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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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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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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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