Explore ways to build a better customer experience with conversational AI
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Accelerate service for policyholders and alleviate the need for in-person trained staff
Recent research shows that consumers’ insurance priorities evolved during the COVID-19 pandemic. In addition to consumers growing increasingly concerned about their financial security, their expectations of insurance packages changed as they sought out new types of products and offerings. The days of one-size-fits-all policies are gone; in its place is interest in policies that are… Read More

Accelerate the customer
credit card application process and improve the customer experience
For credit card issuers, time is money. Lengthy, time-consuming application processes can discourage consumers from successfully completing applications, and that has a direct impact on the bottom line by driving up acquisition costs—which already average $200 per customer. The competition for credit card customers is intense, and issuers are investing more than ever to acquire… Read more

There’s no time to waste when it comes to customer care
Waiting on hold to speak with a service agent just doesn’t cut it these days. Speed and convenience matter to customers more than ever. And by “speed,” we’re talking five minutes max for a reply online, or for an agent to pick up a call and initiate the response. That’s certainly the view taken in… Read more

Credit card issuance
The competition for credit card customers is intense and issuers are investing more than ever to acquire customers. This year, the largest issuers anticipate increasing their marketing spend close to 35% as they seek to attract new customers.¹ With an average cost of around $200 to acquire a credit card consumer, and many more times… Read More

Credit card fraud happens… don’t let it result in unhappy – or lost – customers
It’s a consumer’s worst nightmare—credit card fraud. And as cashless transactions become more common and e-commerce sales grow, it’s more prevalent than ever. In fact, 2020 saw a 44% rise in credit card fraud over the previous year, according to the Federal Trade Commission. Due in part to the global pandemic, as well as changing… Read more

KYC/AML checks
Know your customer (KYC) and anti-money laundering (AML) processes are designed to ensure that customers are who they say they are and prevent criminals from depositing or transferring funds that result from illicit activity. This critical function helps banks evaluate customer risk and avoid compliance mistakes. Failure to comply with AML regulations can have significant… Read more
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Does money talk? Large language models require more than just money
What does it take to train a large language model? This month, The Information reported that OpenAI spent over $120MM in two years on cloud computing, primarily training large language models. This is a staggering outlay for a company that was, at the time, still in closed beta. For comparison, Lyft and Slack each committed… Read more

Health insurance leader discovers that Gridspace Grace outperforms humans, other virtual agents
Gridspace Grace came out on top as the preferred choice when compared with other voice assistants, an extensive survey has revealed. In fact, respondents were so impressed by the industry-leading virtual assistant that a majority said they rated Grace’s performance higher even than that of human assistants. Read more

What HCOs need to know to navigate the future of healthcare
Healthcare is changing like never before. And we don’t need to look far to see why. Problems caused or exacerbated by the pandemic, most notably staffing shortages, have combined with an aging population and high levels of chronic disease—and the associated rising costs—to produce a perfect storm for healthcare organizations. When we dig into the… Read more

Close clinical trial DEI gaps and improve patient engagement via virtual agents
Stakeholders across the clinical trial ecosystem have committed to addressing healthcare disparities and working together to increase diversity, equity and inclusion (DEI) efforts for clinical trials. In 2020, the US Food and Drug Administration (FDA) issued finalized guidance to enhance the diversity of clinical trial populations. Other industry organizations are also putting forth programs and… Read More

Proactively engage patients with automation that improves the clinical trial experience
Patient recruitment is both critical to ensure qualified enrollment in clinical trials and a huge investment for companies. Fully one-quarter of the cost of a clinical trial is assigned to patient recruitment. With so much invested in recruitment, patient retention is critical to managing costs and obtaining the data needed for regulatory submission. The failure… Read More

DEI in clinical trials
Health equity demands that clinical trial participants include a wide range of patients from diverse communities. This not only helps to reduce biases, it also contributes to more innovative science. Because people often experience disease differently, clinical trial enrollment needs to reflect diversity in race, ethnicity, sex and, often, age, in order to ensure that… Read More

Clinical trial patient retention
While patient recruitment receives a lot of attention due to the significant investment required to ensure enrollment, patient retention in clinical trials is essential for both economic and scientific reasons. With patient recruitment accounting for nearly 25% of overall trial costs, retention becomes critical to managing costs and obtaining the data needed for regulatory submission…. Read More

Enrolling clinical trial patients
Clinical trials are vital to supporting the development pipeline for drugs, biologics and medical devices. They also make up a significant portion of research and development costs—in the US alone, clinical trials account for nearly 40% of pharmaceutical research budgets. Patient recruitment accounts for nearly 25% of overall trial costs. Engaging patients throughout the enrollment… Read More

Screening clinical trial patients for eligibility
While individual clinical research trials are unique in pursuit of better ways to treat, diagnose, prevent or screen for disease, they all share a common challenge—pre-screening and screening potential trial participants for enrollment. Most often a manual process, screening participants for eligibility in a trial has typically included answering a set of questions via a… Read More

Proactively engage clinical trial participants to reduce enrollment attrition
With patient recruitment costs accounting for nearly 25% of all clinical trial costs, engaging patients throughout the enrollment process is critical to managing the costs of trials. The expectations of trial participants are often not understood upfront, however; as patients move from pre-screening to screening and physical screening and beyond, demands on patient time and… Read More

Automated patient screening improves clinical trial efficiency and helps speed time to enrollment
Clinical trials account for nearly 40% of the US pharma research budget. Just under half of that budget is the costs associated with patient recruitment. The pre-screening and screening process greatly impacts participant recruitment, and that directly affects the cost of a trial. According to one study, it costs $6,533 on average to recruit one… Read More

KYC and AML checks: Alleviate the need for in-person trained staff and improve regulatory compliance
Globally, banking regulators are initiating or strengthening compliance requirements to shore up weaknesses in customer due diligence and to identify risks associated with money laundering and terrorism. The cost of compliance for banks is twofold: first, the cost of implementing systems to ensure that know your customer (KYC) and anti-money laundering (AML) processes are in… Read More