AWS Machine Learning

NOVEMBER 15, 2024

Principal is a global financial company with nearly 20,000 employees passionate about improving the wealth and well-being of people and businesses. In business for 145 years, Principal is helping approximately 64 million customers (as of Q2, 2024) plan, protect, invest, and retire, while working to support the communities where it does business and build a diverse, inclusive workforce.

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Chatbots Engineering Enterprise Feedback 124

CSM Magazine

NOVEMBER 15, 2024

A robust knowledge base can empower your customers to find solutions on their own, reducing support requests and enhancing overall user experience. Here are ten of the best knowledge base software solutions designed to elevate your customer service: 1. Zendesk Guide Zendesk Guide is a powerful, AI-powered solution that helps create a smart self-service experience.

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Customer Service Chatbots Self service Enterprise 52

AWS Machine Learning

NOVEMBER 15, 2024

The rapid advancement of generative AI promises transformative innovation, yet it also presents significant challenges. Concerns about legal implications, accuracy of AI-generated outputs, data privacy, and broader societal impacts have underscored the importance of responsible AI development. Responsible AI is a practice of designing, developing, and operating AI systems guided by a set of dimensions with the goal to maximize benefits while minimizing potential risks and unintended harm.

APIs 120

APIs Government Best practices Metrics 120

CSM Magazine

NOVEMBER 15, 2024

In the hectic world of customer service, juggling multiple tasks is part of the job. However, sometimes things slip through the cracks, and responses to customers are delayed. While it’s crucial to maintain professionalism and efficiency, how you handle these situations can make all the difference in maintaining a positive relationship with your customers.

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

AWS Machine Learning

NOVEMBER 15, 2024

In Part 1 of this series, we defined the Retrieval Augmented Generation (RAG) framework to augment large language models (LLMs) with a text-only knowledge base. We gave practical tips, based on hands-on experience with customer use cases, on how to improve text-only RAG solutions, from optimizing the retriever to mitigating and detecting hallucinations.

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APIs Engineering Chatbots Construction 127

AWS Machine Learning

NOVEMBER 15, 2024

This post is co-written with Mayur Patel, Nick Koenig, and Karthik Jetti from GoDaddy. GoDaddy empowers everyday entrepreneurs by providing all the help and tools to succeed online. With 21 million customers worldwide, GoDaddy’s global solutions help seamlessly connect entrepreneurs’ identity and presence with commerce, leading to profitable growth.

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Analytics Engineering APIs Customer Care 117

Brad Cleveland Blog

NOVEMBER 15, 2024

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization. There are countless ways … Continue reading → The post Customer Journey Mapping Tips appeared first on Brad Cleveland.

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Journey mapping Customer Experience Quality management Customer Service 52

AWS Machine Learning

NOVEMBER 15, 2024

The Cohere Embed multimodal embeddings model is now generally available on Amazon SageMaker JumpStart. This model is the newest Cohere Embed 3 model, which is now multimodal and capable of generating embeddings from both text and images, enabling enterprises to unlock real value from their vast amounts of data that exist in image form. In this post, we discuss the benefits and capabilities of this new model with some examples.

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Benchmark Enterprise Construction Engineering 115

CSM Magazine

NOVEMBER 15, 2024

Catchy customer service slogans are powerful tools that encapsulate a company’s commitment to customer satisfaction in a memorable phrase. In an era where faceless corporations dominate the market, businesses that dare to be human, to listen, and to empathize are the ones that rise above the noise. When crafted carefully, a great slogan can inspire employees and elevate customer expectations.

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

AWS Machine Learning

NOVEMBER 15, 2024

In the rapidly evolving landscape of AI, generative models have emerged as a transformative technology, empowering users to explore new frontiers of creativity and problem-solving. These advanced AI systems have transcended their traditional text-based capabilities, now seamlessly integrating multimodal functionalities that expand their reach into diverse applications. models have become increasingly powerful, enabling a wide range of applications beyond just text generation.

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Benchmark Metrics Management Analytics 116

CSM Magazine

NOVEMBER 15, 2024

The landscape of educational content creation is changing rapidly as AI-based platforms for course development take the lead in driving this shift. With a growing number of educators and organizations embracing technology to streamline the process of content creation comes the importance of selecting the platform. Outlined below are attributes to consider when selecting an AI-powered course creation platform to guarantee the delivery of top-notch educational materials.

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Education industry standards Analytics Technology 52

ChurnZero

NOVEMBER 15, 2024

For most CX teams in SaaS, the implementation process is a one-way street. Your team directs their attention outward to focus on the customer, their needs, their data, their stakeholders, and their timetable. And, really, that’s how it should be—with one exception. To the customer, implementation handoffs are almost a formality. An introduction from their sales rep to the implementation team starts the process, and a handoff from implementation to their CSM concludes it.

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SaaS Sales Feedback CRM 52

5CA

NOVEMBER 15, 2024

Learn how 5CA integrates conversational AI, agent copilots, real-time translation, and AI-powered quality assurance to enhance customer experiences and operational efficiency.

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

JustCall

NOVEMBER 15, 2024

Black Friday is nearly here, and absolute chaos is unfolding everywhere in the business universe. Business owners are pulling their hair out, trying to figure out if their discounts are too high (goodbye profits!) or too low (goodbye customers!). Sales reps are drowning in sticky notes covered with follow-ups or discount offers, and the break room coffee is working overtime (and someone just ate the last chocolate bar.

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Sales Coaching CRM Personalization 52

CSM Magazine

NOVEMBER 15, 2024

Nonprofit organizations and community service rely heavily on managing volunteers for operations and success. As the number of volunteers contributing their time to causes grows steadily, the importance of tools for tracking them has become crucial. A strong volunteer tracking application can simplify tasks, improve communication channels, and promote interaction.

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