Callminer

APRIL 23, 2019

Expert PCI Compliance Tips & Best Practices. Below, we’ve rounded up 17 tips and best practices for PCI compliance from industry and regulatory experts. Expand your call recording practices. Train agents thoroughly on everything compliance-related and integrate PCI best practices into their scripts.

Best practices 159

Best practices Call Center Banking Contact Center 159

AWS Machine Learning

NOVEMBER 6, 2023

Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from scanned documents. Queries is a feature that enables you to extract specific pieces of information from varying, complex documents using natural language.

APIs 126

APIs Best practices Banking Accountability 126

AWS Machine Learning

SEPTEMBER 6, 2024

This post focuses on evaluating and interpreting metrics using FMEval for question answering in a generative AI application. FMEval is a comprehensive evaluation suite from Amazon SageMaker Clarify , providing standardized implementations of metrics to assess quality and responsibility. Question Answer Fact Who is Andrew R.

Best practices 91

Best practices Metrics Sales Benchmark 91

AWS Machine Learning

SEPTEMBER 8, 2023

For modern companies that deal with enormous volumes of documents such as contracts, invoices, resumes, and reports, efficiently processing and retrieving pertinent data is critical to maintaining a competitive edge. What if there was a way to process documents intelligently and make them searchable in with high accuracy?

Construction 129

Construction Metrics Best practices APIs 129

AWS Machine Learning

FEBRUARY 12, 2025

This approach allows organizations to assess their AI models effectiveness using pre-defined metrics, making sure that the technology aligns with their specific needs and objectives. referenceResponse (used for specific metrics with ground truth) : This key contains the ground truth or correct response.

Metrics 93

Metrics Engineering APIs Benchmark 93

VirtualPBX

FEBRUARY 17, 2022

It documents what services the provider will bring to the table and sets the service standards the provider is obligated to meet. Do you see why the journey to service level agreement best practices is needed? To sum up, the SLA adds finer detail regarding the services provided and the metrics used to measure their performance.

Best practices 98

Best practices Service level Wait times Metrics 98

AWS Machine Learning

JANUARY 28, 2025

By documenting the specific model versions, fine-tuning parameters, and prompt engineering techniques employed, teams can better understand the factors contributing to their AI systems performance. Evaluation algorithm Computes evaluation metrics to model outputs. Different algorithms have different metrics to be specified.

Management 104

Management APIs Engineering Metrics 104

Totango

JUNE 24, 2022

The digital nature of SaaS customer experience means that success outcomes are defined primarily in terms of digital, measurable key performance indicators, such as product usage metrics. To achieve performance goals, best practices should be defined and automated for each customer journey stage.

Best practices 109

Best practices SaaS Journey mapping B2C 109

AWS Machine Learning

MARCH 27, 2025

Lets say the task at hand is to predict the root cause categories (Customer Education, Feature Request, Software Defect, Documentation Improvement, Security Awareness, and Billing Inquiry) for customer support cases. These metrics provide high precision but are limited to specific use cases due to limited ground truth data.

Education 91

Education Engineering APIs Enterprise 91

Nicereply

DECEMBER 21, 2021

Let’s look at the best practices of how to manage customer feedback. Daily best practices for Support Managers. You can export your report as a CSV document. Weekly best practices for Support Managers and Teams. Read about the best weekly practices for support managers and teams: 1.

Best practices 98

Best practices Feedback Management Surveys 98

AWS Machine Learning

OCTOBER 2, 2024

This two-part series explores best practices for building generative AI applications using Amazon Bedrock Agents. It’s also a best practice to collect any extra information that would be shared with the agent in a production system. Implement citation mechanisms to reference source documents in responses.

Best practices 97

Best practices APIs Metrics Accountability 97

AWS Machine Learning

NOVEMBER 15, 2024

For automatic model evaluation jobs, you can either use built-in datasets across three predefined metrics (accuracy, robustness, toxicity) or bring your own datasets. Regular evaluations allow you to adjust and steer the AI’s behavior based on feedback and performance metrics.

APIs 109

APIs Government Best practices Metrics 109

AWS Machine Learning

JANUARY 8, 2024

AWS customers in healthcare, financial services, the public sector, and other industries store billions of documents as images or PDFs in Amazon Simple Storage Service (Amazon S3). In this post, we focus on processing a large collection of documents into raw text files and storing them in Amazon S3.

Scripts 111

Scripts Construction APIs Healthcare 111

AWS Machine Learning

MARCH 6, 2023

In this post, we dive into tips and best practices for successful LLM training on Amazon SageMaker Training. The post covers all the phases of an LLM training workload and describes associated infrastructure features and best practices. Some of the best practices in this post refer specifically to ml.p4d.24xlarge

Best practices 101

Best practices APIs Transportation Scripts 101

AWS Machine Learning

NOVEMBER 1, 2024

In this post, we explore the best practices and lessons learned for fine-tuning Anthropic’s Claude 3 Haiku on Amazon Bedrock. We also provide insights on how to achieve optimal results for different dataset sizes and use cases, backed by experimental data and performance metrics.

Best practices 95

Best practices APIs Finance Engineering 95

Education Services Group

APRIL 27, 2022

I’m not going to waste time trying to document how to correctly (mathematically) calculate all the three letter acronyms—but feel free to check out our Customer Success Definitions, Calculations, and Lingo…Oh My! Instead, I want to do some level setting on some specific metrics and flaws I see in the industry.

Metrics 98

Metrics Surveys SaaS CRM 98

AWS Machine Learning

MARCH 14, 2025

Although automated metrics are fast and cost-effective, they can only evaluate the correctness of an AI response, without capturing other evaluation dimensions or providing explanations of why an answer is problematic. Human evaluation, although thorough, is time-consuming and expensive at scale.

Metrics 81

Metrics Best practices Engineering APIs 81

AWS Machine Learning

APRIL 19, 2023

The ability to effectively handle and process enormous amounts of documents has become essential for enterprises in the modern world. Due to the continuous influx of information that all enterprises deal with, manually classifying documents is no longer a viable option.

APIs 98

APIs Metrics Enterprise Best practices 98

AWS Machine Learning

JANUARY 10, 2023

This post describes the best practices for load testing a SageMaker endpoint to find the right configuration for the number of instances and size. From there, we dive into how you can track and understand the metrics and performance of the SageMaker endpoint utilizing Amazon CloudWatch metrics. Metrics to track.

Best practices 93

Best practices Scripts APIs Metrics 93

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. This is what they do. This is what they do.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Vcaretec

JUNE 6, 2022

The metrics we use to measure omnichannel customer service experiences are core to a good relationship, and therefore, are core to a good shopping experience. Documentation - is the technical documentation fully up to the standards set by the brand and within the customized support process outlined by leadership?

Best practices 88

Best practices Customer Care Customer advocacy outsourcing 88

Outsource Consultants

FEBRUARY 18, 2025

Regular Meetings: Conduct regular business reviews to track progress on action plans, discuss performance metrics, and address any roadblocks that may arise. Documented Procedures: Document all service level agreements (SLAs) and operating procedures clearly and concisely. Document these actions and track their effectiveness.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

AWS Machine Learning

DECEMBER 3, 2024

The challenge: Resolving application problems before they impact customers New Relic’s 2024 Observability Forecast highlights three key operational challenges: Tool and context switching – Engineers use multiple monitoring tools, support desks, and documentation systems. The following diagram illustrates the workflow.

Customer Experience 104

Customer Experience Engineering Enterprise Benchmark 104

AWS Machine Learning

MARCH 21, 2023

In addition, they can view near real-time utilization metrics and create Amazon CloudWatch metrics to view and programmatically query SageMaker quotas. This architecture includes the following workflow: A CloudWatch metric monitors the usage of the resource. Choose Select metric. Select the metric you want to monitor.

Best practices 95

Best practices Metrics Accountability Engineering 95

SharpenCX

APRIL 8, 2020

So how can you, manager, use call center management best practices to better configure call queues and improve customer outcomes? Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. The answer lies in simplicity.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

AWS Machine Learning

JUNE 20, 2024

In addition, RAG architecture can lead to potential issues like retrieval collapse , where the retrieval component learns to retrieve the same documents regardless of the input. This makes it difficult to apply standard evaluation metrics like BERTScore ( Zhang et al.

Metrics 134

Metrics Engineering Accountability Benchmark 134

AWS Machine Learning

NOVEMBER 15, 2024

Recall@5 is a specific metric used in information retrieval evaluation, including in the BEIR benchmark. decode("utf-8")) response = response["embeddings"]["float"][0] elif is_txt(doc): # Doc is a text file, encode it as a document with open(doc, "r") as fIn: text = fIn.read() print("Encode img desc:", doc, " - Content:", text[0:100]+".")

Benchmark 106

Benchmark Enterprise Construction Engineering 106

Outsource Consultants

JANUARY 24, 2025

This blog post explores the key components, best practices, and cutting-edge technologies that drive effective quality monitoring in contact centers. Key Components of Effective Quality Monitoring Quality monitoring in contact centers requires a combination of tools, metrics, and strategies. For example, a U.S.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

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 92

Enterprise Engineering APIs Accountability 92

Interaction Metrics

JANUARY 7, 2025

The Future of Journey Mapping is Dynamic Best practices in customer journey mapping are evolving rapidly. Customer journey mapping visually documents the steps a customer takes to achieve a specific goal from their perspective. At Interaction Metrics, we specialize in designing scientific surveys that go beyond the basics.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

AWS Machine Learning

NOVEMBER 22, 2023

The IDP Well-Architected Lens is intended for all AWS customers who use AWS to run intelligent document processing (IDP) solutions and are searching for guidance on how to build secure, efficient, and reliable IDP solutions on AWS. This post focuses on the Operational Excellence pillar of the IDP solution.

Best practices 111

Best practices Metrics Feedback Enterprise 111

AWS Machine Learning

JANUARY 29, 2025

Intelligent document processing , translation and summarization, flexible and insightful responses for customer support agents, personalized marketing content, and image and code generation are a few use cases using generative AI that organizations are rolling out in production. There are two types of inference profiles.

Enterprise 87

Enterprise Government Accountability Finance 87

AWS Machine Learning

NOVEMBER 22, 2023

When a customer has a production-ready intelligent document processing (IDP) workload, we often receive requests for a Well-Architected review. To follow along with this post, you should be familiar with the previous posts in this series ( Part 1 and Part 2 ) and the guidelines in Guidance for Intelligent Document Processing on AWS.

APIs 116

APIs Metrics Benchmark Enterprise 116

AWS Machine Learning

NOVEMBER 7, 2024

Hybrid search – In RAG, you may also optionally want to implement and expose different templates for performing hybrid search that help improve the quality of the retrieved documents. Model monitoring – The model monitoring service allows tenants to evaluate model performance against predefined metrics.

Enterprise 111

Enterprise APIs Government Accountability 111

AWS Machine Learning

DECEMBER 5, 2022

Then we dive into the two key metrics used to evaluate a biometric system’s accuracy: the false match rate (also known as false acceptance rate) and false non-match rate (also known as false rejection rate). Finally, we discuss a framework and best practices for performing an evaluation of an identity verification service.

Metrics 89

Metrics Best practices Banking APIs 89

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. Prior to deploying a Customer Success p latform, many companies find their CS operations comprised of an endless web of spreadsheets and unorganized documentation. Regardless just remember that there is no one-size-fits-all approach for CS metrics.

Best practices 72

Best practices Upselling Accountability SaaS 72

VirtualPBX

FEBRUARY 17, 2022

It documents what services the provider will bring to the table and sets the service standards the provider is obligated to meet. Do you see why the journey to service level agreement best practices is needed? To sum up, the SLA adds finer detail regarding the services provided and the metrics used to measure their performance.

Best practices 52

Best practices Service level Wait times Metrics 52