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AI.

HomecategoryAIPage 13
Adding Call Stats to Voicebot Flows
April 5, 2024
Alfred GonzalezComments Off on Adding Call Stats to Voicebot Flows

Adding Call Stats to Voicebot Flows

In a previous post, Evaluating and Improving Voicebot Flows with Call Stats, we introduced this vital health check for the continuous improvement of voicebot performance. Call statistics gauge bot effectiveness and identify bottlenecks and potential flow disruptions in AI agent workflows. Adding call stats to voicebot flows

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Deterministic AI and Generative AI in the Contact Center
March 28, 2024
ArinSimeComments Off on Deterministic AI and Generative AI in the Contact Center (Enterprise Connect Recap)

Deterministic AI and Generative AI in the Contact Center (Enterprise Connect Recap)

At Enterprise Connect 2024, I saw the latest updates around AI in enterprise communications. It was an interesting contrast to my 2023 visit to the same conference. While the hype was more or less the same, there has definitely been progress in turning that hype into reality.

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March 26, 2024
Hector ZelayaComments Off on Building a Serverless Post-Call Analysis Pipeline for Your Contact Center

Building a Serverless Post-Call Analysis Pipeline for Your Contact Center

In A Serverless Approach to Post-Call Analysis Using AWS Lambda, Amazon Transcribe, and Amazon Bedrock, we saw the benefits of leveraging a serverless model for implementing AI-based post-call analysis in contact center solutions. We highlighted how building such a pipeline to evaluate service and sales calls avoids

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A Serverless Approach to Post-Call Analysis Using Amazon Transcribe, Amazon Bedrock, and AWS Lambda
March 20, 2024
Hector ZelayaComments Off on A Serverless Approach to Post-Call Analysis Using AWS Lambda, Amazon Transcribe, and Amazon Bedrock

A Serverless Approach to Post-Call Analysis Using AWS Lambda, Amazon Transcribe, and Amazon Bedrock

AI and LLMs are everywhere these days. In contact center applications, they are the key to implementing next generation post-call analysis, making manual work by supervisors and third party surveys a thing of the past. AI-based post-call analysis provides an automated approach to capture recordings of customer

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