Explore ways to build a better customer experience with conversational AI
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Blog
Common questions when automating and scaling customer support
Virtual agents are changing the customer experience. As advancements in artificial intelligence (AI) technologies enable virtual agents to perform transactions that were once only addressable by a team of live customer service agents, financial services, healthcare and other industries are realizing the dramatic impact virtual agents can have on contact center operations and customer interactions…. Read more
Blog
Put me in, coach!
The escalating use of digital channels, coupled with consumer behavior shift resulting from the pandemic, have put new stressors on contact center agents and challenged them to provide a positive customer experience. With contact center turnover already between 30–45%,1 it’s no wonder that 75% of agents say managing case volume has become more challenging during… Read more
Blog
Putting the quality back into contact center QA
Quality assurance (QA) isn’t new, but it is integral to ensuring the performance and compliance of contact center agents. Unfortunately, QA tools and processes haven’t changed much since the introduction of contact centers, even as the role they play in servicing customers has increased and the customer experience has become a key driver to growth… Read more
Blog
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
Blog
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
Blog
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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CASE STUDY
Grace Brings Standardization and Cost Savings to Medicare Startup
The Medicare Club is a healthcare startup that helps seniors enroll in Medicare and automate insurance management. Grace streamlined the acquisition process while maintaining customer satisfaction – with 78% of answered calls being handled in under 2 minutes. Read more
CASE STUDY
Grace Lowers Cost of Lead Qualification and Increases Sales for Life Insurance Brokerage
Diabetic Insurance Solutions is a life insurance brokerage specializing in assisting individuals with diabetes and other preexisting health conditions to obtain affordable life insurance. Grace helped deliver a 60% increase in lead connections. Read more
CASE STUDY
Improving Patient Outcomes With AI: How a National Healthcare Provider Leverages Grace for Health Line Follow-Ups
Gridspace AI phone agent Grace helped a national healthcare provider improve patient outcomes and reduce strain on internal resources by automating the majority of their follow-up phone communications. She’s now handling over 200,000 calls per month. Read more
BLOG
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
CASE STUDY
Gridspace Improves Over-The-Phone Customer Service for a Leading Health Insurance Provider
One of the nation’s leading health insurance providers wanted to explore if they could leverage Gridspace’s AI contact center agent, Grace, to handle high call volume without sacrificing customer satisfaction. Grace came out on top as the preferred choice when compared with other voice assistants. Read more
Blog
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
Blog
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
Blog
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
Use Case
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
Use Case
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
Use Case
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
Use Case
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