Explore ways to build a better customer experience with conversational AI

Explore ways
to build a
better customer
conversational AI

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Don’t settle for average
when it comes to average
handle time

Average handle time (AHT), or the average length of time a contact center agent spends on a call from start to finish, has been the standard bearer of customer service metrics. After all, it stands to reason that the shorter the length of time an agent spends on a call with a customer, the better…. Read more
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Identifying opportunity at the speed of sound

By the time AT&T formed its Opportunity Discovery Department (ODD) inside of Bell Labs in 1995 to assess the impact of market trends, chat technology was already hitting the mainstream. ODD informed senior AT&T executives the company was missing out. Newcomer AOL had taken only two years to reach 50MM users. By comparison, it had… Read more
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The long-distance call turns 101 years old

In 1915, it took five operators and 23 minutes to connect the first transcontinental call between New York and San Francisco. Today, more than a century later, phone calls are more reliable and less expensive, but no more dynamic than they were in 1915. The dial tone is still dumb—and what used to pass for… Read more
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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
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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
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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
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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
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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
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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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P&C policy changes

Recent research from EY shows that consumers’ insurance priorities have evolved during the COVID-19 pandemic.¹ Consumers have grown increasingly concerned about their financial security and less accepting of one-size-fits-all insurance packages. Even as consumers’ needs change and they embrace a digital customer experience, speaking with a human agent on the phone remains the preferred method… Read More
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Initiating fraud holds

From 2019–2020, there were nearly 400,000 reports of credit card fraud, according to the Federal Trade Commission—a 44% growth over the previous year. This multibillion dollar crime continues to grow as consumers flock to online shopping channels, a trend that was exacerbated by the recent global pandemic. Credit card fraud attempts increased 35% in 2020… Read more
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The secret’s out:
Gridspace gains “gold standard”
security certification

Protecting client information is of the utmost importance to the Gridspace team. We take privacy and security seriously and respect the data that’s kept with us. And we can now announce that this commitment to attaining the highest standards has been officially recognized, with Gridspace receiving Certified Status for information security and compliance from the… Read more
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Accelerating conversational AI
with Gridspace and Graphcore

As part of a strategy to partner with highly innovative technology companies, Graphcore is collaborating with Gridspace to drive innovation in conversational artificial intelligence (AI). Envisioning a contact center automation platform accelerated by intelligence processing units (IPUs), engineers at Graphcore and Gridspace are working together to explore IPU-based voice applications toward the goal of human… Read more
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Eliminate prior authorization delays and inefficiencies to improve the patient experience and outcomes

Prior authorization is the most costly, time-consuming administrative transaction for providers.¹ At the same time, prior authorizations for everything from prescriptions to screening to treatments are increasing, increasing the burdens on physicians and staff who are stretched thin and focused on delivering patient care and a positive patient experience. While it’s an unwelcome administrative reality… Read more
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A better patient referral
process can improve care
and increase the bottom line

Ninety-six percent of healthcare executives say patient leakage is a priority, with lost revenue amounting to close to $1 million per physician per year. While the failure to schedule and attend referral visits has substantial financial consequences for providers and healthcare systems, the impact on patient care is also significant. Referrals are integral to managing… Read More