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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service. Integrated Processes: No more switching tabs or juggling tools.

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Guest Post: The AI Revolution in Customer and Employee Experience

ShepHyken

He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. On average, AI-powered tools shorten customer interactions by 39%. of companies use these tools, with an additional 44.1% Currently, 34.3% testing it.

Chatbots 166
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Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience

Calabrio

Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Patient self-service tools like chatbots. One solution thats reshaping the patient experience?

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Tool choice with Amazon Nova models

AWS Machine Learning

However, as use cases have matured, the ability for a model to have access to tools or structures that would be inherently outside of the models frame of reference has become paramount. This capability has developed into what is referred to as tool use or function calling. Amazon Nova will use the weather tool.

APIs 104
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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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Six Game-Changing AI Customer Service and CX Strategies

ShepHyken

The book isnt about which specific AI tools to use. AI can deliver immediate first responses through chatbots, but heres the key make sure your customers can seamlessly transition to a human agent when needed. Many of those will be obsolete in a very short time. Its about how to think about AI, hence the title, AI Mindshift.

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Guest Post: Customer Service Automation: A Quick Beginner’s Guide

ShepHyken

Automated customer service systems like IVR, chatbots and even knowledge management systems can help you assist customers even when your agents aren’t online.? . With automation tools like IVR and chatbot , you can help customers reach the right agent, therefore helping them avoid repeating themselves multiple times.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. How to integrate new tools in your support tech stack, and more. But is this the best place to burn our operational calories? How these emerging technologies can improve engagement, reduce churn.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.