Effective communication is the lifeblood of any successful business. Now with teams often dispersed globally, robust communication tools are even more critical. These tools streamline workflows and build a cohesive organizational culture. These in turn help companies better serve their customers.
When it comes to drafting up the yearly budget, IT organizations are always looking to gain efficiencies. This could involve cuts to programs, salaries, or physical equipment. There is always more money to be saved.
In the healthcare sector, the role of a HIPAA Privacy Officer has become increasingly pivotal. As organizations navigate the complexities of maintaining patient confidentiality and complying with the Health Insurance Portability and Accountability Act (HIPAA), the need for a dedicated professional to oversee this process is more important than ever.
When it comes to technical support, there are two main options: Help Desk and Desktop Support. These can be in-house/on site or delivered remotely via third-party cloud-based software (SaaS) solutions. There is often some confusion over the use of the terms Help Desk and Desktop Support.
One of the most important regulations in healthcare is the US Health Insurance Portability and Accountability Act (HIPAA). Within that are Business Associate Agreements (BAAs) between healthcare organizations and professionals and third-party suppliers, vendors, and non-medical professionals.
In today's digital healthcare landscape, employing HIPAA compliant email solutions is crucial for safeguarding patient data. Organizations, particularly healthcare providers and related businesses, must navigate secure electronic communication. This especially relates to Protected Health Information (PHI). The Health Insurance Portability and Accountability Act then needs to be understood well and adhered to closely.
HIPAA compliance is a necessity and legal requirement for any business and IT organization in the US healthcare sector. Having a quick-reference HIPAA compliance checklist will save you time, money, and a lot of worry.
Understanding the intricacies of healthcare data and its protection is crucial in today's digital age. Among the most critical concepts in the realm of healthcare compliance is personal health information or anything that is personally identifiable information such as a person's name or phone number. When linked to health data, they can reveal sensitive information about an individual.
Customer expectations are higher than ever, and traditional service models often struggle to keep up. Long wait times, repetitive requests, and rising ticket volumes put constant pressure on support teams. That's where Artificial Intelligence (AI) is making a difference.
AI in customer service automates routine tasks, speeds up resolutions, and helps agents focus on complex, high-value interactions. It is transforming how contact centers and help desks operate.
In this article, we look at what AI in customer service means, why it matters, and the strategies and benefits organizations can gain by implementing it.
First, let's define AI: Artificial Intelligence (AI) refers to systems that perform tasks normally requiring human intelligence, using technologies like machine learning (ML), big data, foundation models, deep learning, neural networks, and natural language processing (NLP).
A well-known, user-facing example is OpenAI's ChatGPT. Increasingly, these technologies integrate with customer service software to handle repetitive tasks, personalize interactions, and scale support.
AI in customer service automates interactions, speeds up response times, and helps agents deliver accurate, personalized support.
It enables:
According to McKinsey high-quality customer service can boost revenue 2–7% and profitability 1–2%. AI-powered chatbots can handle queries 24/7, reduce call volume, and free human agents to focus on complex problems.
Common AI models include:
It's important to note that AI shouldn't replace human agents, only support them. AI handles repetitive inquiries, while agents take on complex, high-empathy cases. Companies using an "AI + human" approach report higher job satisfaction among agents, where they spend more time problem-solving and less time on routine tasks.
AI in customer service uses automation and intelligent tools to improve efficiency, deliver faster support, and enhance the customer experience. Contact centers and help desks are increasingly turning to AI to streamline workflows, handle high ticket volumes, and boost satisfaction.
Service Level Agreements (SLAs) document expectations between service providers and customers. These contracts outline standards for response and up time, and business operating hours, among others.
However, even the most well-crafted SLAs are susceptible to breaches. An SLA breach occurs when the agreed-upon services fall short of stipulated standards. It erodes trust and can result in financial penalties and damaged reputations.
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