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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

People still use voice channels. What people don’t like about voice channels is the experience. They don’t like waiting on hold, complex IVRs, or conversational AI that doesn’t work. 51% preferred phone when it comes to general issues. 2% prefer phone when it comes to urgent or sensitive concerns.

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What is Conversational AI and How Does it Work?

DMG Consulting

without the help of a live agent, salesperson, or other employee. When a CAI solution doesnt know how to handle a request, it is escalated to its human counterparts, along with customer and interaction data to provide background and context as part of the hand-off process. appeared first on DMG Consulting.

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The Top 5 Benefits of an IVR

Noble Systems

What Is IVR? Some people new to the contact center industry might be wondering ‘what does IVR stand for’? This common acronym stands for Interactive Voice Response. Callers can input their response via their telephone keypad (touch-tone) or using voice commands. Intelligent Call Routing.

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IVA is the New IVR Masterclass

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

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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DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Intelligent Virtual Agent Product and Market Report.

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DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.