Explore ways to build a better customer experience with conversational AI
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better customer
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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
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
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
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Blog
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
Blog
Your New Year’s resolution? More customer resolutions!
It may be a new year but the turbulent times roiling contact centers aren’t going away anytime soon. Healthcare, utilities, insurance providers and others are still handling fallout from 2021’s unprecedented number of weather and climate-related disasters. And, as we get our heads around the fact that this really is our third year of a… Read more
Blog
The most magical technology you’ve ever heard
How do you create the best conversational virtual agent on the market? The answer may surprise you. It’s the attention to details. Gridspace CEO and co-founder Evan Macmillan has been an entrepreneur most of his life. But before first grade, he was a software tester. “One of my earliest activities at home was testing QA… Read more
Blog
It’s not where you start, it’s where you finish
Conversations are the nuts and bolts of human communication. Yet we’re still exploring precisely how they work and how to gain maximum value from them. Conversation analysis straddles the academic disciplines of sociology, psychology and linguistics, with research continuing to yield insights into the patterns and infrastructure of human dialogue. Since Gridspace artificial intelligence (AI)… Read more
Blog
Three golden rules for a robust crisis management strategy
Shedding light on dark data is key to staying ahead. Are you ready for when your business hits the next bump in the road? Unavoidable problems, peak time surges and annual promotions all put pressure on your call center agents, costing time and money and often hitting customer trust. We work with some of the… Read more
Blog
We’re already on board with shorter holding times
Long wait times to get through to some airline call centers is fueling frustration for travelers eager to take advantage of relaxations in COVID travel restrictions, according to a report in The New York Times. When Southwest Airlines canceled around 2,000 flights over one weekend recently, travel writer Heather Murphy spotted customer angst seemed to… Read more
Blog
Don’t just listen to us. Listen to Grace
Fact. Businesses spend billions every year handling calls from their customers. Fact two. Besides being expensive for your company, too many of these calls result in unnecessary frustration and annoyance for your customers. Put yourself in their place. Long wait on hold? Laborious identification procedures? Connected to someone who doesn’t know what they’re talking about?… Read more
Blog
Empathy in the age of customer experience
Empathy probably isn’t something that most people associate with business success. Customer loyalty. Competitive differentiation. Revenue growth. These are core business strategies with benefits companies readily understand. But empathy is key to a positive customer experience. Today’s consumers have indicated that they will pay a 16% premium for a great customer experience.1 Additionally, 85% of… Read more
Blog
Transforming the contact center to meet the challenges of an omnichannel customer experience
The days of a single consumer channel are long gone. Today, the customer journey is defined by an omnichannel shopping experience that allows consumers to choose when, how, and how often they interact with companies. But an omnichannel experience isn’t just about creating a more convenient shopping experience by meeting customers where they are—it’s also… Read more
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