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AWS wants to make call center interactions less painful

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Slowly but surely, Amazon’s AWS cloud computing unit has turn into a serious player within the call/contact center space thanks to its Amazon connection a cloud-based (and AI-centric) contact center service that launched in 2017. Currently, firms similar to Air Canada, Dish Network, and US Bank use this platform to serve customers. During its annual re:Invent conference in Las Vegas, the corporate announced quite a few Connect updates that, unsurprisingly, concentrate on artificial intelligence powered by the Amazon Q platform.

“When we came to market, we were really a voice-only solution that was very much focused on bringing AI to the contact center (with) scalability and security — what our calling card is for AWS. We were able to add more features and become more complete quite quickly,” Pasquale DeMaio, vp and general manager of Amazon Connect at AWS, told me. “We now offer a variety of channels, from chat, email – outgoing mid-call – as well as texting, WhatsApp and Apple Messaging for Business.”

DeMaio emphasized that AWS built Connect as an end-to-end solution that’s now utilized by greater than 14,000 external customers, in addition to Amazon.com itself.

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Given the contact center context, many of the recent features concentrate on how Connect customers can more easily create AI-powered self-service workflows that may handle most of the more routine customer support tasks. Originally, AWS used Q in Connect primarily to help agents interact with customers. Now firms also can use this service to create customer-facing self-service.

Image credits:AWS

To be certain that external conversations don’t go off course, AWS allows firms to arrange custom barriers that keep conversations heading in the right direction, reduce hallucinations, and help bots adhere to established company policies.

Ideally, all this permits human agents to concentrate on higher-value and more complex interactions, DeMaio noted. Speaking of those human staff, Connect can also be rolling out recent AI-powered agent evaluation tools that the corporate says will “enable customer service managers to easily detect performance trends, enhance training and improve overall service quality.”

However, what could also be much more interesting – and something you might soon see when a customer calls your call center – is that AWS is trying to use all this data and generative AI to help firms be more proactive of their interactions with customers.

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“I think the best customer service is often proactive, not always proactive, but often proactive,” DeMaio said. “Over time it was really missed because it was hard (…) but if it’s done right it can be really great.”

In this version of Connect, the team has created tools that help firms track in real time what is going on with customers (possibly a flight is delayed, a package is stuck in transit, or a subscription is about to renew), divide them into different groups, after which proactively contact them , using essentially the most appropriate channel. Ideally, this may provide higher customer support, but will even reduce the variety of times customers have to contact the corporate, which can likely save the corporate money in the long term.

Image credits:AWS

All of this typically relies on integrating many separate systems with Amazon Q Business. Sometimes it also happens the opposite way around, with external customers incorporating AWS Connect into their contact center solutions. For example, Salesforce today launches “Salesforce Contact Center with Amazon Connect,” which integrated core Amazon Connect capabilities with unified routing with Salesforce’s CRM solution.

“Businesses can now use a single routing and workflow solution for their Amazon Connect and Salesforce channels to intelligently deliver calls, chats, emails, and matters to the appropriate self-service or agent interaction,” AWS explains.

It is value noting that AWS is aware that not every Connect customer is yet ready to use generative AI. “When I talk to customers in the real world who are trying to do this, their number one thing is: stop shoving (generative) AI down my throat for every solution,” DeMaio said. “We want to assist you to go at your personal pace and do it the correct way for your corporation, and have the opportunity to use it for what it’s useful for, but depend on other technologies that already work great. And I’ll say that there are even situations where the tone of touch continues to be nearly as good or higher than voice, similar to should you ask me for my bank card number.

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This article was originally published on : techcrunch.com

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The signal is the number one application in the Netherlands. But why?

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Signal

The application signal for sending a privacy -oriented message flew high in Dutch application stores last month, often sitting at the top as the most steadily downloaded free application for iOS and Android in all categories, for data from many application tracking platforms akin to the sensor tower.

The application has experienced popularity over the years, often in response to Changes in politics in rivals akin to WhatsApp Or Geopolitical events. This is because Signal has set a reputation as a more friendly privacy option-it is served by the non-profit foundation (though based in the USA), not a personal company focused on data earning data. In addition, the signal tracks minimal metadata.

In 2025, along with the recent US president, who strengthened the warm Big Tech hug, it is not surprising that digital privacy tools have a moment – especially in Europe, which attracted the anger of President Trump.

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But this time, the meaning of the signal in one very specific place-Holandia is particularly eye-catching.

Signal data from the sensor towerImage loans:Sensor tower / screenshot

IN Interview with Dutch newspaper de Telelegraaf last week, President signal Meredith Whittaker He noticed that the number of “new registrations” in the Netherlands was 25 this 12 months, even though it is not clear what the exact comparative period for this data is.

Asked why the Netherlands recorded such development, Whittaker pointed to the combination of things: “growing awareness of privacy, distrust of large technology and political reality in which people realize how sensitive digital communication can be,” said Whittaker.

Data provided to TechCrunch from the application intelligence company Appfigures Increase in Signal Signal in the Netherlands. According to its data, the signal was 365. Among the applications apart from the iPhone in the Netherlands on January 1 and didn’t appear on the list of the most significant general applications. Then, from around January 5, he began to climb the rankings, reaching the highest position until February 2.

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The signal immersed and comes out of the lead during weeks, spending around mid -February at the top – including every single day from February 22. By digging deeper into the data, the AppFigures estimates that the total download in Apple and Google Applets in total in December 2024 jumped to 99,000 in January and increased to 233,000 to February – 958%.

While a part of this height could be assigned to a lower saturation signal than other markets, a continuing application position at the top in comparison with neighboring markets of comparable size.

“No other markets are approaching the Netherlands in terms of growth between December and February,” said AppFigures Techcrunch.

For comparison, from December in Belgium, download increased by over 250%, Sweden by 153%and dishes by 95%.

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So why the signal can experience what one redditor called “The moment of mass adoption“In the Netherlands?

Clear signal

Give ZengerSenior Policy Advisor at Dutch Digital Rights Foundation Fragments of freedomHe said that even though it is difficult to point one specific reason, he is not surprised.

The last changes in the US have seen Large platform suppliers Adapt with the recent Trump administration, and this has retained a major public and media debate. Relying Europe from the technology of big private American corporations has turn out to be the point of interest of this debate.

“The Dutch are, like many others, very dependent on the infrastructure provided by extremely dominant technology companies, mainly from the USA,” said Zenger. “What does this mean, and the risk that results from it has been nicely demonstrated in the last few weeks. As a result, the public debate in the Netherlands was relatively sharp. Where in the past this problem was discussed only at the level “:” I feel that we are now conducting a debate at the higher levels: “.

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In this context, society can mix dominance with data protection abuse. Since corporations akin to meta are frequently studied and fined in the field of information privacy practices, the signal could appear to be less evil: it is based on the US, but supported by a non-profit organization, which ensures encryption of each the content of the message and around it.

Vincent BöhreDirector of the Dutch Organization of Privacy Privacy firstHe also pointed to increased media relationships and a wider change of public opinion.

“Since a few months ago he was re-elected in the United States, in the Dutch-and European media, which seem to support Trump, there were many” Elon) Muska. “Articles criticizing X (previously Twitter) and Meta appear everywhere in the Dutch media, which leads to a change in Dutch public opinion: even people who have never really known or cared for privacy and security in social media, suddenly became interested in” friendly privacy “alternative, in particular the signal.”

Signal of intentions

President of the application for sending a signal message Meredith Whittaker.
President Signa Meredith Whittaker on Web Summit, in Lisbon on November 4, 2022.Image loans:Patricia de Melo Moreira / AFP / Getty Images

While the Netherlands is only one market of 18 million people in the European population over 700 million, its increase in adoption can signal a wider trend throughout the continent, especially when governments try to cut back privacy barriers.

For example, Apple has recently pulled out comprehensive encryption from iCloud in Great Britain to counteract government efforts to put in a backdoor.

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Speech Fr. Rightcon 25 In Taiwan, this week, Whittaker confirmed the unwavering Signal attitude regarding privacy.

“Signal position on this subject is very clear- we will not walk, falsify or otherwise disturb the solid guarantees of privacy and security that people rely on” Said Whittaker. “Regardless of whether this disturbance or backdoor is called scanning on the client’s side or removing the protection of encryption against one or the other, the features similar to what Apple has been forced to do in Great Britain”

Separately, in Interview with Swedish public broadcaster, Whittaker said that Signal wouldn’t follow the proposed Swedish law requiring application to send messages for storage.

“In practice, this means asking us to break encryption, which is the basis of our entire activity,” said Whittaker. “Asking us to store data would undermine all our architecture and we would never do it. We would prefer to completely leave the Swedish market. “

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TechCrunch contacted to signal a comment, but he didn’t hear during the publication.

(Tagstotranslat) signal of the Netherlands

This article was originally published on : techcrunch.com
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Gayle King announces participation in the space mission of all women

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Gayle King, CBS News, new deal, morning show

Gayle King will join the thirty first Blue Origin civil flight into space.


Gayle King announced that he was going to space. The host of the talk show during the day provided messages CBS MORNINGS.

King revealed Her participation in the thirty first Blue Origin flights, NS-31. Before discussing the details of the mission, she and her co -lecturers presented the video editing, which described her long -term fascination with travel travel.

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In one clip, King said: “I am excited to watch the premiere at home in my pajamas.”

Her enthusiasm led to an invite with Blue Origin. The television personality will disappear from Crew from the whole familyIncluding an award -winning journalist Lauren Sánchez, award -winning Grammy singer Katy Perry and astronaut Aish Bowe.

Soon the explorer of the space admitted that she was hesitating at first.

“I don’t know how to explain at the same time terrified and excited,” said King.

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To make a choice, King turned to a gaggle of family members, including her children and a detailed friend, Oprah Winfrey. She said that when her most trusted confidants approved, she was ready.

“When Kirby, Will and Oprah were fine, I was fine,” said King. “I thought Oprah would say no. She said: “I feel that when you don’t do it, if you all come back and also you had the opportunity to do it, you’ll kick.” She is right. “

King is not going to be the first television host who wandered into space with blue origin. In 2021, then-Good morning America Coheat Michael Strahan took part in the third civil flight Blue Origin. The former NFL star and the sender was delighted after returning, expressing how this experience gave him a brand new “perspective” in the world.

“I want to come back,” said Strahan.

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Blue origin, Founded by Amazon Billionaire Jeff Bezos in 2000 is a non-public aviation company that focuses on sharing space travels for civilians and developing technology to explore the space long.

The upcoming flight of the king New Shepard It will probably be part of Blue Origin’s constant efforts to normalize civil space travel.


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This article was originally published on : www.blackenterprise.com
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Instagram can turn the rollers in a separate application

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Instagram

Meta is occupied with an independent application for brief movies, Information He informed, citing an anonymous source, which he heard the boss on Instagram Adam Mosseri talked about the personnel project.

The project is reportedly called RAY code, which goals to enhance recommendations for brand new users and existing users in the US and to conclude one other three minutes of movies, the report quoted the source.

The finish line didn’t answer immediately at the request for comment.

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Last month, the company announced a video editing application called Edyta to compete with Capcut (belonging to Tiktok Matter Company Bytedance) since it was geared toward using the uncertain future Tiktok and Bytedance in the USA

Currently, the Instagram channel is a mixture of photos, movies (drums) and stories. However, many users imagine that the application has been cluttered since it incorporates movies and not persist with the roots as an application for sharing photos. If the company rotates in an independent application for brief movies, it can create a possibility for Instagram to emphasise other functions.

Instagram began at the starting of this yr paying creators To promote Instagram on other platforms, resembling Tiktok, Snapchat and YouTube. Apparently he also began to supply Big money for the creators Present only on roller skates.

(Tagstranslate) Instagram

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This article was originally published on : techcrunch.com
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