AWS Machine Learning

MAY 31, 2024

The General Data Protection Regulation (GDPR) right to be forgotten, also known as the right to erasure, gives individuals the right to request the deletion of their personally identifiable information (PII) data held by organizations. Processor – The entity that processes the data on the instructions of the controller (for example, AWS).

Best practices 123

Best practices APIs Accountability Personalization 123

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 122

APIs Enterprise Scripts Accountability 122

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.

APIs 120

APIs Construction Chatbots Accountability 120

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 117

Healthcare APIs Government Accountability 117

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 108

Chatbots APIs Engineering Enterprise 108

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 120

APIs Accountability Analytics Entertainment 120

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 104

APIs Engineering Chatbots Management 104

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. Offer a personalized experience.

Journey mapping 246

Journey mapping Customer Experience Self service Personalization 246

ShepHyken

SEPTEMBER 13, 2019

Both customers and prospects value personal and instant means of interaction and the longer they wait the higher the chances of them going to a competitor. So be sure to reference your knowledge base or engage an expert at your organization. Be quick to accept live chat requests. There’s nothing worse than a half-baked reply.

Customer Experience 284

Customer Experience Technical Support Self service Best practices 284

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

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

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?

Contact Center 236

Contact Center Brand ambassadors Self service Upselling 236

ShepHyken

JULY 31, 2023

When offering digital support systems, enable customers to reach a real person whenever needed. 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. What is wallet share?

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

ShepHyken

JULY 3, 2020

On that note, you can utilize a 24-hour answering service so that your prospects are always communicating with a live person. Set Up a Knowledge Base. In a nutshell, a knowledge base is an area in your site that is dedicated to customer service. For example, a FAQ page is considered as a knowledge base.

Customer Service 237

Customer Service Multichannel CRM Advertising 237

ShepHyken

JANUARY 18, 2019

The proliferation of AI and automation into our work and personal lives means that the nature of work is changing. You also find that a large percentage of interactions deal with simple copy and pastes from your knowledge base. The frustration of the delay outweighs the benefit of the human touch in this instance.

Customer Experience 254

Customer Experience Airlines Average Handle Time Contact Center 254

Callminer

OCTOBER 11, 2018

Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. He is an expert on knowledge bases and is KCS certified. How frequently call center agents use knowledge to resolve customer queries. Nate Masterson @MapleHolistics.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Callminer

MARCH 2, 2020

Demographics grant extra insight into the needs of your company’s customers, telling you a bit about their personal, cultural and geographical history. Improving the technological base of your company’s infrastructure can yield impressive performance results among your agents in a relatively quickly. Track Demographics.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

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 356

B2C Customer centricity Feedback Upselling 356

Myra Golden Media

APRIL 28, 2021

Support can also come in the form of a practical knowledge base. The power of reinforcement helps keep new remote agents connected to personal and company success. Create a contact center training repository that gives remote agents access to important information about the everyday functioning of their company.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

ShepHyken

DECEMBER 25, 2020

From customized automobiles to personalized phones to technology that adapts itself according to our choices, personalization seems to be the name of the game. Second, knowledge is not distributed amenably to offer personalized choices and custom made solutions. Be Smart with Your Smart Technology.

Personalization 166

Personalization Banking Self service Technology 166

ShepHyken

OCTOBER 29, 2021

Your call center knowledge base must integrate with all of the channels. It is extremely viable for customers to reach the right person in charge to guide them through. So naturally, a KM-based software for call centers makes easier searches possible. Omnichannel? . Call routing . Analytics .

call center software 216

call center software Call Center Customer Support Scripts 216

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. This may be self-service, in-person, phone, email, chat, social media or text message. Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. You may use some or all of them.

Customer Support 316

Customer Support Wait times Self service Best practices 316

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. Top 5 ways to create a robust customer experience strategy .

Customer Experience 190

Customer Experience Customer Support Enterprise Scripts 190

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

ShepHyken

SEPTEMBER 22, 2023

From AI-powered chatbots to hyper-personalization, and with the aid of knowledge-base management solutions , the future of customer service is bright and full of potential. AI-powered chatbots are more efficient than traditional customer service methods and can be programmed to provide personalized experiences for each user.

Customer Service 172

Customer Service Chatbots Self service Customer Care 172

ShepHyken

FEBRUARY 12, 2021

This starts with providing clear and clean instructions and a well-organized, up-to-date knowledge-base. Back this service up with flawless in-person support as well and you’ll maximize customer satisfaction. It extends to providing simple automated chat options to answer easy, much-repeated questions. Final Notes.

Chief Customer Officer 301

Chief Customer Officer Call Center Consulting Consulting 301

CCNG

JUNE 21, 2023

Provide personalized, omnichannel experiences that are context-based and low effort. And that limits your ability to provide a personalized, contextual customer experience. Use contextual information to personalize journeys. Your business can craft a clear customer profile and offer personalized interactions.

Customer Service 195

Customer Service CCNG Self service Automotive 195

ShepHyken

JULY 21, 2017

Before hiring a person, check the following two skills. He or she are going to be in a better position to deliver help to a person. Luckily, checking whether the person has two of these crucial writing skills is easy. Going through all of the above steps will let you pick the right person for the job.

Customer Support 238

Customer Support Chatbots Personalization Education 238

ShepHyken

FEBRUARY 4, 2022

A knowledge base software for customer support keeps up-to-date, accurate information in one central location that’s easy to find. A single source of truth is not geographically confined like a database because it is cloud-based. For a successful consumer relationship, increased personalization is necessary. .

Customer Service 190

Customer Service Government Marketing Enterprise 190

TechSee

OCTOBER 13, 2020

There are many fixes that are easy enough for an untrained person to carry out – with the right guidance. It can also help prioritize technician’s knowledge based on individual customer data or history, allowing him/her to assist the customer faster without requiring manual searches or long wait times.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

ShepHyken

JANUARY 29, 2021

Get to know the customer personally. Even with a knowledge base filled to the brim with product support cases, along with a killer script on their side, your agents’ effectiveness hinges on their knowledge of the product in more ways than we’d like to admit. You can do the same and improve your customers’ experience.

Best practices 255

Best practices Contact Center Interactive Voice Response Call Center 255

Callminer

FEBRUARY 23, 2021

. “With an increase of customers expecting to achieve their goals on their own using only the tools available on the website, customer portals such as control panel and knowledge bases are all part of a major customer service trend in 2021. Adopting a personal touch in customer service interactions will become indispensable.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

AUGUST 31, 2018

However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. Extreme personalization via recommendation. AI will not only help customers personally. Proactive support. AI handles 50% of all inquiries to KLM.

Self service 190

Self service Chatbots Personalization Interactive Voice Response 190

AWS Machine Learning

NOVEMBER 7, 2024

Generative AI has transformed customer support, offering businesses the ability to respond faster, more accurately, and with greater personalization. In this post, we guide you through integrating Amazon Bedrock Agents with enterprise data APIs to create more personalized and effective customer support experiences.

APIs 119

APIs Enterprise Automotive Customer Support 119

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. These solutions can focus on knowledge base management system , visual guides, chatbot creation, or visual assistance.

Customer Support 190

Customer Support Self service Journey mapping Wait times 190

TechSee

JUNE 23, 2020

Leading enterprises are all actively engaged in the race to build smarter virtual assistants that can respond to more complex customer queries, creating personalization at scale, and putting the AI in multiexperience. In other words, a company’s virtual assistant needs to be present across all channels. Voice recognition. Image recognition.

Self service 207

Self service Chatbots Enterprise Analytics 207

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. This can add another 30 to 45 seconds to the call. So what exactly is the agent doing?

Management 195

Management Average Handle Time Self service First call resolution 195