AWS Machine Learning

APRIL 26, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG).

APIs 124

APIs Enterprise Chatbots Engineering 124

AWS Machine Learning

AUGUST 7, 2024

For instance, customer support, troubleshooting, and internal and external knowledge-based search. RAG is the process of optimizing the output of an LLM so it references an authoritative knowledge base outside of its training data sources before generating a response. Create a knowledge base that contains this book.

APIs 130

APIs Chatbots Metrics Education 130

AWS Machine Learning

AUGUST 5, 2024

An end-to-end RAG solution involves several components, including a knowledge base, a retrieval system, and a generation system. Solution overview The solution provides an automated end-to-end deployment of a RAG workflow using Knowledge Bases for Amazon Bedrock. Please share your feedback to us!

Scripts 123

Scripts Accountability Education Feedback 123

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams.

B2C 346

B2C Customer centricity Feedback Upselling 346

CSM Magazine

NOVEMBER 14, 2024

Customer feedback – when utilized correctly – is a great way of improving service, standards, and products and thus, increasing profits. Naturally, there is a balance to be struck between acting on every piece of feedback and simply ignoring every negative thing said about a service or product.

Feedback 52

Feedback Marketing Management 52

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement. Train employees to anticipate and meet customer needs proactively.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

AWS Machine Learning

MARCH 6, 2025

Build sample RAG Documents are segmented into chunks and stored in an Amazon Bedrock Knowledge Bases (Steps 24). The evaluation process generates two key outputs: Feedback : The judge LLM (Language Model) provides detailed evaluation feedback in the form of a string, offering qualitative insights into the systems performance.

Metrics 94

Metrics Enterprise APIs Engineering 94

AWS Machine Learning

NOVEMBER 15, 2024

As Principal grew, its internal support knowledge base considerably expanded. QnABot is a multilanguage, multichannel conversational interface (chatbot) that responds to customers’ questions, answers, and feedback. During the initial pilot, the Principal AI Enablement team worked with business users to gather feedback.

Chatbots 115

Chatbots Engineering Enterprise Government 115

ShepHyken

JUNE 4, 2021

How knowledge management helps in improving FCR? FCR can be improved by a knowledge management system with its tools such as a decision tree, knowledge base. Knowledge base helps in collecting all the important data required for customer support and organizing them in order. Gather feedback.

First call resolution 213

First call resolution Management Chatbots Self service 213

ProProfs Blog

SEPTEMBER 24, 2020

That’s why every brand needs to understand the importance of customer experience and how to leverage the collected customer feedback to continually improve it. . As a brand, you need to make sure that they are treated well and get what they want to get exceptional customer feedback in return. . Offer product tours.

Feedback 141

Feedback Surveys Analytics Customer Support 141

ShepHyken

MAY 14, 2021

One effective way brands of all shapes, sizes and forms can embrace self-service is by using a knowledge base software to create a repository of quality and updated information and empower customers to answer FAQ-type queries themselves. Listen and take the customer queries and feedback seriously.

Journey mapping 236

Journey mapping Customer Experience Self service Personalization 236

AWS Machine Learning

FEBRUARY 7, 2025

Slack already provides applications for workstations and phones, message threads for complex queries, emoji reactions for feedback, and file sharing capabilities. Every new message is acknowledged by a gear emoji for immediate feedback, which eventually changes to a check mark if the query was successful or an X if an error occurred.

Entertainment 77

Entertainment APIs Technology Feedback 77

Global Response

MARCH 24, 2025

In this article, well explore what a call center knowledge management system (KMS) is and how it can bridge the gaps between your agents, information storage, and customer service. Read on for a blueprint for building and maintaining a successful knowledge base Key takeaways Why? What is a knowledge management system?

Call Center 62

Call Center Management Abandon rate outsourcing 62

AWS Machine Learning

NOVEMBER 15, 2024

Diverse feedback is also important, so think about implementing human-in-the-loop testing to assess model responses for safety and fairness. Regular evaluations allow you to adjust and steer the AI’s behavior based on feedback and performance metrics. Amazon Bedrock Knowledge Bases manages the end-to-end RAG workflow for you.

APIs 108

APIs Government Best practices Metrics 108

AWS Machine Learning

MARCH 18, 2025

This transcription then serves as the input for a powerful LLM, which draws upon its vast knowledge base to provide personalized, context-aware responses tailored to your specific situation. These data sources provide contextual information and serve as a knowledge base for the LLM.

Healthcare 81

Healthcare Analytics Consulting Consulting 81

AWS Machine Learning

JUNE 25, 2024

Extracting valuable insights from customer feedback presents several significant challenges. Scalability becomes an issue as the amount of feedback grows, hindering the ability to respond promptly and address customer concerns. Large language models (LLMs) have transformed the way we engage with and process natural language.

Feedback 122

Feedback Engineering Enterprise Technical Support 122

Lumoa

FEBRUARY 27, 2025

With these new systems turned on, we expect translations to be 5% to 40% more accurate (depending on language) and Topics to allocate feedback significantly more accurately! This should make it easier to use, and these changes are a direct result of user feedback.

APIs 78

APIs Surveys Feedback Engineering 78

Lumoa

FEBRUARY 27, 2025

This should make it easier to use, and these changes are a direct result of user feedback. Ask AI Quality Improvements Ask AI is our premier way to get to the heart of your customer or employee feedback. You can get more information on Ask AI from our knowledge base. Now, its going to work even better!

Engineering 78

Engineering Surveys Feedback Personalization 78

TeleDirect

MARCH 9, 2025

Encourage the use of knowledge bases for quick access to customer information. Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement. Act on feedback to improve overall service delivery. Train agents to stay focused and avoid unnecessary small talk.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. feedback@ (Contributed by: , @jacobshields20 ). Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question.

Customer Support 316

Customer Support Wait times Self service Best practices 316

CSM Magazine

FEBRUARY 6, 2025

Regularly revisit and adjust your milestones to reflect customer feedback and shifting priorities. Common resources include: Support Channels : Implement live chat, email tools, or self-service resources like knowledge bases. Gather feedback from both customers and your team. Refine strategies based on customer feedback.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Incorporate feedback to optimize customer support .

Customer Experience 183

Customer Experience Customer Support Enterprise Scripts 183

CSM Magazine

JANUARY 8, 2025

Knowledge Base Reduce repetitive queries and empower your customers by creating a self-service knowledge base. Customer Feedback Tools Understand your customers better with built-in tools for collecting insights, such as surveys and Net Promoter Scores (NPS).

Customer Service 52

Customer Service Self service Enterprise Wait times 52

TeleDirect

MARCH 20, 2025

Implement a knowledge base with solutions to common issues. Utilize Customer Feedback to Drive Improvements Customer feedback is a valuable tool for identifying areas where service can be improved. Listening to customer opinions and making changes based on their input demonstrates a commitment to quality service.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

ShepHyken

MAY 27, 2022

In customer support, management needs to take feedback from support agents and consolidate it to optimize business processes. Engaging with customer support employees and taking their feedback makes them active participants in the mainline decision-making processes . Benefits .

Customer Support 323

Customer Support Employee engagement Call Center Scripts 323

CSM Magazine

MARCH 3, 2025

Key features of self-service portals may include: Knowledge bases: Detailed guides, FAQs, and articles available for customer reference. Better products and services, along with a more efficient knowledge base, are all possible with this data. Categories should be clear and logical.

Self service 52

Self service Best practices Wait times Feedback 52

ShepHyken

AUGUST 17, 2018

Pro tip 1: Get your team involved in a knowledge base project or set up micro-learning. Pro tip 2: Make a note of commonly raised issues and create a strong knowledge base which can be shared with the customer and improve FCR. You may not have an optimized knowledge base set up.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

Win the Customer

JANUARY 9, 2025

AI-Powered Knowledge Bases: Intelligent Search: Implement AI-powered search within your knowledge base. Personalized Recommendations: Utilize AI to analyze customer behavior and recommend relevant articles based on their past interactions, browsing history, and current needs.

Self service 59

Self service Chatbots Personalization Analytics 59

Calabrio

MARCH 11, 2025

Frame the process as an opportunity for them to hone their skills, receive constructive feedback, and contribute to the overall success of the team and the company. Create ongoing feedback loopsand a culture of continuous improvement Frontline agents are hungry for feedback on their performancebut too often they arent getting it.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

CSM Magazine

MARCH 3, 2025

A good proxy server provider should offer at least three main channels of communication, such as: Live Chat Email Support A Knowledge Base or FAQ Section Providers that focus only on email or ticket systems can be slow to solve time-sensitive problems. Check online reviews for feedback on resolution times.

Customer Support 52

Customer Support Advertising Scripts Accountability 52

CSM Magazine

JANUARY 28, 2025

Whether delivered through an online knowledge base , interactive webinars, or in-platform tutorials, customer education ensures your users not only understand your offering but also develop a deeper connection to your brand. Continuously update and expand your educational content to reflect new features, services, or customer feedback.

Education 52

Education Upselling SaaS Self service 52

TechSee

OCTOBER 13, 2020

Enhancing collaboration between the two will enable field services to benefit from the contact center agent’s knowledge of policies, customer information, and product details, all essential information that helps resolve customer issues without dispatching a technician.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

TeleDirect

MARCH 14, 2025

Implement a knowledge base for quick reference. Implement a Customer Feedback Loop Customer feedback provides valuable insights into service quality and areas for enhancement. Ways to gather feedback: Conduct post-call surveys to assess satisfaction levels. Implement improvements based on recurring feedback.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

TeleDirect

MARCH 13, 2025

Provide feedback to improve communication skills and response times. Provide constructive feedback on areas for improvement. Provide access to knowledge bases and FAQs for quick reference during calls. Implement Role-Playing Exercises Simulate real-life customer interactions to help agents practice responses.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

TechSee

SEPTEMBER 29, 2020

Improve AHT with knowledge bases. To improve AHT , develop a robust knowledge base and use cheat sheets that explain specific handling protocols to ensure faster resolutions. Feedback can be collected regularly from staff; agents are well placed to highlight any roadblocks or barriers to success.

Call Center 196

Call Center Self service Gamification Contact Center 196

ShepHyken

OCTOBER 4, 2022

Customer service representatives must have the tools they need, from knowledge bases, coaching, and training to make empowered decisions on how to best serve the customer. Quotes: “The company, like a team, has two additional sources of feedback. The employees who give positive or negative feedback will help the team grow.

Brand ambassadors 165

Brand ambassadors B2C Coaching B2B 165

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 81

Benchmark Metrics Engineering Feedback 81