CCNG
DECEMBER 11, 2024
With ChatGPT making a huge splash in the news lately, people are asking what this means for Conversational AI. The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. When used stand-alone, it cannot deliver the basic must-have requirements for enterprise use and above all, is not even designed for them.
TechSee
DECEMBER 11, 2024
2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i
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AWS Machine Learning
DECEMBER 11, 2024
Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI. In addition to planning considerations when building an AI application from the ground up, it focused on our Account Summaries use case, which allows account teams to quickly understand the state of a customer account, including recent trends in service usage, opportunity pipeline, and recommendations to help customers maximize the value they receive
Concentrix
DECEMBER 11, 2024
Discover how the New South Wales Government revolutionized homeless support services through digital transformation with the Journey on Home mobile app.
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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.
Hodusoft
DECEMBER 11, 2024
From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? This may sound too extreme to be true but it’s a fact. A study conducted by Emplifi found that almost 50 percent of American customers switched from one company to another after just one bad CX.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
5CA
DECEMBER 11, 2024
Discover how to effectively manage customer support demand spikes during seasonal surges, product launches, and viral marketing campaigns.
CSM Magazine
DECEMBER 11, 2024
As the business landscape continues to evolve, workforce planning is becoming more complex and dynamic thanks to companies across all industries being tasked with managing increasingly global, diverse, and hybrid workforces. But while the workforce evolves, the methods required for effective workforce planning are still very much in the ‘traditional’ and ‘manual’ phase.
AWS Machine Learning
DECEMBER 11, 2024
EBSCOlearning offers corporate learning and educational and career development products and services for businesses, educational institutions, and workforce development organizations. As a division of EBSCO Information Services, EBSCOlearning is committed to enhancing professional development and educational skills. In this post, we illustrate how EBSCOlearning partnered with AWS Generative AI Innovation Center (GenAIIC) to use the power of generative AI in revolutionizing their learning assessm
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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.
Bill Quiseng
DECEMBER 11, 2024
On January 20, 2025, “We, the People of the United States” declare our independence from Day One dictator Donald Trump and his #MAGA oligarchy. “No other country in the developed world as “for-profit” health insurance. And you know what, that’s why they have lower healthcare costs than we do. Their people aren’t burdened with the cost of supporting billionaire health insurance executives millionaires who work for them.” Dr.
AWS Machine Learning
DECEMBER 11, 2024
This post was co-written with Varun Kumar from Tealium Retrieval Augmented Generation (RAG) pipelines are popular for generating domain-specific outputs based on external data thats fed in as part of the context. However, there are challenges with evaluating and improving such systems. Two open-source libraries, Ragas (a library for RAG evaluation) and Auto-Instruct, used Amazon Bedrock to power a framework that evaluates and improves upon RAG.
Calltools
DECEMBER 11, 2024
Acquiring leads is one of the main challenges of contact centers. However, lead distribution strategies can allow your agents to have an even playing field or set up your leads to speak with your most qualified support staff. Selecting the right lead distribution method is essential to the success of your campaign. In this guide, we’ll explore the various lead distribution strategies your contact center can implement and the benefits of using automated lead distribution.
AWS Machine Learning
DECEMBER 11, 2024
Amazon Aurora PostgreSQL-Compatible Edition is a fully managed, PostgreSQL-compatible, ACID-aligned relational database engine that combines the speed, reliability, and manageability of Amazon Aurora with the simplicity and cost-effectiveness of open source databases. Aurora PostgreSQL-Compatible is a drop-in replacement for PostgreSQL and makes it simple and cost-effective to set up, operate, and scale your new and existing PostgreSQL deployments, freeing you to focus on your business and appli
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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.
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