CCNG

MARCH 12, 2025

In an age where customer expectations are high, a fast, efficient, and streamlined knowledge management system (not to be confused with a knowledge base) is more important than ever. The days of hunting down answers through clunky, hard-to-navigate knowledge bases are behind us.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

Vistio

NOVEMBER 18, 2024

Yet, many contact centers are still clinging to their outdated knowledge bases like travelers refusing to give up paper maps in a world of GPS. Traditional knowledge bases are holding your team back. Why Knowledge Bases Fail Agents Agents today need answers in seconds, not minutes. The short answer is no.

Contact Center 52

Contact Center Feedback Best practices Customer Experience 52

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 133

APIs Chatbots Metrics Education 133

AWS Machine Learning

JULY 10, 2024

Knowledge Bases for Amazon Bedrock is a fully managed service that helps you implement the entire Retrieval Augmented Generation (RAG) workflow from ingestion to retrieval and prompt augmentation without having to build custom integrations to data sources and manage data flows, pushing the boundaries for what you can do in your RAG workflows.

APIs 135

APIs Education Management 135

ShepHyken

OCTOBER 28, 2024

With AI tools, employees can easily access customer’s history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. Great customer experiences can lead to loyal customers.

Contact Center 225

Contact Center Brand ambassadors Self service Upselling 225

AWS Machine Learning

NOVEMBER 7, 2024

Amazon Bedrock Agents coordinates interactions between foundation models (FMs), knowledge bases, and user conversations. The agents also automatically call APIs to perform actions and access knowledge bases to provide additional information. The documents are chunked into smaller segments for more effective processing.

APIs 128

APIs Enterprise Automotive Customer Support 128

ShepHyken

MAY 10, 2021

10 Ways Knowledge Base Can Improve Customer Experience by Sony T. Here are 10 ways Knowledge base software can improve customer experience. My Comment: Reading an article about knowledge bases may not seem very exciting, but that doesn’t mean it’s not important.

Customer Service 398

Customer Service Customer Support Surveys Self service 398

ShepHyken

FEBRUARY 10, 2025

Think of AI as an employee working on your business and realize that if you don’t train them properly (making sure AI can access your knowledge base, practicing writing clear and correct prompts, etc.), When starting with AI, building a tolerance for failure is important. they will not deliver what you want.

Customer Experience 219

Customer Experience Customer Support Customer Service Technology 219

AWS Machine Learning

NOVEMBER 20, 2024

One of its key features, Amazon Bedrock Knowledge Bases , allows you to securely connect FMs to your proprietary data using a fully managed RAG capability and supports powerful metadata filtering capabilities. Context recall – Assesses the proportion of relevant information retrieved from the knowledge base.

Construction 116

Construction APIs Metrics Accountability 116

AWS Machine Learning

OCTOBER 31, 2024

The Lambda function interacts with Amazon Bedrock through its runtime APIs, using either the RetrieveAndGenerate API that connects to a knowledge base, or the Converse API to chat directly with an LLM available on Amazon Bedrock. If you don’t have an existing knowledge base, refer to Create an Amazon Bedrock knowledge base.

APIs 123

APIs Scripts Accountability Construction 123

AWS Machine Learning

OCTOBER 29, 2024

We have built a custom observability solution that Amazon Bedrock users can quickly implement using just a few key building blocks and existing logs using FMs, Amazon Bedrock Knowledge Bases , Amazon Bedrock Guardrails , and Amazon Bedrock Agents.

Best practices 112

Best practices Feedback Metrics APIs 112

ShepHyken

NOVEMBER 14, 2024

A majority (81.2%) require human oversight for AI-generated content, even when using their own managed knowledge bases. As the adoption of generative AI rises, businesses are taking steps to implement these tools responsibly. Additionally, 46.9% of companies disclose AI use to customers, while 61.9%

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

ShepHyken

OCTOBER 1, 2021

Tools like a knowledge base and chatbot help you provide instant answers to customers and ensure they return to your brand the next time. . But agents get to focus and resolve complex situations as commonly asked questions are taken care of by automated tools like chatbots and knowledge base.

Customer Service 408

Customer Service Chatbots Interactive Voice Response Customer Support 408

ShepHyken

MARCH 10, 2023

Finally, you’ll likely need software for building an internal knowledge base for remote agents to turn to when they need answers or directions. Empower customer service agents with knowledge Empowering agents with the right information is key to helping them resolve customer inquiries at the first point of contact.

Customer Service 300

Customer Service Employee engagement Customer Support Management 300

AWS Machine Learning

JANUARY 24, 2025

RAG data store layer The RAG data store is responsible for securely retrieving up-to-date, precise, and user access-controlled knowledge from various first-party and third-party data sources. By default, Amazon Bedrock encrypts all knowledge base-related data using an AWS managed key.

APIs 112

APIs Scripts Best practices Management 112

ShepHyken

JANUARY 18, 2021

Chatbots vs Knowledge Bases: Which One Is Better? My Comment: Chatbots versus knowledge base support. .” These are fundamental concepts for every type of business. by Tracey Ruff. Both are self-service options, but what’s more effective?

Customer Service 331

Customer Service B2B Journey mapping Chatbots 331

AWS Machine Learning

MARCH 11, 2025

One of the most critical applications for LLMs today is Retrieval Augmented Generation (RAG), which enables AI models to ground responses in enterprise knowledge bases such as PDFs, internal documents, and structured data. These five webpages act as a knowledge base (source data) to limit the RAG models response.

Benchmark 97

Benchmark APIs Enterprise Scripts 97

AWS Machine Learning

DECEMBER 11, 2024

When Amazon Q Business became generally available in April 2024, we quickly saw an opportunity to simplify our architecture, because the service was designed to meet the needs of our use caseto provide a conversational assistant that could tap into our vast (sales) domain-specific knowledge bases.

Sales 104

Sales Accountability APIs CRM 104

AWS Machine Learning

MARCH 4, 2025

Knowledge base integration Incorporates up-to-date WAFR documentation and cloud best practices using Amazon Bedrock Knowledge Bases , providing accurate and context-aware evaluations. These documents form the foundation of the RAG architecture. Metadata filtering is used to improve retrieval accuracy.

Best practices 99

Best practices Enterprise Engineering Strategic Value 99

ShepHyken

JULY 26, 2022

If you can take historical data, such as questions customers have asked in the past and issues they have called about, then you can build a knowledge base around this data that agents can use to help customers. Human-centered AI is all about connecting and getting the customer to an agent in the right channel at the right time.

Real estate 366

Real estate Self service Customer Service Technology 366

ShepHyken

MARCH 6, 2023

Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

Feedback 323

Feedback Customer centricity Contact Center Surveys 323

AWS Machine Learning

JANUARY 21, 2025

Chat-based assistants have become an invaluable tool for providing automated customer service and support. Amazon Bedrock Knowledge Bases provides the capability of amassing data sources into a repository of information. In this post, we demonstrate how to integrate Amazon Lex with Amazon Bedrock Knowledge Bases and ServiceNow.

Self service 84

Self service Best practices Accountability Government 84

AWS Machine Learning

FEBRUARY 7, 2025

The serverless architecture provides scalability and responsiveness, and secure storage houses the studios vast asset library and knowledge base. RAG implementation Our RAG setup uses Amazon Bedrock connectors to integrate with Confluence and Salesforce, tapping into our existing knowledge bases.

Entertainment 79

Entertainment APIs Technology Feedback 79

AWS Machine Learning

JANUARY 14, 2025

Fully local RAG For the deployment of a large language model (LLM) in a RAG use case on an Outposts rack, the LLM will be self-hosted on a G4dn instance and knowledge bases will be created on the Outpost rack, using either Amazon Elastic Block Storage (Amazon EBS) or Amazon S3 on Outposts.

APIs 101

APIs Chatbots Enterprise Healthcare 101

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 solution consists of the following components: Evaluation dataset The source data for the RAG comes from the Amazon SageMaker FAQ , which represents 170 question-answer pairs.

Metrics 87

Metrics Enterprise APIs Engineering 87

AWS Machine Learning

NOVEMBER 15, 2024

With RAG, you can provide the context to the model and tell the model to only reply based on the provided context, which leads to fewer hallucinations. With Amazon Bedrock Knowledge Bases , you can implement the RAG workflow from ingestion to retrieval and prompt augmentation.

APIs 110

APIs Government Best practices Metrics 110

AWS Machine Learning

FEBRUARY 18, 2025

The transformed logs were stored in a separate S3 bucket, while another EventBridge schedule fed these transformed logs into Amazon Bedrock Knowledge Bases , an end-to-end managed Retrieval Augmented Generation (RAG) workflow capability, allowing the chat assistant to query them efficiently.

APIs 70

APIs Engineering Metrics Big data 70

TechSee

MARCH 11, 2025

Seamless CRM, knowledge base, and ticketing integrations are three common examples. Key Questions to Consider When Implementing AI Solutions What are our objectives? How will AI drive your bottom line – revenue, retention, and efficiency? How does AI integrate with existing systems?

Customer Service 109

Customer Service Education Self service CRM 109

CSM Magazine

MARCH 6, 2025

Their extensive knowledge base, FAQs, and user guides empower customers to find solutions independently, ensuring a seamless experience even without direct interaction. This commitment to empathy strengthens the trust customers place in the service. Comprehensive Resources TADS Educate doesn’t just stop at live support.

Education 52

Education Customer Support Customer Experience Management 52

Callminer

NOVEMBER 9, 2020

“Knowledge-based authentication (KBA) is a security measure that identifies end users by asking them to answer specific security questions in order to provide accurate authorization for online or digital activities. ” – Knowledge-Based Authentication (KBA) , Techopedia; Twitter: @techopedia.

Call Center 345

Call Center Banking Contact Center Accountability 345

TechSee

FEBRUARY 10, 2025

Tapping Into Tribal Knowledge No AI thrives in a vacuum. Decades of human expertise often sit in FAQs, service transcripts, knowledge bases, and in the memories of veteran reps. When customers feel seen and appreciated, lifetime value improves and churn plummits.

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

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 86

Healthcare Analytics Consulting Consulting 86

Lumoa

FEBRUARY 27, 2025

You can get more information on Ask AI from our knowledge base. New guides in the Knowledge base to level up your Lumoa experience We made a few new guides to help get new users to Lumoa up and running, as well as to expand knowledge for veteran users. Things like names, addresses, phone numbers, and more.

Engineering 78

Engineering Surveys Feedback Personalization 78

ShepHyken

JULY 31, 2023

When AI pulls information from the customer’s history or a knowledge base, support agents are empowered to have better interactions and efficiently provide the best solution. When offering digital support systems, enable customers to reach a real person whenever needed.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

CSM Magazine

MARCH 6, 2025

Knowledge Base and Tutorials Zadarma boasts an extensive knowledge base that covers topics like call routing, virtual number setup, and advanced PBX customization. Email Support If you prefer more traditional communication, you can email Zadarmas customer service.

voip 52

voip Accountability Customer Service Customer Support 52

Lumoa

FEBRUARY 27, 2025

Check it out below: These changes should affect the following processes: Inviting users Creating a Collection Creating a Dashboard Creating a Card (from a Dashboard) Uploading Excel data (from the Jobs page) Creating a Group Creating a Dashboard Group These changes will soon be reflected in our knowledge base, around when the change goes live.

APIs 78

APIs Surveys Feedback Engineering 78