AWS Machine Learning

APRIL 3, 2024

Search engines and recommendation systems powered by generative AI can improve the product search experience exponentially by understanding natural language queries and returning more accurate results. Store embeddings into the Amazon OpenSearch Serverless as the search engine. First, let’s perform an image search based on text input.

Engineering 133

Engineering Accountability Education Metrics 133

ShepHyken

SEPTEMBER 3, 2021

When the CX platform is down, CX engineers need to troubleshoot the cause and devise a solution to get the platform back up online. This leads to several benefits including a more transparent CX environment that would allow engineers to operate more efficiently. . Improving contact center agent performance with a CX platform.

Customer Experience 376

Customer Experience Management Contact Center Engineering 376

AWS Machine Learning

NOVEMBER 13, 2024

A reverse image search engine enables users to upload an image to find related information instead of using text-based queries. Solution overview The solution outlines how to build a reverse image search engine to retrieve similar images based on input image queries. Engine : Select nmslib. Choose Create vector index.

Engineering 114

Engineering Management APIs Healthcare 114

AWS Machine Learning

MAY 9, 2024

Verisk has embraced this technology and has developed their own Instant Insight Engine, or AI companion, that provides an enhanced self-service capability to their FAST platform. Coming from a software development and sales engineering background, the possibilities that the cloud can bring to the world excite him.

Engineering 127

Engineering Customer Support APIs Government 127

ShepHyken

JANUARY 2, 2019

Within a few minutes, there was a knock at the door and a man from engineering was there with a new scale. And, just a few minutes after the engineer left, Neil received a call from the front desk to make sure the scale was working and if there was anything else he needed. He noticed the electronic scale in the bathroom didn’t work.

Customer Service 331

Customer Service Engineering Customer Care Customer Support 331

Callminer

NOVEMBER 9, 2020

noted that call centers with banks and call center agents fall victim to social engineering. For example, many times fraudsters start by socially engineering call center agents to give away or change sensitive information, which the fraudsters use during follow-up online transactions to steal money out of customer accounts.”

Call Center 345

Call Center Banking Contact Center Accountability 345

ShepHyken

DECEMBER 2, 2020

The story you don’t tell—at least I hope you don’t—is the one that includes the technical specs of the engine on the plane that’s flying you to that exotic location, the type of tires on the resort’s van that will be waiting at the airport or the number of parking spaces in the resort’s parking lot.

Engineering 389

Engineering Customer Service Customer Experience 389

Beyond Philosophy

JANUARY 4, 2022

Tina works for an engineering company in Australia and recently joined the New Zealand office. She also explained the company has engineers and technicians serving in dual roles because “customers do not want a sales relationship.” The water company had promoted an engineering guy to running customer experience.

Engineering 221

Engineering Consulting Consulting Best practices 221

CCNG

JULY 2, 2021

Our fully automated and adaptive language assessment engine provides accurate and immediate testing for speaking, writing and grammar in more than 10 global languages. With AI and machine learning, recruiters can rely on quick, accurate, and actionable data every single time.

CCNG 322

CCNG Contact Center Engineering Enterprise 322

ShepHyken

OCTOBER 20, 2020

With over 35 years of experience as a business leader, business consultant, IT application developer and engineer, Lou has created customer engagement strategies that reduce cost and enhance CX. About: Lou Gallagher is a Consumer Engagement Specialist at Mitel.

Customer centricity 73

Customer centricity Engineering Consulting Consulting 73

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Engineering 259

Engineering Consulting Consulting Customer Experience 259

ShepHyken

APRIL 23, 2024

New cars offer an updated look in addition to updates under the hood, which could include more efficient engines, the latest technology, and more. Update: Most cars don’t last forever. At some point, you need to replace them. Your business is the same.

Customer Experience 349

Customer Experience Advertising Feedback Engineering 349

CCNG

APRIL 13, 2021

Pam drives results through her passionate leadership and experience in process re-engineering, technology solutions, and organizational design. She is a long-time CCNG member, Town Hall facilitator, and blog contributor. To learn more about The Northridge Group’s Contact Center migration solutions, please click here.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

Beyond Philosophy

JANUARY 29, 2021

Suppose you don’t understand where those boundaries are, and you try to apply the fundamental laws of Newtonian gravity to your engineering project. Moreover, you’re going to crash your rocket ship or whatever you are engineering. In that case, you’re going to end up with some wrong assumptions.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

CX Accelerator

FEBRUARY 2, 2020

Other fields of study that had more than one representative were computer science, mathematics, engineering, history, and sociology. Out of 35 total responses, 53 majors, minors, and graduate degrees were represented, and some clear leaders emerged. 30% have degrees in business administration, 9% in marketing, 7.5%

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

ShepHyken

APRIL 26, 2021

ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. Shifting the Customer Experience from a Cost Center to a Profit Center by Brian Solis.

Customer Service 354

Customer Service First call resolution Contact Center Best practices 354

ShepHyken

OCTOBER 19, 2022

Their story is rich with high levels of luxury and engineering. Instead, they became what one author refers to as The ultimate automotive failure. . By the way, BMW’s slogan, The Ultimate Driving Machine , is its brand promise and has been since the 1970s. So, how are you and your company or brand perceived?

Automotive 316

Automotive Advertising Engineering Feedback 316

Steve DiGioia

JANUARY 18, 2021

The chairman of the department of mechanical engineering and biomechanical engineering at the University of Texas testified that this risk of harm is unacceptable, as did a widely recognized expert on burns, the editor-in-chief of the Journal of Burn Care and Rehabilitation, the leading scholarly publication in the specialty.

Customer Experience 298

Customer Experience Engineering Best practices Personalization 298

Beyond Philosophy

MAY 28, 2020

An engineer defines an overcrowded train as one that has people standing on it. What happens in business is the group of people who are first given a problem to solve tend to have a similar mindset, usually a financial-engineering, Newtonian- reductionist mindset. Your natural reaction is to disbelieve.

Metrics 371

Metrics Engineering Consulting Consulting 371

CCNG

OCTOBER 4, 2023

Remember when the steam engine meant farm owners no longer needed as many farmhands? In all of these cases, the technology removed some roles and then created new roles: mechanics for the steam engines, digital marketers, web designers and analysts for the web stores, and programmers for the word processors.

CCNG 195

CCNG Engineering Education Chatbots 195

ShepHyken

OCTOBER 28, 2024

He is responsible for the engineering and operational teams building Five9’s Genius AI portfolio. That gauntlet is a challenge for us to deliver experiences that people actually love.” ” About: Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9.

Contact Center 229

Contact Center Brand ambassadors Self service Upselling 229

ShepHyken

NOVEMBER 26, 2024

Disney promises an unforgettable, happy experience, and they deliver. BMW: “The Ultimate Driving Machine” – BMW is known for its high-performance and finely tuned German-engineered vehicles.  Maytag: “Built to Last” – Not long ago, I wrote about the lonely Maytag repairman commercials in a Shepard Letter article.

Enterprise 209

Enterprise Engineering Customer Service Customer Experience 209

Callminer

FEBRUARY 4, 2021

Older citizens, the unhealthy, and those in low-income areas have always been targets for social engineering. Now, so many more people are experiencing increased vulnerability, and hackers and social engineering cybercriminals are very aware. Second, inform customers of what you’ll never ask of them.

Call Center 345

Call Center Contact Center Finance Consulting 345

ShepHyken

NOVEMBER 27, 2023

” About: Chris Blaisure is the senior director of innovation and engineering at Elastic. .” “AI presents an opportunity to build a unique customer experience, separate yourself from the competition, and positively impact your brand.”

Customer Experience 257

Customer Experience Self service Chatbots Engineering 257

ShepHyken

MARCH 12, 2021

Rohan is skilled in Search Engine Optimization (SEO), Pay Per Click (PPC), Email Marketing, Conversion Optimization and Social Media Marketing. . Although it may require some investment, this is the only way you can take your business on the road to post-pandemic recovery and revival.

B2B 385

B2B Journey mapping B2C Telecommunications 385

CCNG

NOVEMBER 9, 2021

In the same way it’s a faux pas for engineers to test their new software in production, it’s just as ill advised to train an AI in the wild with actual customers who need their issues solved. This first step is easy, requires little technical lift, and has the added benefit of providing insights to training, marketing and product teams.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

TechSee

JUNE 16, 2021

They implemented Visual Assistance in an effort to lower their costly engineer dispatch rate and reduce machine downtime. The quick adoption resulted in a 41% decrease in engineer dispatches and a 43% increase in first call resolutions, significantly improving overall ROI. Visual assistance adoption case study: Costa Express .

Best practices 251

Best practices Wireless Enterprise First call resolution 251

Beyond Philosophy

OCTOBER 12, 2023

For example, sales organizations tend to be more optimistic and overpromise than the engineering side of the house. That’s because the engineering department typically gets left to deal with the fallout from poor planning. The salespeople overpromised, and the engineers went in and had to clear up the mess to deliver.

Healthcare 221

Healthcare Engineering Banking Accountability 221

AWS Machine Learning

AUGUST 6, 2024

Customization includes varied techniques such as Prompt Engineering, Retrieval Augmented Generation (RAG), and fine-tuning and continued pre-training. Prompt Engineering involves carefully crafting prompts to get a desired response from LLMs. Amazon Bedrock supports multiple prompt engineering techniques. Learn more here.

Engineering 138

Engineering Construction Chatbots Entertainment 138

Beyond Philosophy

OCTOBER 13, 2022

For example, expenses related to sending an engineer to a customer site at British Telecom would have decreased. The cost of sending an engineer to a customer site was about £40 ($40). If the engineers brought the wrong part and went to see the customer, that’s a lot of money wasted.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

AWS Machine Learning

MARCH 14, 2024

We provide an overview of key generative AI approaches, including prompt engineering, Retrieval Augmented Generation (RAG), and model customization. Building large language models (LLMs) from scratch or customizing pre-trained models requires substantial compute resources, expert data scientists, and months of engineering work.

Best practices 133

Best practices Engineering Chatbots Enterprise 133

Beyond Philosophy

JANUARY 12, 2023

However, the toxins will return if the engine isn’t working well. You have to fix the problem with the experience engine. They would need to commit to improving the customer experience engine, and that’s unlikely based on their performance thus far. It’s the same with customer experience.

Engineering 195

Engineering Quality management CRM Customer Experience 195

Callminer

APRIL 20, 2020

With this in mind, frequent visits from a senior engineer from the off-shore vendor to the client site during the design phase can help ensure a clear project understanding. With so many skilled engineers and experienced managers on board, they take on the responsibility to check all work and resolve any issues, if things go haywire.

Business Process Outsourcing 286

Business Process Outsourcing outsourcing Call Center Engineering 286