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FEATURED BLOG POST
LET'S TALK DATA
AI models are only as good as the data they are trained on. As the world becomes
increasingly data-driven, it is more important than ever to ensure the integrity
of data. This is especially true for AI models that are used to make critical
decisions, such as those in the healthcare and finance industries.
Read post
FilterAllCultureIndustryTechnologyNewsletter Sign-Up
technology
Published: October 2, 2023
Are your communications truly omnichannel?
As the role of digital communications grows, true omnichannel capabilities
become more crucial to provide a satisfying, unified customer experience.
Read post
industry
Published: September 27, 2023
Impacting Social Determinants of Health through Intelligent Automation
Healthcare companies need to know their members’ and patients’ current status
for social determinants of health (SDOH) or those factors will block healthcare
delivery and negatively affect health (medical and behavioral) outcomes.
Read post
technology
Published: September 26, 2023
Accelerating Action through Frictionless Engagement
Ever notice how some engagement processes just seem to be littered with
friction? What if you could whip up a solution, as tailored as a custom-made
suit, to tackle those issues head-on?
Read post
industry
Published: September 22, 2023
3 Steps to Improve the Insurance Claims Experience
Most of the time customers are going through the claim process after some kind
of accident or emergency, whether it is personal, at their place of work, or
affecting their entire community. Customers start the insurance claim process
with anxiety and fear of the unknown. The insurance claims experience can add
additional stress to a harrowing occurrence, or it can be something that eases a
customer’s anxiety to better allow them to work through damage to their vehicle,
property, or injury to themselves or an employee.
Read post
culture
Published: September 21, 2023
Exploring the symbiotic relationship between contentment and ambition
Last month, my wife and I celebrated our 25th wedding anniversary. I had planned
a few special activities throughout the day – a massage for her, dinner at our
favorite restaurant – when nature decided we should celebrate a bit differently.
The day before our anniversary, a raging storm knocked out our power and kept us
off the grid for nearly 48 hours. Our reservations were all canceled.
Read post
technology
Published: September 11, 2023
What Is Customer Experience Automation™️ (CXA)?
Customer Experience Automation™ (CXA) is the application of an AI-powered
platform that is purpose-built to automate, scale, and remove the friction from
the interactions between a company and its customers; from the beginning of a
conversation through its resolution. CXA brings together knowledge work
automation and conversation automation, to not only intelligently interact with
customers, but also interface with backend systems to complete all necessary
tasks.
Read post
industry
Published: September 6, 2023
2023 Ushur Innovation Awards
In a dazzling display of innovation and excellence, the 5th IMPACT CAB event
unfolded on August 9th, marking a day of inspiration, recognition, and
celebration.
Read post
industry
Published: August 29, 2023
How to Automate Your First Notice of Loss (FNOL) Process
First Notice of Loss (FNOL) is the first step of collecting information in an
initial report from policyholders who have experienced a loss, and is an
important element of an insurance carrier’s relationship with their
policyholders.
Read post
industry
Published: August 17, 2023
Irish Life Believes in Making Both Customers and Employees Happy – And Ushur
Makes It Happen
When an employee leaves a company, it triggers a long list of administrative
duties for both the employee leaving and the company.
Read post
technology
Published: August 14, 2023
Let's talk Data
A few weeks back I was speaking with a colleague who had just bought a new
laptop. Unsurprisingly, a lot had changed about laptops since his last purchase.
They’re slimmer and faster, the screens brighter, the battery life longer. They
hold more data, can connect to your wireless headphones with ease, and built-in
disc drives are long gone. Most everything about a laptop purchased today is
better than one purchased in 2016.
Read post
technology
Published: August 8, 2023
Understanding the difference between Deep Learning and Machine Learning
It’s not unusual that when the topic of AI comes up, so do the terms Deep
Learning and Machine Learning. What’s the difference? Are they interchangeable?
Read post
industry
Published: July 18, 2023
Rethinking customer experience in a climate of growing extremes
Though the year has only just started, it has already been a busy one for me
personally. A few long international flights to kick off the calendar year
provided moments of insight and inspiration, and a lot of time to ponder them.
Read post
industry
Published: July 14, 2023
Insurance Chatbot Guide (5 Benefits & 3 Use Cases)
Conversational AI is everywhere nowadays, from your bank’s chatbot, Siri, or
Google Assistant on your phone, to stores or even utility companies. Everyone is
trying to maximize their service capacity and speed by beginning and managing as
many conversations as possible using AI. Insurance companies have the same
opportunity as providers of products and services in that building a great
customer experience increasingly influences retention. But, also like other
service industries, they are under constant pressure to reduce expenses and gain
maximum value from their most valuable assets, their people.
Read post
technology
Published: June 21, 2023
Columnar Data Transformation Engine: Automating RFP Forever
Columnar data files are the dominant form used for exchanging information across
industries like FMCG, Shipping, Finance, Insurance and others. The row-column
format creates an understandable and recognized mechanism for sharing
information which also happens to be easy-to-digest for digital processing. A
lot of financial decisions and estimations are made off of information stored in
rows and columns and colloquially the files are referred to as CSV’s (comma
separated values). However, Microsoft Excel has quickly become the industry
standard for visually processing CSV’s and it provides added user functionality
like embedded tables, and the concept of “Sheets” where information can be
logically partitioned.
Read post
technology
Published: June 13, 2023
What do technologies like generative AI and ChatGPT mean for regulated
industries?
There’s been a significant amount of buzz and excitement around generative AI
and ChatGPT lately, and for good reason. Not only is it a potentially
transformative technology for just about every industry under the sun, it’s one
that is rapidly opening up to a grow There’s been a significant amount of buzz
and excitement around
Read post
technology
Published: June 8, 2023
What is IVR and What's it Good For?
For those who are not familiar, Interactive Voice Response (IVR) is an automated
system that uses technology-enabled triggers to triage customers within a phone
support pipeline. The concept of IVR itself dates back to 1962, and throughout
the last two decades, IVR technology has become a staple in complex professional
industries like healthcare, telecoms, finance, insurance, and education.
Read post
industry
Published: May 31, 2023
What do John, Paul, George, Ringo, and a lively dinner discussion about AI have
in common?
Tucked within a busy month of business travel and board meetings, I had the
opportunity to host an industry dinner in one of my favorite international
cities — London. It was a shorter visit than I typically prefer to make, just
three days, but I still managed to see an old friend for dinner and take in a
few of the city’s historical gems. I visited the uniquely odd Lloyd’s of London
building, with pipes and plumbing exposed all along the outside of its walls to
ensure that no pesky leak or backup ever destroys the precious treasures within.
I even got a backstage glimpse of rock n’ roll history — original accident
insurance policies for all four Beatles and manager Brian Epstein were on
display at the Lloyd's Lab.
Read post
technology
Published: May 2, 2023
Ushur & Virtusa Partnership Brings Innovative CX Automation to Digital
Transformation
Ushur and HCL group have launched a partnership to bring customer-centric
solutions and automation to the insurance industry, and give carriers the
customer experience capabilities their digital-native policyholders are
demanding every day. Insurance companies can leverage the partnership to
optimize for customer satisfaction, operational efficiency, and time to value.
Read post
industry
Published: April 22, 2023
How to Be Proactive When Adverse Weather Impacts Your Customers
It’s important for carriers to be able to reach all of their customers - both
personal and commercial - to alert them when their insured property and
possessions are in the predicted path of a hurricane, tornado, or hailstorm.
Insurance carriers already think about how to get organizationally prepared
Read post
technology
Published: March 13, 2023
Extracting information from unstructured emails - An RFP intake pipeline
Learn how Ushur overcame the challenges and benefits of using AI to extract
information from unstructured emails developing an ontology-guided data
extraction pipeline that accurately extracts and stores information from
hundreds of emails.
Read post
industry
Published: February 15, 2023
Automation can support texting customers
There have been many a lively conversation between Ushur and external companies
who are replacing their aging person-to-person texting solution or contemplating
introducing one for the first time, and we decided to turn it into a piece on
digital transformation and the channels enterprises choose to support and why.
Read post
culture
Published: February 8, 2023
Announcing Ushur's $50M Series C Funding
Today, we are announcing our $50M Series C funding. Having established a great
base of marquee customers in Insurance and Healthcare, built a world-class team,
expanded our products portfolio and established a healthy go-to-market momentum,
I can confidently say that we are well on our way to reach escape velocity
Read post
industry
Published: January 18, 2023
Ushur + Sutherland Partnership Brings Innovative CX Automation to Digital
Transformation
Ushur, the leading no-code digital customer experience automation platform,
and Sutherland, a global innovator in bringing digital transformation to the
front- and back-office, are now working in a strategic partnership.
Sutherland's digital transformation blueprint is built on a three-pronged
approach it sometimes calls the “3 ‘A’s of digital transformation”: Analyze,
Automate, and Augment. Sutherland helps clients analyze historic and real-time
data, automate the processes best fit for reinvention, and augment the
capabilities of both human and digital workers. All of this is done in a
human-centric way.
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technology
Published: December 16, 2022
What is Ushur?
People who first hear about the Ushur platform often ask what all can one do
with the full suite of its capabilities. For better or for worse, people often
have to deal with the answer that one can do pretty much anything. It’s a
platform designed to let non-technical users build customer experiences that can
be run once, twice, or a million times, and that leverage the pre-built
capabilities that make those experiences cutting-edge and representative of a
modern consumers experience.
Read post
technology
Published: November 4, 2022
Real-time Connectivity: The Next Great Frontier
Part of Ushur’s core culture as a company is a collective yearning to solve
problems. We serve a core set of customers that tend to share common needs when
it comes to customer engagement, but the way we’ve built and shaped our platform
is rooted in a much higher level of analysis of the way people and commerce
work.p
Read post
industry
Published: September 19, 2022
Ushur at Insuretech Connect 2022
The biggest conference in Insurance is here, and we couldn’t be more thrilled.
Ushur is hosting many exciting events at InsureTech Connect 2022 in Las Vegas to
help Insurers transform their customer experience with AI and automation.Tired
of sunk costs, long timelines and digitization projects that just don’t deliver?
Ushur is announcing Invisible App 2.0 - an automated, app-like experience to
digitally self-service customers and partners, without the overhead of
developing and maintaining traditional apps and infrastructure. Our VP of
Product, Michael Fisher, is launching Invisible App 2.0 on the Expo Hall demo
stage. Join us live to see its impact through demos and customer stories.
Read post
culture
Published: August 30, 2022
Rethinking the Customer Engagement Lifecycles
The reason the answer is so complex is that most companies simply don’t
understand what the full lifecycle of customer engagement entails. The
collective approach is and has long been, largely transactional. Companies look
at transactional points, design and construct transactional experiences, and
support all of them with transactional tools. To me, the world “interaction”
itself implies a one-and-done attitude. As a result, most companies miss the
mark when it comes to the holistic customer journey. It often happens in
painfully obvious and avoidable ways that create a confrontational relationship
between provider and consumer.
Read post
technology
Published: August 11, 2022
Ushur Integrates with Guidewire!
What claim experience would you design if you could build an end-to-end
policyholder or claimant journey with responsive conversational abilities and
the ability to deploy that workflow across any channel? Thanks to the
just-announced partnership with Guidewire, you can deploy that journey with just
a few clicks.
Read post
technology
Published: August 3, 2022
Digital Transformation, Done Right
Digital transformation is something every modern company talks about, thinks
about, and worries about, all of the time. The reason for that worry, largely,
is that most organizations approach the task backward.
Read post
technology
Published: July 20, 2022
What are Micro-Engagements™ and Why Do They Matter?
If you’ve been reading my co-founder Simha Sadasiva’s blog lately, you’re
probably at least somewhat familiar with the concept of micro-engagements
already. In the backdrop of the fact that Ushur was just officially issued the
patent (US20170193557A1) on micro-engagements, I thought I would talk a little
bit about the underlying technological strategy that makes this approach to
Customer Experience Automation both unique and possible.
Read post
culture
Published: July 13, 2022
Ushur Wins Big with Comparably!
Ushur is pleased to announce that it has won three 2022 awards from Comparably!
The Ushur leadership and Human Resources teams take immense pride in making the
company a great place for our employees, and Comparably has reaffirmed that by
choosing Ushur as the winner of awards for: Best CEOs for Women, Best CEOs for
Diversity, and Best Leadership Teams.
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technology
Published: June 21, 2022
Ushur Launches Next-Gen Automation Experiences
There is a school of thought that incumbent carriers, even those that are
industry leaders, are at a disadvantage to be digital innovation leaders,
because people with more time spent within the industry are less inclined to see
the opportunities for change. Yet what I have learned from my own insurance
journey, is that success and longevity in the industry requires change to be
foundational in the company culture.
Read post
technology
Published: May 23, 2022
What is Intelligent Automation (IA)?
Intelligent Automation is the practice of using predictive machine learning
technologies to automate a variety of business processes. Using intelligent
automation to avoid human intervention, streamline decision-making, and offer
scale in real-time can completely change operational efficiency and customer
satisfaction. These technologies center around Artificial Intelligence (AI) but
also Robotic Process Automation (RPA) and Business Process Management (BPM).
They help business leaders design solutions that altogether result in
Intelligent Automation solutions across numerous industries.
Read post
technology
Published: May 15, 2022
How to Meet the Needs of One Demographic Without Abandoning Another
The world of self-service has truly exploded over the past decade, but I would
argue that to date, there has not been a customer experience that demonstrates
the value of automation more clearly and universally than the one we have at the
ATM.
Read post
industry
Published: May 9, 2022
Customer-Centric Automation During Hurricane Season
Hurricane season is fast approaching and 2022 is predicted to be as busy as
2021, which was the 3rd most active on record. Insurance carriers are already
rallying their operations to get ready for repeat waves of new claim reports
that span catastrophic losses to minor damage.
Read post
industry
Published: April 14, 2022
How AI is Used in the Insurance Industry: Insurance AI Trends to Watch
Imagine automating up to 25% of business processes, and allowing human teams to
shift to deeper problem-solving and customer relations tasks. Then picture
reducing the operational cost to insurers by up to 20% through that automation
and digitization strategy alone. Imagine reducing inbound phone calls by more
than 30%, simply by providing customers with proactive status updates.
Read post
technology
Published: April 12, 2022
What is Call Deflection?
Call deflection is reducing the number of inbound calls that require human
service agents (call centers, helpdesks) by offering alternative digital
self-service channels. The primary goal of call deflection is to reduce the
amount of time customers spend waiting for an answer to their question.
Read post
technology
Published: April 11, 2022
Customer Experience Automation Focuses on the Customer
Why is customer satisfaction the most important metric to keep in mind when
evaluating and designing automation solutions? To explore that question and
more, Ushur invites Maureen Flemming, Program Vice President, Intelligent
Process Automation at IDC to break down the current market for Customer
Experience Automation.
Read post
technology
Published: April 7, 2022
Intelligent Process Automation
Intelligent Process Automation is the next evolution for automation technology,
where robotic process automation (RPA), natural language processing (NLP), and
artificial intelligence (AI) intersect and become something better.
Read post
industry
Published: March 15, 2022
Ushur at HIMSS22 - HIMSS, Orlando, FL
Ushur is attending the most influential week in healthcare and it’s taking place
in Orlando, Florida (also digitally) at HIMSS22. HIMSS is finally back in person
and we’re so excited to meet everyone there! While we are running a booth with
excellent gifts, and also managing a must-attend event at Topgolf for select
attendees, we’re most excited to connect you to our industry experts and show
you our world-premiere Customer Experience Automation (CXA) platform. If you
can’t make the event, we do also have a digital booth with useful content for
you to view and download.
Read post
industry
Published: March 10, 2022
How AI is Used in the Insurance Industry: The Top 5 Benefits
Artificial intelligence (AI) technology has seen tremendous growth across all
sectors. A PWC survey, conducted midway through 2021, found that 86% of more
than 1,000 executives said that AI would be a “mainstream technology” at their
company. More than half cited the Covid pandemic as the reason for the
acceleration.
Read post
culture
Published: February 16, 2022
The Culture Of Ushur: Our Three Values
This past year for Ushur was one marked by growth across every corner of the
organization. Our team tripled in size, and our revenue tripled in kind. We also
tripled the number of verticals we serve, as well as our execution footprint.
Read post
industry
Published: October 27, 2021
Channel Hopping
Channel hopping is a phenomenon common to the insurance world that is defined by
the behavior of customers, claimants, or anyone else contacting a carrier,
starting their interactions within one channel (e.g. SMS, email, phone, or a
portal), and then leaving that channel, to “hop” into another channel
mid-completion.
Read post
industry
Published: October 20, 2021
ITC 2021: New Technology for the Future of Insurance
After having to host last year’s event virtually, ITC Vegas 2021 was filled with
energy, excitement, and plenty of opportunities to share expertise about the
direction that insurance is heading technologically. As a refresher, or for
those who didn’t know,InsureTech Connect is the world’s largest gathering of
insurance leaders and innovators and it occurs annually - this year it was
hosted at Mandalay Bay, Las Vegas.
Read post
industry
Published: October 6, 2021
How Open Enrollment Automation can improve employees' and health payers'
bottomline
In this three-part series of blog posts, we address why open enrollment is so
important to employees, their employers, and health insurance plans.
Unfortunately it is also a process where employees may delay or avoid critical
steps that are intended to maximize their use of their benefits for better
health outcomes and lower out-of-pocket expenses. In this third post, we will
discuss the ways that employees can choose and change their Primary Care
Physician (PCP) and reap the benefits from working within their in-network
choices for both their standard and specialized care. In the first post, we
addressed the basic details of open enrollment and the differing benefits needed
for different age groups, particularly people approaching 26 and 65. And in our
second post, we talked about the information that is gathered during open
enrollment, specifically Health Risk Assessments (HRA) and how it is used to
inform employee care management for this critically important task.
Read post
industry
Published: August 19, 2021
Health Risk Assessment and Care Programs
In this three-part series of blog posts, we address why open enrollment is so
important to employees, their employers, and health plans. And yet it is an
event that many employees overlook, do not understand, and are prone to avoid
for as long as possible. In this second post, we will discuss the information
that is gathered during open enrollment and its importance to guide employee
care management. In the first post, we addressed the basic details of open
enrollment and the differing benefits needed for different age groups,
particularly people approaching age 26 and 65. And in the third post, we will
discuss how employees can choose and change their Primary Care Physician (PCP)
and why this is a key component for them to gain the maximum value when working
within their network choices.
Read post
industry
Published: August 13, 2021
Ushur joins ACORD to offer insurance forms process automation
Ushur, creator of the no-code AI-powered Customer Experience Automation™
platform that seamlessly automates policyholder, claimant, member, agent,
broker, and provider interactions, announces its membership with Association for
Cooperative Operations Research and Development (ACORD), the global
standards-setting body for the insurance industry.
Read post
industry
Published: August 12, 2021
Open Enrollment : Guiding Employee Benefit Choices
Health plans in the post-Affordable Care Act world know that the more people who
sign up for coverage during open enrollment, the wider the risk pool is.
Similarly, having more employees sign up for the group benefits offered by an
employer during open enrollment spreads the cost of the insurance over a larger
more diverse group of people and allows insurance premiums to balance out.
Read post
culture
Published: August 3, 2021
Building a Team-First Company Culture
It’s one of the most often discussed yet least understood components of any
successful organization. Our industry, in particular, is obsessed with the
notion of culture—and not without cause. In the early days of a new company,
when the greatest tool available is attitude, culture can be the difference
between success and failure. It’s what allows small startups to punch way above
their weight and make a name for themselves. It’s what allows them to add talent
and build a team in an ultra-competitive hiring landscape.
Read post
industry
Published: July 28, 2021
No Customer Conversation Left Behind What is the Silent Listener capability?
The promise of the new era of digital communications lies in reducing customers'
queries, increasing their satisfaction, and all before they ask. In fact, when
customers reach out to a company, they expect a customized and responsive
experience that answers their questions with minimal effort. When customers are
unable to get timely and relevant outcomes, their satisfaction drops. Ushur’s
Silent Listener makes sure no customer conversation gets left behind.
Read post
culture
Published: July 20, 2021
Customer Experience: A New Frontier for Intelligent Automation
Automation and AI might be the two hottest technologies in the world right now.
With adoption comes conversation, and lots of it. Our space is noisy, filled to
the brim with intellectuality, excitement, hope, and big ideas. It can be
challenging to stand out amongst the crowd. Predictably, the question founders
and CEOs in our industry hear most often is, “How are you different?”
Read post
culture
Published: July 6, 2021
Boost P&C Customer Satisfaction with Customer Experience Automation
In 2018, the property and casualty industry was paid $1.6 trillion dollars in
premiums. In 2020, during the heart of the pandemic accompanied by multiple
environmental disasters like wildfires and flooding, insurance carriers were
slammed with thousands of claims. And each progressive year promises more P&C
insurance claims as environmental conditions worsen and newer risks grow, like
cybersecurity. And yet, when customers are going through the trauma of these
disasters, working on rebuilding their lives, the one thing that keeps them with
their carrier is their satisfaction with the service.
Read post
industry
Published: July 2, 2021
Automation to build trust and improve WC claim outcomes
Insurance is a service industry, and the customer’s claim experience can drive
their decision to renew or change carriers, including for workers’ compensation.
The customer is entrusting their insurance carrier to both take care of their
injured employee and protect their company from financial harm. The challenge is
that each worker’s compensation claim is both unique and multi-dimensional. A
claims adjuster can sometimes feel like they are expected to be a juggler or
even a magician to always keep all the goals in view.
Read post
technology
Published: June 8, 2021
The ROI of Automation
When people think of automation, and in particular the ROI of automation, they
typically think that the return part of that equation is driven primarily by
savings realized by cutting costs or faster processing times.
Read post
industry
Published: June 7, 2021
P&C Insurance Digital Transformation Trends
The digital transformation of P&C insurance is crucial for its success in a
world where customers are increasingly looking to their mobile, digital devices
for products and services that meet their needs. Between the large numbers of
new technologies that are being created and used daily and the growing number of
new customers who unconsciously use these technologies in their daily lives, P&C
insurance digital capabilities are growing in importance and viability. Anyone
who doubts the competitive pressure just needs to look at the pace of new
insurtechs and other solution providers jumping into the race.
Read post
industry
Published: May 27, 2021
Enhancing the Employee Experience
When embarking on a digital transformation journey, insurance companies need to
think, act, and expect differently than they have before, especially when we
recognize the recent and ever increasing need to shift to digital. The days of
choosing to create value in only one piece of the project management triangle,
either customer experience, operational effectiveness, or employee engagement,
are gone. Now, agility coupled with the right solution enables a carrier to
improve all three critical parts of the whole.
Read post
industry
Published: May 21, 2021
Increasing Operational Effectiveness
When embarking on a digital transformation journey, insurance companies need to
think, act, and expect differently than they have in the past. In this second
edition of our three-part digital transformation blog series, we focus on how
operational effectiveness gains are possible, while also improving customer
experience and elevating employee engagement.
Read post
industry
Published: May 12, 2021
Transforming the Customer Experience
When embarking on a digital transformation journey, insurance companies need to
think, act, and expect differently than they have in the past. Otherwise, they
will find themselves literally in an insanity loop, doing the same thing over
and over and yet expecting a different outcome. Gone are the days where a
project management triangle mindset requires choosing where to create value –
customer experience or operational effectiveness or employee engagement. Agility
coupled with the right solution enables a carrier to improve all three critical
dimensions at the same time. How is that possible? Read on – this is the first
edition of our three-part blog series – focused on customer experience.
Read post
industry
Published: April 28, 2021
5 Ways to Transform the Healthcare Member Experience
Health plan member expectations are changing, and members demand more. They want
better communication from their health insurance payer, timely answers to their
questions, and seamless engagement through digital channels. Members are
consumers whose service expectations have been dramatically shifted by the likes
of Amazon, Netflix and Amazon. Gone are the days of expecting members to
communicate through snail mail or endure long hold times on the phone. Members
expect options and self-service, and health plans can exceed those expectations
with the digital customer engagement solution.
Read post
industry
Published: April 16, 2021
Using WhatsApp As a Channel to Communicate with Your Customers
Have you ever wished that it was easier to interact with an insurance carrier?
We all know that waiting on hold for what can feel like forever and scouring the
Internet for answers to seemingly basic questions are major hurdles that can
cause most customers to approach simple tasks, such as filing an insurance
claim, with caution and dread. With Ushur’s omni-channel Virtual Customer
Assistant (VCA) powered by Conversational AI, insurance carriers can automate
servicing for their end users in their channel of preference. That’s why Ushur
has added WhatsApp, a popular communication tool used by 2 billion people
worldwide, as a communication channel.
Read post
technology
Published: April 9, 2021
Transforming the Claims Process with AI
The insurance policy is a contractual agreement that stipulates, in exchange for
payment, a person or business will receive reimbursement or financial protection
against losses from an insurance company. In other words, if the required
premium is paid, a customer will be paid for covered damage, injury, illness or
loss.
Read post
industry
Published: April 2, 2021
Automating the insurance customer experience: is RPA really the answer?
Robotic Process Automation (RPA), as a category, has been on a tear lately.
Gartner, after its initial reluctance to even recognize RPA as a category, has
now ranked it as the fastest growing segment of the technology sector for the
past couple of years. Astronomical valuations, record-breaking funding rounds
and indeed some slick marketing by leading RPA vendors have done a great job
obscuring some of the cautionary tales, especially for insurance carriers to
hear before they jump headfirst into implementing RPA within their organization.
Carriers who fail to fully understand what RPA is and, more importantly, what
RPA is not, may find themselves creating new problems of greater consequence.
This includes surprises about the gaps in the perceived intelligent automation
capability of RPA that can only be addressed by finding and introducing
additional solutions.
Read post
culture
Published: March 18, 2021
Why You Should Join the Inclusive Workplace at Ushur
No company sets out to have a boring, tedious, or worst, toxic environment. Yet
we see and experience these workplaces all around us. Why? Because building a
great workplace culture is hard! At Ushur, we don't claim to have cracked the
code on how to build the best possible workplace culture, but we do have
something special going on here. From intellectually stimulating research work
at the bleeding edge of conversational AI to go-to-market campaigns that are
focused on blitzscaling...and everything in between, Ushur is taking a decidedly
unique approach to building a successful, high growth business where people are
valued for not just their work, but also who they are.
Read post
industry
Published: March 11, 2021
Insurance has always been transforming
Truth be told, the insurance customer experience has probably been in a state of
transformation for as long as the insurance industry has existed. Transformation
by definition is “a thorough or dramatic change”. And change is driven by – one,
some or all – shifts in consumer preferences, marketplace competition,
demographics, legislation, economic trends, and technology.
Read post
industry
Published: February 23, 2021
Low-Code vs. No-Code – What’s the Difference?
Software plays an important and ever increasing role in our daily lives and we
do not even realize it most of the time. You may be surprised to learn that it
took less code to send a person to the moon than it does to power the
smartphones we use every day. Designing and writing the code that creates
software is more than a discipline - it is a difficult skill that a small
percentage of the population
Read post
culture
Published: February 12, 2021
Ushur extends its Series B and adds Aflac and Iron Pillar as strategic partners
Today is another milestone for all of us at Ushur, for our customers and for our
partners. I’m thrilled to announce that just three months after our
over-subscribed $25M Series B round, led by Third Point Ventures, 8VC and
Pentland Ventures, we have extended our Series B investment by securing another
$5M in funding. More importantly, we now have two more stalwarts of the
investment world as partners in this journey of ours: Aflac Ventures joins us as
a strategic investor and Iron Pillar will help us accelerate our customer and
talent acquisition.
Read post
industry
Published: February 9, 2021
The First Notice of Loss: How First Impressions Set the Tone of Any Customer’s
Claim Experience
Insurance is purchased with the carrier promising to pay should a covered loss
occur. Claims service is core to an insurance company keeping their promise,
being there when their customers need them most. Yet ValuePenguin’s study
reveals that among the top four U.S. insurance carriers, over 50% of all
complaints focused on claims. This confirms that despite the steady advancement
of technology intended to improve the claim process, consistently meeting
customer expectations remains a challenge.
Read post
industry
Published: February 4, 2021
From POC to MVP — What’s Old is New Again
Sometimes what was thought to be old can be new again—or at least extendable and
reusable. MVP can be realized by resurfacing your “legacy” POC experience. An
insurance professional probably does not go through a day without digital
transformation being part of a conversation, or referenced in an email or an
article. While newer members of the industry might believe the importance and
impact of technology on the insurance journey is more recent, it’s actually been
a critical component all along. Even the Agile concept of Minimum Viable
Product—or—MVP isn’t as entirely new as some might think at first glance.
Read post
industry
Published: January 27, 2021
Ushur’s Top Insurance Technology Trends for 2021
Insurtech continues to be an emerging market and one investors are pouring money
into, based on both its impact and potential. Across the first three quarters of
2020 there were 274 insurtech deals globally totalling $5.1B. These companies
are on a mission to inject innovation and advanced technology into an industry
ripe for a change from its traditional ways of doing business. Technology has
been deployed into every stage of the insurance lifecycle. From getting quotes
to filing claims, technology such as artificial intelligence (AI) is changing
the way insurance carriers, brokers, companies, and consumers do business. This
blog will look into some of the ways insurance companies are using technology to
add value for their customers and distribution partners, and explore some of the
ways technology is set to reshape the insurance industry in 2021.
Read post
industry
Published: January 19, 2021
Automation to Accelerate Claims Service and Elevate Customer Experience is the
Future of Insurance
Insurance is one sector of the financial services industry which has faced
challenges as it embraced the digital revolution - first by choice and then by
necessity following the pandemic lockdown. Cloud computing has taken hold, but
some carriers are early in exploring solutions like artificial intelligence and
machine learning.Insurance companies are eager to find technologies that cannot
just improve but differentiate their overall customer experience, ideally while
also reducing operational expense. One specific area insurance companies are
looking at closely is claims service and process automation or as Ushur likes to
call it, the future of insurance.
Read post
industry
Published: January 13, 2021
Carrier transformation from incumbent to digital-first
Today when we speak about digital transformation within insurance, it can sound
like it is something relatively new. In actuality, technology has been playing a
pivotal role in the insurance industry for decades. I can still remember the
shift from processing claims entirely on paper to using mainframe applications.
Seemingly overnight we redesigned our processes, organizations, and evolved how
we interacted with our customers.
Read post
industry
Published: November 23, 2020
Insurance Automation Proof of Concept
Insurance companies are focused more than ever on optimizing the experience they
provide to customers. And if digital interactions were not at the top of the
list of capabilities needed at the beginning of 2020, it became everyone’s #1
priority when the worldwide pandemic shutdown began. As this year draws to a
close, we can all see that customer expectations have permanently shifted, with
an Amazon-like experience quickly becoming table stakes for the insurance
industry.
Read post
culture
Published: November 5, 2020
Announcing Ushur’s $25M Series B funding
I’m thrilled to share that Ushur has secured $25 million in Series B funding!
Today, we welcomed new partners to our team led by Third Point Ventures, with
our friends at 8VC joining as well. This new investment is more than just a vote
of confidence. It’s a testament to the talented team we have assembled, the
excellence of the technology platform we’ve created, and our dedication to our
happy customers.
Read post
industry
Published: October 12, 2020
Your Attendee Guide to the 2020 Virtual InsureTech Connect Event
10 months into the longest year on record, and you’ve probably learned a thing
or two about Zoom calls. Mute yourself so your colleagues can’t hear the tantrum
your sequestered child is throwing. Unmute yourself so your two minutes of pithy
analysis don’t accidentally go straight to your cat.
Read post
technology
Published: October 8, 2020
Six Recommendations for Digital and Operational Security
It’s understandable that the focus is on capabilities when evaluating an
automation vendor - you need to know first and foremost if their product can
truly meet your organization’s needs. The conversation usually pivots to cost -
vendor software licensing, potential professional services needed, in addition
to talent allocation from your own company.
Read post
technology
Published: September 16, 2020
Can Your Vendor Answer These 3 InfoSec Must-Haves?
In the first of this three-part series, we explore what Information Security
(InfoSec) is, what it isn’t, and which questions will help enterprise customers
discern responsible intelligent automation vendors from those susceptible to
data piracy.
Read post
industry
Published: September 11, 2020
Leading Insurers Join Virtual Panel on the Rise of Citizen Developers
Buzzwords and jargon abound when it comes to enterprise technology. Remember
synergy? How about big data? No-code automation and citizen developers may seem
equally amorphous at first blush.
Read post
culture
Published: August 27, 2020
Kate Gingras to join Ushur
With a history of success introducing digitally disruptive technologies into
insurance, healthcare and financial services markets around the globe, Kate
Gingras, JD, joins Ushur, the customer engagement automation platform, as the
Vice President of Strategic Accounts.
Read post
technology
Published: August 26, 2020
Risk-takers Win Big at Ushur’s Inaugural Innovation Awards
On August 26th, Ushur, an AI-powered automation platform, hosted its inaugural
Innovation Awards ceremony, where individuals and companies were honored for
their leadership in driving digital transformation initiatives in the insurance
industry. Three awards went to two individuals and one company, respectively,
who are “building a more compassionate world through their exemplary development
and deployment of innovative AI solutions,” according to Simha Sadasiva, CEO of
Ushur.
Read post
culture
Published: August 18, 2020
Six Superpowers Coming to an Ushur Near You
We were going to wind you up with a loooong intro. But then we figured, it’s
been an interminable summer, it’s abominably hot, and even superheroes like
yourselves could use a little straightforward good news. For the enterprises
that have battled sky-high call volumes, hundreds of thousands of emails,
heat-mad customers, and agents collapsing from fatigue in their
bedroom-turned-everything, we are here with cool reinforcements.
Read post
technology
Published: August 11, 2020
5 Insurance Automation Ideas for Open Enrollment
Picture two rival health insurance providers with similar policies. There’s only
one difference between them. When open enrollment season comes around, the first
trots out the same old enrollment game plan: recruitment teams making cold
calls, educational events, a website for prospects to register interest, and a
limited post-enrollment plan. The other embraces and deploys new AI-powered
software to automate outreach, appointment reminders and onboarding on an
enterprise-scale, with scalable customer retention capabilities baked in.
Read post
technology
Published: August 4, 2020
Why Businesses in the Pandemic Are Turning to Conversational AI
COVID-19 turned everyday life upside down, and everyday work too. Yet work goes
on. Companies need to connect with their customers as much as ever, maybe more.
The question is how. We recently hosted a webinar on just this topic—how
businesses are using conversational AI to engage customers during the COVID
crisis, and just as importantly, why. For those who couldn’t join, here are some
of the highlights.
Read post
technology
Published: July 29, 2020
Deflect Calls, Not Business: Three Ways to Make the Most of Your IVR
If you groaned, you know how frustrating and demoralizing this experience can
be. After getting rerouted multiple times, customers, who’ve come to expect
instant service, are placed in queues that feel like an eternity with delightful
Muzak, growing more irate by the minute. Harried agents are disparaged for
something out of their control. It’s a recipe for losing morale and consumers.
Read post
industry
Published: July 21, 2020
Citizen Developers: How Diverse Users Power Smart Solutions
If you work in finance, insurance, or healthcare, you likely don’t think of
yourself as a technologist. This is despite the fact that half of all major
capital investment since the 1980s has gone to information technology adoption.
According to a 2020 report by the World Economic Forum, 85% of executives at
global financial institutions are already using some form of Artificial
Intelligence (AI) to power their business. 77% of those surveyed expect AI will
become essential to their businesses within 2 years. Healthcare and insurance
see similar trends.
Read post
technology
Published: July 1, 2020
The Different Types of Chatbots, Demystified
If you’ve ever been burned by a chatbot, we’ve got good news: just because
you’ve met one doesn’t mean you’ve met them all. The truth is chatbot solutions
span a wide range of functionalities and use cases. Many businesses tend to
start with a bottom-of-the-barrel model to get a feel for how chatbots might
benefit them. It’s a fair idea in theory. Inevitably though, they end up with
disappointing ROI and write off the whole breed as unhelpful.
Read post
technology
Published: June 1, 2020
Irish Life Email Routing Software Transformation
“Give me a place to stand, and with a lever, I will move the whole world,” the
Greek scientist Archimedes supposedly said. Silicon Valley is full of
Archimedeans. We love to talk about leverage. Leveraging our differentiators.
Leveraging investments in technology and people. But not all levers are equal.
As an executive, you have short levers that move a little. You have long ones
that move a lot. And it’s harder than you might think to tell the difference.
Read post
technology
Published: May 19, 2020
Location Based Services for End to End Customer Engagement
In the shipping and logistics industry, the phrase “last mile” describes the
final leg of the delivery journey: the step right before a package arrives at
your door. The last mile is famously the most expensive and inefficient part of
the delivery process. It’s frustrating for consumers too—if you’ve ever cursed a
package for spending a week “in transit” after leaving the warehouse, or waited
to sign for a delivery that never came—you’ve felt the strain of the last mile.
Read post
culture
Published: May 5, 2020
Doubling Down on Data Protection: Earning Our SOC 2 Type 2 Certification
The SOC 2 Type 2 Certification Proves Ushur’s Airtight Security Practices. Today
we’re adding another medal to the wall: our shiny new SOC 2 Type 2
certification. Ta-dah! SOC 2 reports are how service providers demonstrate that
they securely store customer data, and the Type 2 assessment is one of the most
stringent audits out there. Compliance isn’t the most exciting topic on the
planet—we know. Still, completing this milestone definitely calls for
recognition.
Read post
technology
Published: March 30, 2020
How to Respond to Emails Faster with Email Automation
B2C enterprises everywhere are completely swamped with customer emails. Even the
world’s most efficient support agent can’t wade through the torrent of customer
emails pouring into bulk inboxes quickly enough to respond in a timely manner.
All of these emails have to be reviewed and routed to the correct employee, who
then must read the email again and finally write a reply. It’s no wonder agents
everywhere are desperately wondering how to respond to emails faster.
Read post
technology
Published: March 25, 2020
4 More Bad Habits + 4 Mobile Customer Engagement Tips
Mobile customer engagement rates looking low? You might be a bad texter. We’re
back with another installment in our SMS tips and bad habits series! To recap,
in our last post we covered text messaging best practices around SMS compliance
and writing clear, actionable copy.
Read post
technology
Published: March 10, 2020
3 Signs You’re a Bad Texter + Text Messaging Best Practices
Don’t launch a SMS campaign before brushing up on these text messaging best
practices. Bad texters: we all know them. Maybe we are them. Bad texters write
long, rambling messages. They annoy you with too many emojis or too much
punctuation. Or, they’re completely toneless, leaving you wondering if they’re
mad. They blow up your phone. They take days to respond… or don’t at all.
Read post
technology
Published: February 19, 2020
Intelligent process automation in Salesforce
We are proud to announce that we’ve officially launched the Ushur’s Managed
Package for Salesforce, now available in the Salesforce AppExchange. Now you can
use Artificial Intelligence to automate customer engagements over email, web,
SMS, and more, integrating directly within the Salesforce interface. This allows
customer support and operations teams to deliver powerful self-service tools
across the digital channels your customers are engaging on.
Read post
technology
Published: February 17, 2020
Why Conversational AI is Customer Service’s Greatest Tool Yet
We get a lot of questions about whether conversational AI lives up to its
promise. And we get it: on a personal level, one frustrating experience with an
all-too-helpful chatbot or virtual assistant can be enough to turn you off. So
it’s hard to imagine those conversational platforms in play at an enterprise
level, especially if you’re dealing with sensitive customer information.
Read post
industry
Published: January 22, 2020
Should you meet with Ushur at CCW? (Hint: Yes)
Let’s just get it out there: Customer Contact Week in Nashville is...a lot. A
lot to see. A lot of people to talk to. You can’t meet with everyone. You have
to prioritize. That’s why we’ve created this quick quiz to help you decide
whether Ushur belongs on your shortlist of must-see vendors.
Read post
technology
Published: January 22, 2020
Top 5 intelligent Automation Questions Answered
Intelligent automation is a comprehensive solution for digital transformation
which combines AI, ML, and RPA technologies. The financial and strategic
benefits of this technology are widely known and acclaimed, yet many companies
have intelligent automation questions regarding its implementation and
deployment. Keep reading to learn more about the Top 5 FAQ’s potential customers
have about the Intelligent Automation adoption process and how Ushur can answer
these uncertainties.
Read post
technology
Published: December 19, 2019
A Look at Ushur’s Invisible App: Dynamically Engage with Customers without any
App Development
App usage is skyrocketing with 194 million global app downloads in 2018 alone.
This smartphone era is distancing itself from calls and emails and shifting
toward mobile solutions. Modern problem solving is designing apps and throwing
them at the problem hoping for something to stick. With this surplus of apps
comes a greater challenge to differentiate your business’s app, to capture the
attention of the customer, and to convince them to download and utilize your
app. In 2017, the average smartphone user had 80 apps on their phones and used
around 40 of them a month.
Read post
culture
Published: September 16, 2019
Meet Ushur’s Intern Class of 2019
Ever wonder what working at Ushur is like? Meet Ushur’s Summer 2019 Interns.
This past summer, Ushur’s office nestled in a Santa Clara-based office park was
illuminated by the jovial and energetic spirits of 7 fresh-faced interns. Keep
reading to learn more about their meaningful work here at Ushur and their
impression of the unique Ushur culture.
Read post
technology
Published: August 29, 2019
The Ultimate Guide to Automated Enterprise Email Processing
About 124.5 billion business emails are sent and received each day, and this
number is only growing (DMR). Manual email triaging, the primary mode of email
intake up until recently, is not scalable for such growth. Employees, on
average, receive 121 emails per day (DMR). Spending approximately 3 minutes per
email would result in 6 hours of labor just combing through emails. Moreover,
employees whose jobs are dependent upon checking email (i.e. IT, helpdesk,
customer service, etc.) receive mountains upon mountains of emails exceeding
that of an average employee.
Read post
technology
Published: July 24, 2019
Introduction to Workflow Automation + Conversational AI
Business processes involve routine tasks that are getting increasingly complex
with rapid technological advances. Workflow Automation can provide the relief to
both the employee and the employer—to the employee opening them up for more
creative and value-added work; the employer in cost savings, efficiency, and
avoidance of errors.
Read post
culture
Published: July 13, 2019
Secure Your Data: SOC 2 Compliance
The proliferation of Big Data has put data at the forefront of all business
processes and decisions. Regardless of industry or field, generating, analyzing
and interpreting data is crucial to success. However, the benefits associated
with Big Data come with a fair share of threats as well.
Read post
industry
Published: April 12, 2019
Simha Sadasiva at InsurTech Summit 2019
Our CEO & Co-Founder sat down at the Global InsurTech Summit with Group Head of
Artificial Intelligence of Zurich, Gero Grunkel, Global Head of Artificial
Intelligence at Prudential, Michael Natusch, and CSO, Eric Sibony, of Shift, to
discuss the ways Insurance companies are utilizing AI for increasing
productivity and digitizing their business.
Read post
culture
Published: December 13, 2018
Stay Hungry, Stay Focused & Stay Frugal
As you may have seen recently, Ushur announced its Series A funding round led by
Silicon Valley’s premier firm 8VC. This is a significant milestone for us to
celebrate and the entire team looks forward to expanding Ushur into a global
brand.
Read post
industry
Published: June 11, 2018
How can we use Conversational AI for Service Desk?
Many IT workflows that were previously done primarily through email, would be
much better suited for automated text-message conversations using conversational
AI, saving time and frustration and optimizing productivity. Let’s look at a few
scenarios how this can alter the digital experience for your company:
Read post
technology
Published: April 3, 2018
It’s 2018: Why are your I.T. service desk requests still stuck in email?
I was at the Atlassian Team Tour event recently when a panelist commented how
email has become a digital space where information goes to die. It is hard to
imagine how much has changed since Blackberry made email accessible just 15
years to-date. Email was the tool that allowed us to move business
communications from paper and phone-based communication to the electronic form,
but it feels like it is past time for email to step aside for some things. It is
time for a better way to “interact”, particularly one that lends itself for the
modern workforce, for the mobile workforce and for anyone wanting to get their
request unstuck from the pile sitting in an Inbox. There are better ways to
accomplish fast and smooth IT workflows i.e. simple text messages.
Read post
industry
Published: February 21, 2018
How to Stay Compliant with Claims Processing
When it comes to processing claims, there are a number of potential security and
compliance traps that could mean serious problems for insurance companies.
Whether it’s HIPAA or TCPA, companies need to stay vigilant when it comes to
insurance communications with their customers.
Read post
industry
Published: January 12, 2018
Chatbots as Insurance Agents
Insurance claim processes are notoriously lengthy and cumbersome, for both
insurance companies and their customers. From long and arduous back and forth to
messy, complicated paperwork, claim cycles can be a real pain for all sides
involved.
Read post
technology
Published: December 11, 2017
Does your company need chatbots?
AI and Chatbots are all over the news lately, with companies moving to automate
their low-level, repetitive tasks in droves. With the sector relatively new
however, some might remain confused as to how exactly chatbots work and whether
the return on investment actually lives up to the hype. Does your company need
to consider chatbots?
Read post
culture
Published: October 10, 2017
3 Reasons Your HR Department Needs Chatbot Automation
HR departments are in desperate need of automation. The number one complaint of
HR professionals has consistently been of lost productivity due to answering
repetitive employee questions, lengthy forms, and onboarding new employees.
Departments across all industries would rather put the human back in human
resources by connecting with employees to strategically move the company forward
rather than get sucked into these repetitive tasks that deserve to be automated.
And chatbots are rising to the occasion.
Read post
industry
Published: September 13, 2017
Will AI Change Banking?
According to a report released by Gartner, consumers want to manage 85% of the
total business interactions with banks through Fintech chatbots by 2020. These
numbers show the future of banking depends on automated customer engagement, but
are banks ready for their digital transformation
Read post
industry
Published: August 16, 2017
Has the Insurance Industry Fully Embraced Chatbots?
Gartner estimates that in 3 years 85% of companies will be using automation and
AI as a part of their business strategy, meaning that those who don’t have a
plan in place now, will assuredly be left behind in the wake of our fast-paced
technological landscape. So how does the Insurance industry shape up in light of
this statistic?
Read post
industry
Published: July 11, 2017
2017 Millennial Mobile Consumer Report
Millennials are expected to occupy 50% of the US workforce by the year 2020,
just three years from now. Their purchasing power of $200B will make a
significant part of the US economy. We interviewed this group to learn more on
their social and consumer behavior and produced the 2017 Millennial Mobile
Consumer Report.
Read post
industry
Published: July 2, 2017
Why Retail Apps are a Waste of Money
Mobile devices are the preferred way to access the internet for the majority of
the population, and while mobile apps continue to thrive, companies are
struggling with creating engaging experiences with their customers as their apps
get lost in a sea of social networks, games, entertainment, and news. Even when
users give it a try, seven of every ten use it for less than 24 hours!
Read post
industry
Published: June 7, 2017
Is Promotional Marketing Dead?
Messaging has become the most dominant and ubiquitous channel of engagement.
That is probably why 4 in 5 companies want to text their customers. However,
only 1 in 4 marketers use this medium to reach their customer base. Many
companies are just not keeping up with changing consumer behavior, and in turn
creating a digital divide. If consumer behavior has changed so dramatically, why
are marketers still choosing email over instant messaging for customer outreach?
Read post
technology
Published: May 4, 2017
Powered by Service (Bots)
Companies with the best NPS scores power their business from making their
service delivery front and center. Everything they do as a business focuses and
delivers on the service experience for customers. Think of companies like Apple,
Amazon, Costco which consistently rank in the top 10 for brands with the best
NPS scores. These brands invest in infrastructure and technology to deliver
outstanding customer experiences, and customers in turn reward these brands with
their loyalty and active brand promotion.
Read post
technology
Published: March 7, 2017
Will AI Fix our Frustration with Customer Service?
I started dictating this article to Siri, but I gave up within a few minutes
after I had to repeat my words again and again. Emerging Human Assisted
Artificial Intelligence (AI), Virtual Assistants, and Machine Learning
technology has become a reality everywhere. We use them to check the status of
our orders, reorder a prescription or book our trips. While chat bots enhance
and optimize company function, bots assisted by humans are shown to be more
effective for businesses, at least for the time being.
Read post
technology
Published: February 7, 2017
Why Retail Apps are a Waste of Money
Mobile devices are the preferred way to access the internet for the majority of
the population, and while mobile apps continue to thrive, companies are
struggling with creating engaging experiences with their customers as their apps
get lost in a sea of social networks, games, entertainment, and news. Even when
users give it a try, seven of every ten use it for less than 24 hours!
Read post
industry
Published: January 12, 2017
Is Phone-Based Customer Interaction Costing US Companies $61B per Year?
It would come as a surprise to few these days – no one enjoys calling customer
service. Millennials, a demographic that will reach 50 percent of the workforce
by 2020, would rather “get their teeth cleaned” than call into a customer
service line and two of every three consumers prefer to communicate via some
form of instant messaging. So why do companies continue to employ these old
forms of customer engagement, at an outstanding opportunity cost of $61 billion
per year?
Read post
technology
Published: December 17, 2016
Servicebots for better retail?
ServiceBots could be a solution to some of the current woes of the retail
industry. Using instant-message-based systems, these bots can automate many of
the functions of a retail operations service desk, bringing a conversational
machine interface to what is a costly human-to-human interaction today, thereby
reducing the need for scaling human resources, while bringing faster and
friendlier support to store employees.
Read post
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