Explore ways to build a better customer experience with conversational AI

Explore ways
to build a
better customer
experience with
conversational AI

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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
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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
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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
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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
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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
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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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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
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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
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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
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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