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How AI can boost customer satisfaction, retention, and loyalty in the contact center

CIO Business Intelligence

24/7 chatbots and virtual assistants that can answer or redirect simple and common inquiries. This helps to create empathetic and personalized communication that meets customers’ needs and is tailored specifically to them. The initiative used the AWS Cloud for deploying and scaling AI applications.

IBM 126
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Insurance IT leaders herald new era for digital customer experience

CIO Business Intelligence

The insurance industry is undergoing a sea change, with IT playing a crucial role in rolling out digital customer experiences for policyholders and agents, as in-person meetings all but vanish in the post-pandemic era. IT as industry differentiator Insurers and financial services firms like MassMutual, of Springfield, Mass.,

Insurance 132
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Amazon is working on generative AI, too, CEO Andy Jassy assures shareholders in annual letter

GeekWire

Large language models that power generative AI “will transform and improve virtually every customer experience,” Amazon CEO Andy Jassy says in his letter to shareholders. Serendipitous interactions help it, and there are more of those in-person than virtually. GeekWire File Photo / Dan DeLong) What about Amazon?

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5 ways to maximize your cloud investment

CIO Business Intelligence

Migrating infrastructure and applications to the cloud is never straightforward, and managing ongoing costs can be equally complicated. Refactoring applications to take advantage of cloud-native services is vital to maximizing cloud ROI. The requesting team works only at the application layer.

Cloud 124
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Former Cisco Engineer Pleads Guilty to WebEx Attack

SecureWorld News

Former Cisco engineer admits delete hundreds of virtual machines. Department of Justice published details of his plea which specifically targeted Cisco's WebEx Teams app: "Ramesh admitted to intentionally accessing Cisco Systems’ cloud infrastructure that was hosted by Amazon Web Services without Cisco’s permission on September 24, 2018.

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PGA of America swings for the public cloud

CIO Business Intelligence

The PGA of America serves as the core association of golfers and coaches nationally, driving new membership as well as tracking members, dues, and committee meetings. moved all the data from its headquarters and its three data centers in Charlotte, Louisville, and Atlanta to Amazon Web Services and a handful of SaaS providers in 2019.

Cloud 98
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Cloud PC preps Grant Thornton for hybrid future

CIO Business Intelligence

We were winning more work, but we wondered how we were going to fulfill it,” Swift says, adding that he was able to hire 200 new contractors in India and in the Philippines to meet the firm’s contractual obligations by using Microsoft’s Azure Virtual Desktop (AVD). “It It worked like magic. Freeing up valuable resources.

Cloud 91