News, insights & resources

In today’s healthcare landscape, compassionate communication is essential. Whether patients are calling with questions about medications, navigating difficult diagnoses, or seeking emotional support, the way healthcare contact center agents respond can have a profound impact on patient outcomes and experiences.

This year’s American Association of Suicidology Conference (AAS25) took place during a period of reflection and growth in the crisis response field.

AI is transforming contact centers, streamlining operations, and improving speed and efficiency. But when it comes to interactions that carry weight, like those tied to security, revenue, or brand reputation, nothing beats a well trained human agent.

Imagine stepping onto a plane and learning that your pilot has never trained in a flight simulator. They’ve studied manuals, shadowed experienced pilots, and maybe even observed takeoffs and landings…

Can AI genuinely make a difference in crisis intervention and mental health? In this powerful SXSW 2025 session, four industry leaders discuss real-world applications of generative AI in veteran mental health, suicide prevention, and addiction services.

It’s ironic that AI, which has the potential to cause a crisis for companies and organizations, can also help them prepare for and manage a variety of crisis situations that are faced by government agencies and the private sector.

“Generative AI transforms how organizations approach training and development, offering new ways to create, deliver, and refine learning experiences at scale.”

Today, delivering a positive and seamless customer experience is more critical than ever for retail success. Customer service teams are the front line of this effort, and their ability to handle complex and diverse scenarios.

As the healthcare industry evolves, organisations are realising that a strong reputation isn’t just about visibility and medical expertise – it’s about delivering a consistent, positive experience for patients at every touchpoint.