AWS Machine Learning

SEPTEMBER 25, 2024

Amazon Bedrock Knowledge Bases is a fully managed capability that helps you implement the entire RAG workflow—from ingestion to retrieval and prompt augmentation—without having to build custom integrations to data sources and manage data flows. Latest innovations in Amazon Bedrock Knowledge Base provide a resolution to this issue.

APIs 120

APIs Call flow Accountability Technology 120

AWS Machine Learning

APRIL 23, 2024

This post explores the new enterprise-grade features for Knowledge Bases on Amazon Bedrock and how they align with the AWS Well-Architected Framework. AWS Well-Architected design principles RAG-based applications built using Knowledge Bases for Amazon Bedrock can greatly benefit from following the AWS Well-Architected Framework.

APIs 127

APIs Enterprise Scripts Accountability 127

ShepHyken

NOVEMBER 14, 2024

AI’s Impact on Customer and Employee Interactions Nearly half of the 697 companies surveyed by Metrigy are already using AI to power customer and employee interactions, with those leading the charge reporting double the improvements in key customer experience (CX) metrics compared to others. Agent attrition jumped from 21.8% in 2022 to 28.1%

Chatbots 165

Chatbots Contact Center Self service Customer Experience 165

AWS Machine Learning

APRIL 18, 2024

In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock. Context-aware meeting assistant – It uses Knowledge Bases for Amazon Bedrock to provide answers from your trusted sources, using the live transcript as context for fact-checking and follow-up questions.

APIs 134

APIs Accountability Analytics Entertainment 134

Callminer

NOVEMBER 25, 2019

Depending on your call center’s primary functions, certain metrics may prove meaningless and unusable in a practical sense, while others can be pivotal in assessing performance and improving over time. Following are a few metrics that matter for inbound call centers: Abandoned Call Rate. Types of Call Centers.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

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 117

Construction APIs Metrics Accountability 117

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 99

Metrics Enterprise APIs Engineering 99

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. How do Amazon Nova Micro and Amazon Nova Lite perform against GPT-4o mini in these same metrics?

Benchmark 103

Benchmark APIs Enterprise Scripts 103

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. Regular evaluations allow you to adjust and steer the AI’s behavior based on feedback and performance metrics.

APIs 111

APIs Government Best practices Metrics 111

Callminer

MARCH 2, 2020

Improving a major metric like first call resolution involves carefully keeping track of it and various others to accurately inform your decisions. Once you begin accurately tracking this metric, you can take measured steps towards raising it using the rest of the ideas in this article. Tracking Ideas. Track Customer Satisfaction.

First call resolution 291

First call resolution Metrics Analytics Call Center 291

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

ShepHyken

JANUARY 18, 2019

Given the current state of technology, your strategic goals must now go beyond improving metrics. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

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. Ready to Transform Your CX?

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

AWS Machine Learning

FEBRUARY 12, 2025

This approach allows organizations to assess their AI models effectiveness using pre-defined metrics, making sure that the technology aligns with their specific needs and objectives. The introduction of an LLM-as-a-judge framework represents a significant step forward in simplifying and streamlining the model evaluation process.

Metrics 94

Metrics Engineering APIs Benchmark 94

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 71

APIs Engineering Metrics Big data 71

ProProfs Blog

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

AWS Machine Learning

OCTOBER 24, 2024

Since the inception of AWS GenAIIC in May 2023, we have witnessed high customer demand for chatbots that can extract information and generate insights from massive and often heterogeneous knowledge bases. a) to augment its knowledge, along with the user query (3.b). In practice, the knowledge base is often a vector store.

Chatbots 89

Chatbots Metrics Scripts APIs 89

AWS Machine Learning

NOVEMBER 15, 2024

As Principal grew, its internal support knowledge base considerably expanded. With QnABot, companies have the flexibility to tier questions and answers based on need, from static FAQs to generating answers on the fly based on documents, webpages, indexed data, operational manuals, and more.

Chatbots 115

Chatbots Engineering Enterprise Government 115

CX Accelerator

JANUARY 7, 2019

Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service. Traditional searching based on keywords yields results but with far less accuracy. Let’s look at an example where we see NLP at work in the CX.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

ShepHyken

SEPTEMBER 7, 2023

Support and troubleshooting Offer technical training sessions role-playing for support scenarios, and provide a knowledge base or internal FAQ for common issues. 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

AWS Machine Learning

JANUARY 28, 2025

Similarly, maintaining detailed information about the datasets used for training and evaluation helps identify potential biases and limitations in the models knowledge base. Evaluation algorithm Computes evaluation metrics to model outputs. Different algorithms have different metrics to be specified.

Management 104

Management APIs Engineering Metrics 104

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

AWS Machine Learning

JANUARY 7, 2025

The prompt generator invokes the appropriate knowledge base according to the selected mode. Strategy for TM knowledge base The LLM translation playground offers two options to incorporate the translation memory into the prompt. This includes the ability to incorporate custom terminology and domain-specific knowledge.

Engineering 108

Engineering Metrics industry standards Finance 108

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

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

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

Callminer

JUNE 9, 2020

Average handle time, or AHT, is an important call center metric. hurry customers off the phone, whether their problems are resolved or not – to reduce AHT, this would lead to dissatisfied customers and other declining metrics, for example first call resolution (due to repeat callers attempting to resolve their issues).

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

ShepHyken

FEBRUARY 1, 2022

Many brands are still hamstrung by the old ways of organizing information – they typically have answers hidden four, five, or six clicks deep into a knowledge base or scattered across different departments in the organization. Why is a knowledge base important? Customer support teams are under pressure.

Average Handle Time 183

Average Handle Time Chatbots Self service Customer Support 183

TeleDirect

MARCH 20, 2025

Focus on First-Call Resolution (FCR) First-call resolution is one of the most important metrics for measuring call center performance. Implement a knowledge base with solutions to common issues. Use Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics to track progress. Encourage teamwork and collaboration.

Call Center 62

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

TechSee

MARCH 5, 2020

Agents must also spend time on After Call Work (ACW), which includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. Sharing the Knowledge. The Visual Impact on Training. Co-operation is king.

Call Center 145

Call Center Average Handle Time Contact Center Metrics 145

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Ensure agents fully understand these standards, including the metrics used for evaluation. Transparency and clarity are paramount for agents to perform at their best.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

AWS Machine Learning

FEBRUARY 21, 2025

Besides the efficiency in system design, the compound AI system also enables you to optimize complex generative AI systems, using a comprehensive evaluation module based on multiple metrics, benchmarking data, and even judgements from other LLMs. The DSPy lifecycle is presented in the following diagram in seven steps.

Benchmark 86

Benchmark Metrics Engineering Feedback 86

TeleDirect

MARCH 13, 2025

Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT). Provide access to knowledge bases and FAQs for quick reference during calls. How Training Impacts Call Center Performance Metrics 1. Best Practices for Training Call Center Agents 1.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

TeleDirect

MARCH 9, 2025

Encourage the use of knowledge bases for quick access to customer information. Monitor Key Performance Metrics and Adjust Strategies Track average wait time, abandonment rates, and First Call Resolution (FCR). Enable Callback Options to Reduce Queue Time Offer customers a virtual queue instead of making them wait on hold.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

TeleDirect

MARCH 14, 2025

Implement a knowledge base for quick reference. Important call center metrics to monitor: First-call resolution (FCR). Regular analysis of these metrics allows businesses to refine their call center strategies and improve CX. Q5: What are the key metrics for measuring call center success? Average handle time (AHT).

Best practices 62

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

AWS Machine Learning

APRIL 24, 2024

Additionally, you can access device historical data or device metrics. Additionally, you can access device historical data or device metrics. The device metrics are stored in an Athena DB named "iot_ops_glue_db" in a table named "iot_device_metrics". The AI assistant interprets the user’s text input.

APIs 134

APIs Engineering Metrics Management 134