly a self-service platform, where you write and test any script you want independently of us with our extensive knowledge base documentation as a guide.

Scripts 98

Scripts APIs Metrics Analytics 98

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 45

Self service Virtual Agent Best practices Contact Center 45

AWS Machine Learning

SEPTEMBER 24, 2024

With a user base of over 37 million active consumers and 2 million monthly active Dashers at the end of 2023, the company recognized the need to reduce the burden on its live agents by providing a more efficient self-service experience for Dashers. On the Amazon Bedrock console, choose Knowledge bases in the navigation pane.

Contact Center 101

Contact Center Analytics Accountability Self service 101

AWS Machine Learning

APRIL 22, 2024

These include the ability to analyze massive amounts of data, identify patterns, summarize documents, perform translations, correct errors, or answer questions. This involves documenting data lineage, data versioning, automating data processing, and monitoring data management costs.

Best practices 139

Best practices Benchmark Transportation Engineering 139

AWS Machine Learning

DECEMBER 1, 2022

You can use this capability either through SageMaker inference update-endpoint APIs or through the SageMaker console. Self-service shadow testing using the SageMaker Inference APIs – If your deployment workflow already uses create/update/delete-endpoint APIs, you can continue using them to manage Shadow Variants.

APIs 98

APIs Metrics Management Self service 98

Cincom

APRIL 15, 2025

Cloud APIs & Microservices Enable seamless integration between CRM, ERP, and marketing automation platforms, ensuring dynamic and contextual interactions. Digital self-service portals and AI-driven document verification ensure a smooth onboarding experience.

Customer Experience 40

Customer Experience Management Chatbots CRM 40

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 and Part 2 first!

Self service 40

Self service Virtual Agent Best practices Contact Center 40

TechSee

MARCH 16, 2023

OCR is a critical component of computer vision applications, such as document scanning, automated data entry, and ID recognition. VI is natively embedded across TechSee’s visual service platform and can be easily added to any business application via API. In the visual AI platform, OCR models integrate pre-trained models.

APIs 109

APIs CRM Technology Sales 109

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

Virtual Agent 96

Virtual Agent Call flow Interactive Voice Response Contact Center 96

AWS Machine Learning

NOVEMBER 16, 2023

Reproducibility and traceability must be enabled automatically by the end-to-end data processing pipelines, where many mandatory documentation artifacts, such as data lineage reports and model cards, can be prepared automatically. These reports document the versioning of datasets, models, and code.

Healthcare 125

Healthcare Government Engineering APIs 125

Help Scout

APRIL 27, 2021

Customer service software is a set of tools used to collect, organize, respond to, and report on customer support requests. It may be used to manage one or many communication channels, including email, chat, messaging, and self-service, and it may also integrate with external communications tools like social media or group chat systems.

Customer Service 105

Customer Service Self service APIs Accountability 105