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AWS adds machine learning capabilities to Amazon Connect

CIO Business Intelligence

In a bid to help enterprises offer better customer service and experience , Amazon Web Services (AWS) on Tuesday, at its annual re:Invent conference, said that it was adding new machine learning capabilities to its cloud-based contact center service, Amazon Connect.

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IBM’s new watson large speech model brings generative AI to the phone 

IBM Big Data Hub

The modern contact center is currently dominated by rigid conversational experiences (yes, Interactive Voice Response or IVR is still the norm). The LSM also showed comparable performance to Whisper´s accuracy on long-form use cases (like call analytics and call summarization) as shown in the chart below.

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United Airlines gives employees the digital tools to make customers happy

CIO Business Intelligence

As CIO of United Airlines, Jason Birnbaum is laser focused on using technology and data to enable the company’s 86,000 employees to create as seamless a customer travel experience as possible. If we can’t help them do that, it drives us crazy.” This is important because every transformation chapter depends on use of the technology.

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Networking tips for IT leaders: A guide to building connections

CIO Business Intelligence

The two cardinal rules of networking, according to CIOs and career coaches, are to schedule time to do it for at least an hour every month, and to approach it as something you do to help others in addition to yourself. Joe Topinka, a career coach with CIO Mentor in Charlotte, NC, says he was not originally a big fan of networking. “My

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#ClouderaLife Employee Spotlight: Sherry Zhou, Engineering Manager

Cloudera

As we celebrate International Women’s Day and Women’s History Month in the US, for this #ClouderaLife Employee Spotlight we sat down with Clouderan Sherry Zhou to talk about her career transition from biology to technology, her geographic transition from the US to the UK, and what she learned along the way.

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Prep Your Website for Peak Seasonal Demand

CDW Research Hub

Is the technical team aware of this schedule and prepared to respond to increased load and click-through rates? Will there be daily checkpoint bridges and extended calls for true peak hours? Client-side tuning/third-party calls. Can they be combined into one call from the browser? Ongoing update emails every few hours?

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Put our Knowledge and Writing Skills to Work for you

Peter James Thomas

If you find the articles published on this site interesting and relevant to your work, then perhaps – like Neal Analytics – you would consider commissioning us to write a White Paper or some other document. If so, please just get in contact , or simply schedule an introductory ‘phone call.