AWS Machine Learning

APRIL 23, 2024

This post explores the new enterprise-grade features for Knowledge Bases on Amazon Bedrock and how they align with the AWS Well-Architected Framework. AWS Well-Architected design principles RAG-based applications built using Knowledge Bases for Amazon Bedrock can greatly benefit from following the AWS Well-Architected Framework.

APIs 123

APIs Enterprise Scripts Accountability 123

CX Accelerator

JANUARY 7, 2019

Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service. Traditional searching based on keywords yields results but with far less accuracy. Now take into consideration chatbots or any sort of automated response to a customer.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

AWS Machine Learning

MARCH 6, 2025

Current RAG pipelines frequently employ similarity-based metrics such as ROUGE , BLEU , and BERTScore to assess the quality of the generated responses, which is essential for refining and enhancing the models capabilities. More sophisticated metrics are needed to evaluate factual alignment and accuracy.

Metrics 91

Metrics Enterprise APIs Engineering 91

TeleDirect

MARCH 9, 2025

Leverage AI-Powered Chatbots and Self-Service Options AI-driven chatbots can resolve common customer inquiries instantly. Encourage the use of knowledge bases for quick access to customer information. Prioritize VIP customers or urgent inquiries for faster resolution. Q3: How can AI help reduce call wait times?

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

AWS Machine Learning

OCTOBER 24, 2024

Since the inception of AWS GenAIIC in May 2023, we have witnessed high customer demand for chatbots that can extract information and generate insights from massive and often heterogeneous knowledge bases. a) to augment its knowledge, along with the user query (3.b). The following is a general diagram of a RAG workflow.

Chatbots 82

Chatbots Metrics Scripts APIs 82

ShepHyken

FEBRUARY 1, 2022

Many brands are still hamstrung by the old ways of organizing information – they typically have answers hidden four, five, or six clicks deep into a knowledge base or scattered across different departments in the organization. Support leaders are turning to chatbots and virtual assistants to help meet customer expectations.

Average Handle Time 183

Average Handle Time Chatbots Self service Customer Support 183

AWS Machine Learning

FEBRUARY 18, 2025

The transformed logs were stored in a separate S3 bucket, while another EventBridge schedule fed these transformed logs into Amazon Bedrock Knowledge Bases , an end-to-end managed Retrieval Augmented Generation (RAG) workflow capability, allowing the chat assistant to query them efficiently.

APIs 70

APIs Engineering Metrics Big data 70

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. Users of the chatbot interact with Amazon Lex through the web client UI, Amazon Alexa , or Amazon Connect.

Chatbots 122

Chatbots Banking APIs Enterprise 122

AWS Machine Learning

MAY 30, 2024

Retrieval Augmented Generation vs. fine tuning Traditional LLMs don’t have an understanding of Vitech’s processes and flow, making it imperative to augment the power of LLMs with Vitech’s knowledge base. Additionally, Vitech uses Amazon Bedrock runtime metrics to measure latency, performance, and number of tokens. “We

Chatbots 123

Chatbots Engineering APIs Technology 123

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Ensure agents fully understand these standards, including the metrics used for evaluation. Transparency and clarity are paramount for agents to perform at their best.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Customer Service Life

MAY 11, 2022

In my third point about the importance of optimizing your Zendesk knowledge base, I left incomplete exploring artificial intelligence as a means of making it easier for customers to find answers to their questions. Understanding the Key Metrics for Self-Service. I hope that you can glean some best practices for your operation.

Self service 104

Self service Chatbots Metrics Surveys 104

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. This knowledge will, in turn, allow you to optimize backend tools and technologies. Goal: Adopt Chatbots.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

CSM Magazine

FEBRUARY 6, 2025

For example, if you find that post-purchase inquiries frequently lead to long wait times, you might prioritize adding AI-powered chatbots to respond instantly to FAQs. Common resources include: Support Channels : Implement live chat, email tools, or self-service resources like knowledge bases.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ROI CX Solutions

DECEMBER 16, 2024

Implement self-service options: Create FAQs to answer common questions, deploy chatbots for 24/7 customer support, or use IVR to direct incoming calls. Holiday tips for success: Utilize call-back queues, track metrics, prepare for common inquiries, and maintain a positive attitude when dealing with frustrated customers.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. These solutions can focus on knowledge base management system , visual guides, chatbot creation, or visual assistance.

Customer Support 183

Customer Support Self service Journey mapping Wait times 183

Nicereply

SEPTEMBER 13, 2022

The knowledge base has been considered a crucial component of providing self-service for years. And now knowledge bases as we’ve always known them are dead. We’ve all seen the expansion of chatbots. Here’s what it all means: The way we consume knowledge is changing. The traditional knowledge base is fading.

SaaS 52

SaaS Chatbots Scripts Self service 52

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Solvvy

SEPTEMBER 20, 2022

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Win the Customer

NOVEMBER 25, 2024

Understanding the Role of AI AI-powered chatbots and virtual assistants can handle a wide range of customer inquiries, from simple questions to complex troubleshooting. Knowledge Base Access: AI can provide agents with real-time access to information, empowering them to solve problems quickly and accurately.

Wait times 59

Wait times Chatbots Best practices Feedback 59

ProProfs Blog

OCTOBER 13, 2020

As a contact center metric, it is a vital part of the customer relationship management process. And unfortunately, this metric doesn’t really capture emotional dissatisfaction even if you did resolve a problem. What does it really say about this customer service metric ? Keep Your Knowledge Base Up-to-Date.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Interaction Metrics

MARCH 13, 2025

That’s where Interaction Metrics steps in. If youre ready to boost overall customer satisfaction, retention, and customer loyalty, you can use customer sentiment analytics to transform your approach to the customer experience, or work with a partner like Interaction Metrics that can do it for you.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

AWS Machine Learning

MARCH 18, 2025

Additionally, the complexity increases due to the presence of synonyms for columns and internal metrics available. I am creating a new metric and need the sales data. These logs can be used to test the accuracy and enhance the context by providing more details in the knowledge base. streamlit run app.py

Enterprise 79

Enterprise Chatbots Engineering Metrics 79

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience. Omnichannel Customer Support Options .

Customer Experience 165

Customer Experience Scripts Self service outsourcing 165

Quiq

AUGUST 4, 2022

Metrics are the lifeblood of help desks and contact centers. Most help desk leaders are using a variety of metrics to measure their team’s performance, but which data should you track? Data can help drive success, but collecting the wrong metrics (and too many) can cause overwhelm and unnecessary stress on your team.

Metrics 70

Metrics Chatbots Best practices Contact Center 70

Fonolo

NOVEMBER 8, 2022

Based on this information, you can make decisions on which types of calls to prioritize for the voice channel, and which calls to divert to other channels. When it comes to lowering call center demand, first call resolution (FCR) is the most important call center metric to focus on. Knowledge Base or FAQ.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Fonolo

APRIL 22, 2021

First Call Resolution (FCR) is one of the best metrics for tracking your success in both these areas. The Executive Guide to Improving 6 Call Center Metrics. FCR is a standard metric used in almost every call center. What is First Call Resolution in Call Center Metrics? What is First Call Resolution (FCR)? DID YOU KNOW?

First call resolution 142

First call resolution Call Center Metrics Interactive Voice Response 142

Outsource Consultants

MARCH 18, 2025

The implementation of AI-powered chatbots can handle simple queries efficiently, freeing up human agents for more complex issues. Cloud-based solutions are also becoming increasingly popular. Key metrics to consider include customer retention rates, average handle time, and first call resolution rates.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Comm100

MARCH 27, 2023

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. This is where higher education chatbots come into play.

Education 79

Education Chatbots Wait times Surveys 79

CSM Magazine

NOVEMBER 27, 2024

Implementing AI-driven chatbots is also highly recommended as this can intelligently route queries or solve minor issues (and hand off complex issues to human agents). Measure Key Metrics Regularly One of the best ways to improve your customer service continually is by tracking and analyzing performance metrics.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

Fonolo

MAY 4, 2021

Investing in training and re-training your agents and expanding the knowledge base of existing contact center staff will result in fewer costly mistakes, an increase in the number of calls an individual agent can handle in a shift, faster resolutions, and an overall positive impact on your call center metrics.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Calabrio

MARCH 22, 2025

When a single call, text, or even chatbot message is charged with so much potential impact, the task of effective contact center management has taken on a new level importance. Implement user-friendly knowledge bases, FAQs, and chatbots to empower customers to find answers independently.

Best practices 52

Best practices Contact Center Management Call Center 52

AWS Machine Learning

JUNE 25, 2024

A new automatic dashboard for Amazon Bedrock was added to provide insights into key metrics for Amazon Bedrock models. From here you can gain centralized visibility and insights to key metrics such as latency and invocation metrics. Optionally, you can select a specific model to isolate the metrics to one model.

Metrics 115

Metrics APIs Government Big data 115

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 97

Wireless Enterprise APIs Chatbots 97

Interactions

OCTOBER 23, 2024

According to a Google survey from earlier this year, 59% of retailers are interested in using Generative AI specifically to streamline customer service and 38% want to use it to support employees with better knowledge. Generated conversational prompts to assist agents in live calls, social media responses, and chat and SMS interactions.

Contact Center 62

Contact Center Surveys Self service Analytics 62

aircall

AUGUST 14, 2022

Let’s look at some metrics you might want to track below. . Much like the above, it can be a figure that bloats as your business scales, but it‘s one you’ll want to keep down to retain your customer base and your reputation. This is a useful metric to gauge how long it takes for a support team’s tickets to be resolved.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Fonolo

DECEMBER 15, 2022

The Executive Guide to Improving 6 Contact Center Metrics. If your voice channel is in high demand, an AI-driven chatbot may be just what you need to alleviate the strain from your call center. As a contact center leader, it’s easy to get caught up in high-level metrics and reports. Improve the Customer Journey.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

ProProfs Blog

MARCH 25, 2020

makes use of AI-based tools like. chatbots and others such as knowledge base , live chat , help desk , and others to make. For every second shaved off average handle times, chatbots can save call centers up to $1 million. Automated customer service is a process that. sure that no support question. Tweet this.

Customer Service 125

Customer Service Chatbots Customer Support Personalization 125