Artificial intelligence (AI) and machine learning (ML) technologies are revolutionizing customer experience in the contact center space, ensuring self-service bots, live call analytics, and post-call analytics. Cutting-edge tools like Amazon Lex bots can understand and meet customer needs while improving response times and intelligent routing.
Furthermore, Genesys Cloud, an omni-channel orchestration and customer relationship platform,…
Alida, a firm that helps brands build engaged research communities to gather consumer feedback, has utilized machine learning to handle large volumes of responses from consumers. However, they discovered that traditional natural language processing models had difficulty understanding nuanced feedback found in open-ended survey responses.
This obstacle led them to leverage Anthropic's Claude Instant model on…