11 articles tagged with “customer-service”.
Aderant developed an automated ticket triage system using Amazon Nova Lite through Amazon Bedrock to handle context gathering, classification, routing, and knowledge enrichment for its cloud operations team.
AWS explains how to build a WhatsApp ordering assistant on Amazon Bedrock AgentCore with Amazon Nova 2, accepting text, voice notes, and real-time calls on one number with shared memory across channels.
AWS describes building a generative AI support operations platform that converts training videos into structured SOPs, applies RAG to guide ticket resolution, and predicts SLA risk to prioritize work.
AWS details how to customize Amazon Quick embedded chat within a web application, covering styling, branding removal, and a custom agent persona to match a brand.
Ford is rolling out an AI-powered chatbot in its Ford and Lincoln apps that answers vehicle-specific questions such as fuel levels, cargo capacity, and towing limits.
Mobileye deployed an AI agentic support solution on Amazon Bedrock AgentCore, using a hybrid architecture to connect on-premises systems with AWS cloud while maintaining governance and security.
AWS outlines how to build a no-code customer retention workflow in Amazon Quick that flags at-risk customers from call transcripts and CSAT data, then generates personalized retention letters.
Encore AI has raised $30 million to build AI agents that analyze calls, messages and CRM data to identify effective sales techniques and turn them into playbooks.
Synthesia introduced AI Roleplay Sessions, an interactive enterprise training tool where employees rehearse workplace conversations with AI avatars that provide feedback, scoring, and analytics.
AI voice agents can now hold a real phone conversation. Here is where they genuinely help in call centers, where they backfire, and how to roll them out so customers don't revolt.
Customer service was one of the first big enterprise uses of AI. Here is where it genuinely helps, where poorly deployed bots backfire, and what a good rollout looks like.