ShepHyken

NOVEMBER 21, 2023

For example, for whatever reason, they can’t reach their manager or peers, they can interact with the AI-enabled knowledge base and get the answers they need. Organizations need to focus on personalization and customer control in self-service experiences. They no longer compare us to other companies in our industry.

Personalization 245

Personalization Self service Chatbots Customer Support 245

AWS Machine Learning

JULY 2, 2024

In November 2023, we announced Knowledge Bases for Amazon Bedrock as generally available. Knowledge bases allow Amazon Bedrock users to unlock the full potential of Retrieval Augmented Generation (RAG) by seamlessly integrating their company data into the language model’s generation process.

Healthcare 128

Healthcare APIs Government Accountability 128

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.

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APIs Enterprise Scripts Accountability 129

AWS Machine Learning

APRIL 8, 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 using a fully managed Retrieval Augmented Generation (RAG) model.

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APIs Construction Chatbots Accountability 130

AWS Machine Learning

FEBRUARY 8, 2024

You can now use Agents for Amazon Bedrock and Knowledge Bases for Amazon Bedrock to configure specialized agents that seamlessly run actions based on natural language input and your organization’s data. Knowledge Bases for Amazon Bedrock provides fully managed RAG to supply the agent with access to your data.

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APIs Scripts Enterprise Management 139

AWS Machine Learning

FEBRUARY 19, 2024

One way to enable more contextual conversations is by linking the chatbot to internal knowledge bases and information systems. Integrating proprietary enterprise data from internal knowledge bases enables chatbots to contextualize their responses to each user’s individual needs and interests.

Chatbots 117

Chatbots APIs Engineering Enterprise 117

AWS Machine Learning

AUGUST 5, 2024

Included with Amazon Bedrock is Knowledge Bases for Amazon Bedrock. As a fully managed service, Knowledge Bases for Amazon Bedrock makes it straightforward to set up a Retrieval Augmented Generation (RAG) workflow. With Knowledge Bases for Amazon Bedrock, we first set up a vector database on AWS.

APIs 113

APIs Engineering Chatbots Management 113

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 131

APIs Accountability Analytics Entertainment 131

Nicereply

MARCH 30, 2022

In this article, you will learn how to improve customer service thanks to live chat knowledge base. You need to supplement your live chat channel with a centralized Knowledge base to make knowledge readily available and accessible to your support agents and customers. All the time can be highly challenging.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

Solvvy

SEPTEMBER 17, 2022

What is a Customer Service Knowledge Base? A customer service knowledge base gives you an easy way to provide tips and guidance to educate your users or customers. What Exactly Does a Knowledge Base Contain? A modern knowledge base will allow you to share a variety of content.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Help Scout

AUGUST 24, 2021

Luckily, there’s a tool that addresses that very issue: knowledge base software. What is knowledge base software? Knowledge base software is a tool that allows you to create, store, organize, manage, and share self-service content with an audience. What are the different types of knowledge base software?

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Enterprise Customer Support Feedback Self service 107

TeleDirect

DECEMBER 11, 2022

Having a comprehensive knowledge base is not just for tech companies. Regardless of what industry you’re in, you can improve your customer service and public image by offering your staff and customers a comprehensive knowledge base. If you’re in the dark about using a knowledge base for customer support, read on.

Customer Support 62

Customer Support outsourcing Call Center Contact Center 62

bold360 Blog

APRIL 1, 2020

Centralize and Scale Your Knowledge Base. Most organizations have vast amounts of intangible knowledge assets, such as answers to frequently asked questions, product and customer information, and much more. Customers and employees want to easily access this knowledge, especially in a crisis.

Call Center 95

Call Center Management Self service Abandon rate 95

ShepHyken

JANUARY 20, 2017

If you provide your target customers with a centralized web-based knowledge base of information, helping them find the solutions to their pain points on their own, without the hassle of phone calls to your contact center, you need to make sure they receive the best customer support within your knowledge base.

Customer Support 219

Customer Support Technical Support Contact Center Customer Experience 219

Netomi

JUNE 10, 2023

The Power of a Zendesk Knowledge Base and Customer Self-Service The modern customer wants self-service. That’s why, over the past few years, we’ve seen companies build out robust Knowledge Bases (or Help Centers) on Zendesk and other leading customer experience platforms. What is Zendesk Knowledge Base?

Chatbots 52

Chatbots Banking Self service Engineering 52

pindrop

AUGUST 24, 2021

There was a point in time where knowledge-based authentication (KBA) questions were an effective form of identification. It’s likely that more personal information about each and every one of us is available on the web than any time before in history, and the growing amount of cybersecurity incidents each year isn’t helping.

Accountability 83

Accountability Personalization 83

ViiBE Blog

MAY 31, 2021

So how does a company preserve its employee knowledge in the long term? One solution is creating a corporate knowledge base. Knowledge bases can be used to help customers self-service information or for employees to access information. How do you structure a knowledge base?

Self service 52

Self service CRM Customer Experience Management 52

ProProfs Blog

SEPTEMBER 18, 2017

It is important to note that most often this is not the fault of the customer service agent either – it may just happen that they do not have access to the latest information, or they may be relying on their own experience or personal knowledge. The Solution – A Centralized Knowledge Base. Improved Productivity.

Customer Support 148

Customer Support Self service Morale Banking 148

Comm100

APRIL 22, 2021

The best knowledge base software is the backbone of any good customer service operation. A knowledge base most commonly functions as a library of information to answer customer questions. However, with a robust software in place, a knowledge base can be much more than this.

Customer Support 52

Customer Support APIs Enterprise Management 52

Talkdesk

MARCH 10, 2020

Whether it’s a finicky software product or a purchase from a company with a complicated return policy, most consumers have turned to a company’s knowledge base in an attempt to get their questions answered faster. What are the key characteristics of an AI-powered knowledge base?

Self service 65

Self service Enterprise Feedback Analytics 65

Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

Average Handle Time 57

Average Handle Time Self service First call resolution Virtual Agent 57

GetFeedback

AUGUST 24, 2018

According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs. But in order to achieve that goal, you need to create a customer-centric knowledge base so that the customers can find the answers they need. 8 Tips on Knowledge Base Creation.

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Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. In fact, 79% say personalized service is more important than personalized marketing. What Is Personalized Customer Service?

Personalization 117

Personalization Customer Service Government Customer effort 117

Comm100

NOVEMBER 5, 2020

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Gather your content.

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Metrics Customer Service Scripts Surveys 52

Nicereply

FEBRUARY 9, 2021

This is where your Knowledge Base comes in. Your Knowledge Base: An Underused Wealth of Knowledge. Chances are your business already has a treasure trove of answers to common questions housed in a Knowledge Base. Or it could be that your Knowledge Base needs reorganizing.

Customer Support 52

Customer Support Customer centricity Engineering Personalization 52

Netomi

MARCH 2, 2022

Finding ways of providing options for customers to easily assist themselves will continue to be critical, and one of the primary ways that companies offer self-service is with online help centers, or knowledge bases. Knowledge Bases: An Overview . They say that knowledge is power. Scaling your customer support?

Self service 52

Self service Enterprise Chatbots Customer Support 52

pindrop

MAY 13, 2019

To be fair, there was a point in time where knowledge based authentication questions (KBAs) were an effective form of identification. The internet has many marketplaces that are willing to sell databases full of personal information, that double as answers to KBAs. But that time is gone.

Personalization 56

Personalization Customer Experience Customer Service Engineering 56

TechSee

FEBRUARY 20, 2018

In the early days of self service, companies implemented static channels such as FAQs, how-to videos, troubleshooting guides, and knowledge bases. The post From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service appeared first on Techsee.

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Virtual Agent Self service Contact Center Technical Support 133

pindrop

OCTOBER 12, 2021

At the core of this experience is the process of identification which in turn is based on the very foundational element of Knowledge-Based Authentication questions or KBAs. Pindrop research shows that up to 30% of customers struggle with KBA based identity questions, while more than half of criminals pass them.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Mindtouch

JUNE 20, 2018

Boy howdy, do we love a good knowledge base. Given our enthusiasm for spot-on help sites, it should come as little surprise that we poke around the interwebs from time to time, looking for stellar knowledge base examples. Here’s what the Avalara Help Center looks like: Why we like the Avalara knowledge base.

Self service 59

Self service SaaS Contact Center Management 59

TRUSTID

APRIL 27, 2018

For several years contact center and security analysts have warned about the dangers of relying on knowledge-based authentication (KBA) to identify callers over the phone. Some of the survey’s top findings included: An overwhelming 92% of contact centers still use personal information to authenticate callers.

Telecommunications 52

Telecommunications Contact Center Call Center Banking 52

TRUSTID

APRIL 27, 2018

For several years contact center and security analysts have warned about the dangers of relying on knowledge-based authentication (KBA) to identify callers over the phone. Some of the survey’s top findings included: An overwhelming 92% of contact centers still use personal information to authenticate callers.

Telecommunications 48

Telecommunications Contact Center Call Center Banking 48

CSM Magazine

NOVEMBER 5, 2024

Personal injury laws are some of the most complex ones out there. There are many factors to consider when working with a personal injury lawyer. For in depth details, head to the website of Florida personal injury lawyers [link]. This backing by a personal injury lawyer can make all the difference in a court or settlement case.

Personalization 52

Personalization Consulting Consulting Accountability 52

ShepHyken

OCTOBER 28, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors?

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TRUSTID

JUNE 26, 2019

Our personal information is valuable to us. Collectively, its value should only be if any worth to each person it’s associated with. In the recent article, “Eliminate Outdated Proofing, says GAO,” four out of six government agencies interviewed said they continue to rely on on knowledge-based validation to authenticate customers.

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Personalization Banking Engineering Government 78

CSM Magazine

OCTOBER 21, 2024

Suffering a personal injury can be a life-altering event, leaving victims with physical, emotional, and financial burdens. This article explores eight situations where the representation of a personal injury lawyer is crucial in helping victims seek justice and compensation.

Personalization 52

Personalization Consulting Consulting 52

CSM Magazine

OCTOBER 22, 2024

In Florida, the sheer volume of vehicle-related injuries in 2023, totaling 250,037, underscores the need for effective management of personal injury claims. Collect and Document Evidence It’s really important to collect proof when you’re putting together a personal injury claim.

Personalization 52

Personalization Transportation Healthcare Accountability 52