DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Self service 59

Self service Virtual Agent Contact Center CRM 59

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. Enhanced Knowledge Bases Speed Up Answers Give your agents the power of instant expertise.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

AWS Machine Learning

AUGUST 15, 2024

QnABot on AWS (an AWS Solution) now provides access to Amazon Bedrock foundational models (FMs) and Knowledge Bases for Amazon Bedrock , a fully managed end-to-end Retrieval Augmented Generation (RAG) workflow. After authentication, Amazon API Gateway and Amazon S3 deliver the contents of the Content Designer UI.

Chatbots 126

Chatbots Banking APIs Enterprise 126

CSM Magazine

NOVEMBER 4, 2024

Accuracy, brand voice and regional resonance are all ensured by professional services. Native language call centers, chat platforms, knowledge bases, FAQs, social media channels, even online communities…are all options. Multilingual Customer Support This commitment is shown by 24/7 support in various global regions.

Customer Experience 52

Customer Experience APIs Advertising Marketing 52

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. Verisk needed to continually expand its knowledge base by identifying new data sources across the business.

Engineering 131

Engineering Customer Support APIs Government 131

Outsource Consultants

OCTOBER 4, 2021

Strategic partners are superior because they can deliver sophisticated customer service quickly, but also develop strategies and best practices to evolve with your brand. By combining best-in-class tools, APIs, and workflows, all to empower highly skilled agents, strategic partners can elevate customer satisfaction over the long term.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Balto

JANUARY 6, 2025

Key Highlights: Unified platform: Zoho Desk combines different customer service channels like email, phone, chat, and social media, in one place to streamline support operations. Knowledge base creation: Create FAQs and support resources to ease the load on your team and handle more customers.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Help Scout

JUNE 1, 2021

And self-service options like a knowledge base let your customers get answers any time of day, reducing the number of questions you receive. Help Scout’s refined features, intuitive interface, and robust self-service tools make setup quick and easy.

Self service 99

Self service APIs CRM Accountability 99

AWS Machine Learning

DECEMBER 13, 2024

In this post, we demonstrate how we innovated to build a Retrieval Augmented Generation (RAG) application with agentic workflow and a knowledge base on Amazon Bedrock. We implemented the RAG pipeline in a Slack chat-based assistant to empower the Amazon Twitch ads sales team to move quickly on new sales opportunities.

Sales 96

Sales Advertising Engineering APIs 96

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

CSM Magazine

JANUARY 25, 2022

Intelligent self-service (ISS) experts, 4 Roads, will partner with Contentful, the leading content platform for digital-first businesses, to build bespoke online communities for its clients, which include Olympus, Aston Martin and Hitachi. It enables greater speed and scale than traditional CMS solutions. About Verint.

Self service 52

Self service APIs Chatbots Engineering 52

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

AWS Machine Learning

SEPTEMBER 20, 2024

There are many challenges that can impact employee productivity, such as cumbersome search experiences or finding specific information across an organization’s vast knowledge bases. Knowledge management: Amazon Q Business helps organizations use their institutional knowledge more effectively.

Wireless 102

Wireless Enterprise APIs Chatbots 102

Netomi

SEPTEMBER 20, 2021

Knowledge-base integration. The AI responds to a range of employee questions by surfacing knowledge base content. Multi-channel (chat, email, and SMS customer service ). Knowledge Base Management. Integrates with Zendesk Guide knowledge base. Back-end systems integrations (CRM, OMS, etc.)

Chatbots 126

Chatbots APIs Surveys Analytics 126

Upstream Works

MARCH 21, 2019

With the popularity and growth of self-service, this means that the consumer has probably already exhausted the means available to them and is now looking for expert assistance for quick and informed resolution. Whether it’s apps, web self-service, chat, social media, bots, or more traditional phone and email channels.

Customer Experience 92

Customer Experience Management Contact center software Self service 92

Help Scout

JUNE 5, 2019

Got a knowledge base that should only be accessible to certain people? Mailbox API 1.0 We’ve all chipped in for a gold watch for Mailbox API 1.0, which will be switched off June 6 after years of faithful service. We’ve all chipped in for a gold watch for Mailbox API 1.0, you’ll need to move to Mailbox API 2.0

APIs 40

APIs Self service Service level Personalization 40

AWS Machine Learning

OCTOBER 8, 2024

AI-powered services enable automated, secure, and compliant processes for self-service account opening. These tools call on AWS service APIs for the required functionality. This tool checks if the user details entered during the session match the ID by calling an endpoint deployed in Amazon API Gateway.

Banking 113

Banking APIs Accountability Engineering 113

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

AWS Machine Learning

AUGUST 28, 2024

With our solution, you can identify the intent of customer emails and send an automated response if the intent matches your existing knowledge base or data sources. An agent helps your end-users complete actions based on organization data and user input. The following architecture diagram highlights the end-to-end solution.

Customer Experience 84

Customer Experience APIs Accountability Construction 84

Talkdesk

DECEMBER 23, 2020

Talkdesk CX Cloud helps to reduce agents average speed of answer (ASA), client average wait time (AWT), improve agent productivity and increase customer satisfaction (CSAT) scores. .

Banking 126

Banking Real estate Government Contact Center 126

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 79

Self service Contact Center Benchmark Chatbots 79

pindrop

JULY 6, 2021

Passive authentication methods also help increase self-service options in the IVR. The most common permeation of this is the use of knowledge-based authentication questions. Multi-factor Authentication typically leverages at least two of 5 “factors”: Something You Know: Like the answer to a knowledge-based question.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

AWS Machine Learning

MAY 14, 2024

The entire conversation in this use case, starting with generative AI and then bringing in human agents who take over, is logged so that the interaction can be used as part of the knowledge base. We built the RAG solution as detailed in the following GitHub repo and used SageMaker documentation as the knowledge base.

Chatbots 116

Chatbots Feedback Engineering Entertainment 116

Xaqt

FEBRUARY 4, 2020

The Next Level in Customer Self Service If you're reading this, you likely already have a customer support portal on your website with a knowledge base, such as Zendesk Guide. But what if you could provide your customers access to that same knowledge base over the phone without them having to speak to an agent?

Interactive Voice Response 52

Interactive Voice Response APIs Technical Support Self service 52

Answer Dash

JULY 31, 2018

The free plan includes all the Facebook communication features (live video streaming, voice and video calls, and chat) and most of the service’s productivity features, including media and file storage, teams and groups, desktop notification, and secure collaboration between companies.

Customer centricity 69

Customer centricity Self service APIs B2B 69

CSM Magazine

OCTOBER 22, 2021

Knowledge management software acts as the brain of many companies because it enables them to access and distribute data more easily. What makes a good Knowledge Base? Knowledge management software is a set of tools that enable companies to collect, store and share firm-specific information in one place.

Management 52

Management Self service APIs Sales 52

UJET

JANUARY 9, 2020

Support is also improving with responsive self-service options like an artificial intelligence-driven Knowledge Base or FAQ answers, implementation of chatbots for simple issue resolution, and increased development and integration of machine learning and AI into support platforms.

Multichannel 72

Multichannel Customer Experience Brand ambassadors CRM 72

AWS Machine Learning

JUNE 24, 2024

This post is a continuation of Creating Natural Conversations with Amazon Lex QnAIntent and Amazon Bedrock Knowledge Base. For these use cases, Amazon Lex QnAIntent provides exact match capabilities with both Amazon Kendra and Amazon OpenSearch Service knowledge bases.

Transportation 117

Transportation Wireless Engineering Entertainment 117

Solvvy

JUNE 17, 2021

While these solutions often exist within an organized knowledge base, delivering rapid, accurate answers to problems can’t happen without engaging some type of automation. Armed with this information, Solvvy’s Workflow API pulls customer information from your backend to then personalize support answers or steps.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

OctopusTech

SEPTEMBER 29, 2022

A customer service tool also provides a knowledge base to users, handles inbound and outbound communications, come up with analytics dashboards, and integrates with various automation software. Knowledge base tool. Some of the popular knowledge base content includes video tutorials, FAQ pages, blogs, and articles.

Customer Service 62

Customer Service CRM Self service Analytics 62

UJET

SEPTEMBER 15, 2020

In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ). When customer service is contacted, the contact center platform should already be comparing and reconciling customer identification.

Customer Experience 78

Customer Experience CRM Contact Center Virtual Agent 78

COPC

OCTOBER 26, 2023

Related A Foundation for Exceptional Digital Self-Service Design Learn proven guidelines for the successful design and performance of IVR systems, chatbots and other self-service models of customer care. But it’s much more than enlisting engineers to call LLM APIs.

Technology 76

Technology Customer Experience APIs Consulting 76

Nicereply

JANUARY 18, 2023

Why you should use help desk software Help desk software typically comes with a set of helpful features (like ticket automation, SLA management, analytics and reporting, self-service capabilities, etc.) that make things easier for both – support agents and customers. Early-stage startups can get Zendesk free for 6 months.

Self service 52

Self service Enterprise Analytics APIs 52

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 84

Virtual Agent Call flow Interactive Voice Response Contact Center 84

UJET

JANUARY 9, 2020

Support is also improving with responsive self-service options like an artificial intelligence-driven Knowledge Base or FAQ answers, implementation of chatbots for simple issue resolution, and increased development and integration of machine learning and AI into support platforms.

Multichannel 63

Multichannel Customer Experience Brand ambassadors CRM 63

Help Scout

MAY 12, 2021

Creating and sharing knowledge base articles , webinars, video guides, and product walkthroughs helps people before they even know what to ask. Customer service teams can directly reduce that effort by improving responsiveness and self-service options. Reduce customer effort.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

CSM Magazine

AUGUST 6, 2021

Freshdesk is a great Zendesk alternative that provides excellent customer service as well as several features at a low cost. Freshdesk is a ticketing framework that can be used to provide stronger and faster solutions with your knowledge base. Self-Service Portal. Knowledge Base Team Collaboration.

Multichannel 52

Multichannel Self service APIs Sales 52