Report: 91% of top data execs agree that managing unstructured language data must be addressed To evaluate, we used Precision, Recall, and F1 to qualify each service’s performance. The study data was obtained using the API interface of each service to create three bots (one per category). Some of the services maintain thresholds that won’t […]
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AWS launches generative AI-powered feature for Connect Contact Lens to help agents in call centers Shielding agents from customer frustration may turn out to be another use for generative AI tech. Only time will tell if this makes it more challenging to appreciate the severity of the customer’s issue as well. Another realization is that
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7 customer experience trends in 2024 That will impact many aspects of customer service, and chatbot development offers an excellent early example. Already, 12 of the top 20 customer service BPOs have leveraged the solution, reportedly cutting agent attrition by up to 50 percent. Background noise cancellation specialists – such as Sanas and Krisp –
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