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Using transcription confidence scores to improve slot filling in Amazon Lex

AWS Machine Learning

Interaction model The following are different customer experiences a caller may have depending on what they say and the transcription confidence scores returned by Amazon Lex: Conversation 1: Virtual Agent: Thank you for calling Acme Travel. Virtual Agent: In a few words, what is the reason for your call today?

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Amazing Business Radio: Genefa Murphy

ShepHyken

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. How can customers move through different modes of communications, including voice and digital channels, seamlessly without having to repeat their stories?

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Preparing Your Contact Center for the Age of Virtual Agents

Taylor Reach Group

It’s time to take a deeper dive into the word of virtual agents. That said, I acknowledge that virtual agents today aren’t as effective as live representatives and can be expensive during the implementation phase; not to mention the technology does not always match up to the marketing pitch.

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Reduce call hold time and improve customer experience with self-service virtual agents using Amazon Connect and Amazon Lex

AWS Machine Learning

The key to making this approach practical is to augment human agents with scalable, AI-powered virtual agents that can address callers’ needs for at least some of the incoming calls. Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01

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IVA is the New IVR Masterclass

Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction

2020 was the year that customer call centers and customer experience were pushed to their limit. With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents.

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What is Conversational AI and How Does it Work?

DMG Consulting

These applications deliver a persistent and consistent user experience across all touchpoints to reduce customer effort and enhance the customer experience (CX) while increasing self-service automation. without the help of a live agent, salesperson, or other employee. appeared first on DMG Consulting.

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Transforming citizen experience: How AI and automation can revolutionize public services

3CLogic

To improve citizen experience while reducing costs and complexity, many state and local agencies are prioritizing IT modernizations to streamline operations and enhance efficiency, ultimately serving more citizens faster and for less. Sources: NASCIO.com NASCIO.com Missionsqr.org