Explore ways to build a better customer experience with conversational AI

Explore ways
to build a
better customer
conversational AI

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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
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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
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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
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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
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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
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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
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Improve the patient experience
and care with consistent, timely
post-visit discharge follow-up

When patients don’t understand discharge instructions, care and outcomes can suffer. Ignoring potentially concerning symptoms, failing to take prescribed medication or missing follow-up visits are all avoidable when providers can follow up with patients to ensure they’re not only adhering to discharge instructions, but following them correctly. According to one study, at least 78% of… Read more
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Prior authorizations

Prior authorization (PA) for treatments, screenings, tests and prescriptions have increased, and so have the administrative burdens PA places on physicians. In fact, prior authorization is the most costly, time-consuming administrative transaction for providers.¹ According to the American Medical Association (AMA), physicians and their staff spend almost two full business days each week (13 hours)… Read More
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Physician referrals are integral to improving care managing patient outcomes through diagnostics, such as imaging and testing, and specialized treatment. One in three patients is referred to a specialist every year; referrals make up half of all outpatient visits.1 But, providing a patient with a referral doesn’t mean that they actually schedule an appointment to… Read More
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Gaps in care outreach

The move to value-based care and an emphasis on improved patient experience has fundamentally changed how providers approach care management. At the same time, it’s also reinforced the need to close care gaps and engage patients in ongoing treatment and preventive services. In the last year alone, four in 10 U.S. adults reported avoiding care… Read more
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Post-visit discharge follow-up checks

Post-discharge follow-up care can be critical to driving positive healthcare outcomes. In addition to helping to identify potential complications earlier—and therefore improving the potential to mitigate any issues that can impact recovery—follow-up checks offer opportunities to confirm medication use, schedule follow-up appointments and communicate pending test results. Timely and consistent follow-up checks across service lines… Read more
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Staffing, scalability
and call volume

If you’re an organization running any kind of contact center, all calls count. But, if your business is healthcare, some calls really count. The National Suicide Prevention Lifeline is a great example. An upgrade scheduled for this summer will see it upgraded to a new universal three-digit number, 988. The rebooted service will connect callers… Read more
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Satisfied customers? Financial
services need to go further

A report by Forrester consultants confirms what Gridspace has known all along: Many companies are getting their customer experience (CX) journey wrong if the target is a customer who feels their requirements have been met. Joana de Quintanilha is the Principal Analyst at Forrester who has made a study of emotions produced within the customer… Read more
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Offices are opening up, but more
of us are homeward bound

The French already have a word for it. “La rentrée”—the return—marks the day in September when children head back to school and employees to the workplace after their traditionally long summer vacation. It signals a resumption of normalcy. Our own post-pandemic return has now officially started, led by the big tech companies. Microsoft, Apple and… Read more
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When your agents
leave everybody hanging

What’s your strategy for retaining staff? It’s a fair question, given that 71% of customer service agents have considered leaving their job in the past six months. That figure, coming from recent research published in a new Salesforce survey, will make unsettling reading for businesses hoping that staffing challenges were largely fueled by COVID and… Read more
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Who wants to talk
with a bad IVR?

We don’t think it would be going out on a limb to say that customers think interactive voice responses (IVRs) need a reboot. In fact, a recent survey reported more than half of customers said exactly that when questioned about their experiences with automated services across a range of organizations. One bad experience can go… Read more
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Taxing times call
for innovative solutions

A “perfect storm” of challenges facing the IRS is overwhelming switchboards and causing delays for those claiming annual tax refunds. As staff brace themselves for the new filing season to open next Monday (January 24), taxpayers are being warned by the US Treasury to anticipate delays in processing and returns—and to be prepared for longer-than-usual… Read more
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We can help when nurse
numbers don’t add up

As healthcare services continue to labor under the strain of nursing shortages, providers are telling us they’re looking for new ways to lighten the load on remaining staff. A perfect storm of COVID, combined with already existing stress points, means staffing levels are set to remain at the top of the agenda for hospitals and… Read more