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Reaching Out to Improve the B2B CX

The Northridge Group

For example, when a hospital that does 1,200 MRIs per month calls to find out why an insurance company rejected 90% of its claims, not only must the insurance company’s contact center associates have good answers but the experience of getting to the answers must be well-orchestrated too. It allows time for preparation.

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The ChatGPT Revolution

The Northridge Group

Many existing chat technologies still rely on simple scripts and pre-programmed generic responses, which do not add value to the conversation. GPT-4’s knowledge base and language processing capabilities far outpace other technology on the market, but it still has limitations.