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Nov 20, 2019

When it comes to next-gen innovation, discussions typically tend to be academic and conceptual. Sometimes, it’s insightful to hear from the client managers who run the implementations and are responsible for ensuring the cool new technology works. This kind of real-world, feet-on-the-street perspective, based on actual experiences, is often eye opening.

In this episode of Digital Conversations, Greg Kefer was joined by Kelly How, who shared a dose of interesting chatbot reality with us. Kelly is a client services manager who leads conversational technology projects at several large hospitals and pharmaceutical companies.  As part of the discussion, we touched on a few topics:

  • Conversational chatbots vs. traditional technology project dynamics
  • A new class of A/B testing for optimizing patient engagement
  • Conversation-level behavioral insights and their impact on ROI and NPS