What Are Micro-Apps in Customer Service? (And Why They’re Replacing Phone Trees)
A micro-app in customer service is a small, single-purpose web interface that opens instantly, usually from a link sent during a call or text, and lets a customer complete one task: pay a bill, verify an identity, reschedule an appointment. No download, no account, no menu to navigate. It closes as soon as the task […]
Quality Management Member Engagement: Automating HEDIS & Star Ratings Outreach
Quality management member engagement is the outreach layer that turns a health plan’s HEDIS gap list into completed member actions: screening reminders, medication adherence nudges, annual wellness visit scheduling, and CAHPS-driving touchpoints tied to Star Ratings. The plan already knows which members have an open gap. What decides whether that gap closes in time is […]
What Is an AI Agent in Customer Service? (And How It Differs From a Chatbot)
An AI agent in customer service is software that reasons through a request, takes action across live backend systems, and resolves the issue instead of just responding to it. A chatbot, by contrast, matches what a customer types or says to a scripted branch in a decision tree. One completes the work. The other mostly […]
Omnichannel vs. Multichannel vs. Cross-Channel: What’s the Real Difference?
Multichannel means a business runs several channels (call, email, chat, text, portal), each on its own system: nothing carries over. Cross-channel connects some of them, often partway through integration, so a cart or case number sometimes follows the customer while full context usually doesn’t. Omnichannel goes further: every channel reads from and writes to one […]
Care Management Member Engagement: Closing the Gap Between Plans and Members
Care management member engagement is the outreach layer that sits on top of a health plan’s existing care management platform. The platform tracks who needs outreach. It doesn’t place the call, retry when nobody answers, or escalate to a live care manager without losing context along the way. That gap, between knowing who to call […]
How visual technology is redefining self-service customer experience
Customers have become comfortable managing myriad aspects of their lives through digital experiences. Yet many customer service interactions still begin with a phone call and a maze of menu options. For organizations trying to balance rising customer expectations with operational efficiency, that creates a growing challenge: How do you make self-service easier without forcing customers […]
Omnichannel Member Engagement: Why Health Plans Are Moving Beyond the Portal
Omnichannel member engagement is the practice of reaching health plan members across voice, text, email, and web, using the channel and timing most likely to get a response from that specific member. A portal alone can’t do this: it waits for the member to log in. Real omnichannel engagement reaches out first, and picks the […]
AI Member Outreach for Health Plans: Cut Cost-to-Serve
AI member outreach for health plans automates the outbound campaigns that used to run through call center staff, mail vendors, and manual dialing lists: appointment reminders, care gap alerts, open enrollment updates, satisfaction surveys. Health plans using it typically cut cost-to-serve by around 50%, because the AI absorbs volume that would otherwise mean adding headcount […]
AI Call Deflection: How It Works and Why It Cuts Cost-to-Serve
AI call deflection is the practice of routing incoming calls away from live agents and into automated self-service, so customers get resolved without ever waiting in a queue. Done well, it cuts agent workload, shortens hold times, and lowers cost-to-serve, all while improving the outcome for the person calling in. That last part matters. Deflection […]
Healthcare AI Is Stuck. Here’s How to Get It Moving.
A new HIMSS Global Market Insights study just confirmed what many of us in the industry already feel: healthcare AI is advancing – but unevenly, and for most organizations, too slowly. The study surveyed 345 healthcare executives and IT leaders across North America, EMEA, and Asia Pacific. The headline finding is both striking and familiar: […]