AI & automation
When should you implement AI — and how?
Start with your team's strength and your cost per contact — then ask whether AI can grow revenue, not just cut staff.
INSIGHTS · FROM STEPHEN WARD
From the founder's desk.
Notes from Stephen Ward on AI, compliance and the economics of reaching people.
All articles, newest first
AI & automation
Automation vs. AI: where we actually use each
They aren't interchangeable. Start with needs analysis and journey mapping, then put AI only where it earns its place.
AI & automation
Crawl, walk, run: adopting AI without a big-bang
Pick use cases you can roll out in phases, each with its own payback, on a platform that spans your channels.
Compliance
Who needs to follow the rules — what about AI?
Calling windows, opt-outs, $500-per-call fines, and a pharmacy voicemail that turns into a HIPAA problem.
Texting
Capitalize on texting: payments where your customers already are
People who won't pick up the phone will pay by text. ITR puts payments and answers right in the thread.
Collections
Collections in uncertain times: what a modern AR dialer needs
Balances are being paid more slowly. Here's the toolkit an AR team needs: live supervision, list filters and a real-time dashboard.
Sales
Before you buy a CRM, ask what you need it for
A one-time sale and a years-long relationship need very different tools. Know which one you have before you buy.
Healthcare · Collections
$5 to make a call, $20 to collect. How do you make that profitable?
How automated texts, dialing and IVR collect small patient balances for less than 50¢ each.
Talk to our team.
Questions about anything you've read here? You'll reach the people who build and run the platform.