AWS Machine Learning

MARCH 6, 2025

Current RAG pipelines frequently employ similarity-based metrics such as ROUGE , BLEU , and BERTScore to assess the quality of the generated responses, which is essential for refining and enhancing the models capabilities. More sophisticated metrics are needed to evaluate factual alignment and accuracy.

Metrics 102

Metrics Enterprise APIs Engineering 102

AWS Machine Learning

JANUARY 28, 2025

Rigorous testing allows us to understand an LLMs capabilities, limitations, and potential biases, and provide actionable feedback to identify and mitigate risk. Evaluation algorithm Computes evaluation metrics to model outputs. Different algorithms have different metrics to be specified.

Management 95

Management APIs Engineering Metrics 95

AWS Machine Learning

NOVEMBER 15, 2024

For automatic model evaluation jobs, you can either use built-in datasets across three predefined metrics (accuracy, robustness, toxicity) or bring your own datasets. Diverse feedback is also important, so think about implementing human-in-the-loop testing to assess model responses for safety and fairness.

APIs 105

APIs Government Best practices Metrics 105

AWS Machine Learning

FEBRUARY 21, 2025

Continuous fine-tuning also enables models to integrate human feedback, address errors, and tailor to real-world applications. When you have user feedback to the model responses, you can also use reinforcement learning from human feedback (RLHF) to guide the LLMs response by rewarding the outputs that align with human preferences.

Benchmark 79

Benchmark Metrics Engineering Feedback 79

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. Revenue per Agent: This metric measures the revenue generated by each agent. For many leaders, it might often feel like a high-wire act.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Call Center Weekly

APRIL 17, 2018

By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. How do we then collect metrics on customer experience? Direct customer feedback is probably the best method for determining how customer-focused a brand is. They also have the power to take their money somewhere else.

Contact Center 136

Contact Center Metrics Customer Experience Technical Support 136

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. They don’t do anything else except maybe monitor a few calls and give some feedback.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

NOVEMBER 14, 2024

The DS uses SageMaker Training jobs to generate metrics captured by , selects a candidate model, and registers the model version inside the shared model group in their local model registry. Optionally, this model group can also be shared with their test and production accounts if local account access to model versions is needed.

Government 89

Government Management APIs Accountability 89

AWS Machine Learning

OCTOBER 9, 2024

Amazon Lookout for Metrics is a fully managed service that uses machine learning (ML) to detect anomalies in virtually any time-series business or operational metrics—such as revenue performance, purchase transactions, and customer acquisition and retention rates—with no ML experience required.

Metrics 84

Metrics APIs Engineering Accountability 84

AWS Machine Learning

MARCH 27, 2025

This requirement translates into time and effort investment of trained personnel, who could be support engineers or other technical staff, to review tens of thousands of support cases to arrive at an even distribution of 3,000 per category. If the use case doesnt yield discrete outputs, task-specific metrics are more appropriate.

Education 101

Education Engineering APIs Enterprise 101

AWS Machine Learning

MARCH 25, 2025

The ability to quickly retrieve and analyze session data empowers developers to optimize their applications based on actual usage patterns and performance metrics. Try out the Session Management APIs for your own use case, and share your feedback in the comments. Aniketh Manjunath is a Software Development Engineer at Amazon Bedrock.

APIs 105

APIs Management Government Healthcare 105

Callminer

FEBRUARY 4, 2021

Call center managers and supervisors need to train agents on the course of action to take for a vulnerable customer, and they also need to communicate regular feedback to agents to help them get better. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. Adrian Travis. Grant Aldrich.

Call Center 345

Call Center Contact Center Finance Consulting 345

Outsource Consultants

FEBRUARY 18, 2025

Negative customer feedback and declining customer satisfaction: The cumulative effect of these issues often manifests as negative reviews, complaints, and a general decline in customer satisfaction scores. Proactive quality control is the engine that powers this positive cycle. Tie rewards to specific, measurable quality metrics.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

AWS Machine Learning

MAY 3, 2023

One aspect of this data preparation is feature engineering. Feature engineering refers to the process where relevant variables are identified, selected, and manipulated to transform the raw data into more useful and usable forms for use with the ML algorithm used to train a model and perform inference against it.

Engineering 83

Engineering Metrics APIs Big data 83

CCNG

JUNE 14, 2023

Actively listening to customer feedback and observing their behavior can provide valuable insights into their emotional needs and help you tailor your products, services, and communication strategies accordingly. How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

AWS Machine Learning

MARCH 25, 2025

Automated safety guards Integrated Amazon CloudWatch alarms monitor metrics on an inference component. AlarmName This CloudWatch alarm is configured to monitor metrics on an InferenceComponent. Andrew Smith is a Cloud Support Engineer in the SageMaker, Vision & Other team at AWS, based in Sydney, Australia.

APIs 89

APIs Engineering Accountability Metrics 89

Lumoa

FEBRUARY 28, 2023

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. You’ll be richly rewarded: 78% of customers have a more favorable view of brands that ask for feedback. Strategically reacting to customer feedback can increase customer loyalty and retention.

Feedback 78

Feedback Surveys Metrics Customer Experience 78

Win the Customer

JANUARY 2, 2025

Leading Cross-Functional Teams: Assembling the Right Team: Product managers will need to lead cross-functional teams with diverse expertise, including data scientists, AI engineers, UX/UI designers, and customer success managers. Continuous Improvement: AI models require continuous monitoring and optimization.

Management 59

Management Metrics Chatbots Engineering 59

TeleDirect

DECEMBER 20, 2024

Use surveys, feedback forms, and analytics to understand your audience better. Measure and Optimize Consistently measure CX performance using metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Q: What metrics should businesses use to measure CX?

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

REVE Chat Blog

MARCH 18, 2020

Building a good chatbot is a daunting task but at the same time, it is important to understand the key chatbot metrics and how they are performing to achieve your goals. Information is the oil of the 21st century, and analytics is the combustion engine”. Chatbot analytics: User metrics. Why chatbot analytics matter? .

Chatbots 81

Chatbots Metrics Analytics Banking 81

AWS Machine Learning

FEBRUARY 5, 2025

There is consistent customer feedback that AI assistants are the most useful when users can interface with them within the productivity tools they already use on a daily basis, to avoid switching applications and context. For Slack, we are collecting user feedback, as shown in the preceding screenshot of the UI.

Engineering 70

Engineering Feedback Analytics Education 70

REVE Chat Blog

MARCH 18, 2020

Building a good chatbot is a daunting task but at the same time, it is important to understand the key chatbot metrics and how they are performing to achieve your goals. Information is the oil of the 21st century, and analytics is the combustion engine”. Chatbot analytics: User metrics. Why chatbot analytics matter? .

Chatbots 77

Chatbots Metrics Analytics Banking 77

AWS Machine Learning

SEPTEMBER 6, 2024

This post focuses on evaluating and interpreting metrics using FMEval for question answering in a generative AI application. FMEval is a comprehensive evaluation suite from Amazon SageMaker Clarify , providing standardized implementations of metrics to assess quality and responsibility. Question Answer Fact Who is Andrew R.

Best practices 89

Best practices Metrics Sales Benchmark 89

AWS Machine Learning

NOVEMBER 7, 2024

Prompt engineering is typically an iterative process, and teams experiment with different techniques and prompt structures until they reach their target outcomes. Model monitoring – The model monitoring service allows tenants to evaluate model performance against predefined metrics. They’re illustrated in the following figure.

Enterprise 106

Enterprise APIs Government Accountability 106

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

SharpenCX

MARCH 4, 2020

And, they cram months (and months) of feedback into a single coaching session. But given how our memories work, coaching in spurts and keeping feedback in your back pocket won’t lead to better performance. And, they give feedback that optimizes agent strengths and improves team effectiveness.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Key point : Feedback surveys have to be thoughtfully designed into each touchpoint, in terms of the channel, timing, and survey questions. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

GetFeedback

MAY 9, 2019

F or CXM to be successful, you need two components: real-time feedback (across the entire customer journey) and data analytics to close the gap between what customers expect and their perception of the experience that is currently being delivered. From this feedback, you can identify trends and opportunities to improve customer experience.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

AWS Machine Learning

DECEMBER 22, 2023

TruLens evaluations use an abstraction of feedback functions. Although new components have worked their way into the compute layer (fine-tuning, prompt engineering, model APIs) and storage layer (vector databases), the need for observability remains.

Feedback 112

Feedback Engineering Metrics APIs 112

AWS Machine Learning

AUGUST 26, 2024

Built on AWS with asynchronous processing, the solution incorporates multiple quality assurance measures and is continually refined through a comprehensive feedback loop, all while maintaining stringent security and privacy standards. As new models become available on Amazon Bedrock, we have a structured evaluation process in place.

Sales 119

Sales Accountability Feedback Metrics 119

AWS Machine Learning

JUNE 20, 2024

Additionally, evaluation can identify potential biases, hallucinations, inconsistencies, or factual errors that may arise from the integration of external sources or from sub-optimal prompt engineering. This makes it difficult to apply standard evaluation metrics like BERTScore ( Zhang et al.

Metrics 128

Metrics Engineering Accountability Benchmark 128

ChurnZero

MARCH 24, 2025

Every trend points to customer success becoming the growth engine of businesses, and since customer success typically owns NRR (net revenue retention) , tracking how the teams investments impact performance is also part of that need. 1: You notice your CRM holding your team back. 3: Your CS teams processes feel inconsistent or repetitive.

Technology 52

Technology CRM Engineering Finance 52

AWS Machine Learning

FEBRUARY 12, 2024

Finally, the team’s aspiration was to receive immediate feedback on each change made in the code, reducing the feedback loop from minutes to an instant, and thereby reducing the development cycle for ML models. This decision is based on a condition metric defined in the configuration file.

Engineering 129

Engineering Wait times Metrics Accountability 129

Balto

MARCH 17, 2025

Its not just about tracking basic metrics anymoreits about gaining comprehensive insights that drive strategic decisions. Key Metrics for Measuring Success Tracking the right performance indicators separates thriving call centers from struggling operations. This metric transforms support from cost center to growth driver.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Callminer

FEBRUARY 21, 2018

This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. Peter Abah. Peter Abah is the Head of Customer Support at Hotels.ng.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Balto

MARCH 3, 2025

Smart routing systems direct calls to the most qualified agents based on skills, availability, and past performance metrics. Natural Language Processing: The Human Touch NLP engines interpret customer intent and sentiment in real-time, helping agents respond with appropriate empathy and solutions.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52