The OPEN MINDS Executive Blueprint for Crisis ManagementBuilding Organizational Sustainability & Success in a Disrupted Health & Human Service Market
A 32-week program designed to help executive teams navigate the business, organizational, operational, and culture changes of a market in turbulence. The program, based on the seven-component OPEN MINDS executive blueprint, combines a series of 35 live educational web briefings with online technical assistance and a suite of on-demand resources.
Humana Pharmacy Call Center Deploys Cogito AI-Powered Software To Improve Communication
On September 4, 2019, Humana announced that its pharmacy call center has been testing use of an artificial intelligence (AI) software developed by Cogito to help agents communicate better with callers. The software analyzes over 200 behavioral signals through voice patterns including, pitch, tone, pace, and vocal effort, and provides real-time guidance. Cogito’s AI notifies the agent when, for example, they are being slow to respond, speaking too quickly or interrupting the customer.
Humana first mentioned the AI approach in a February 2019 press release announcing that, for the second year, it was named the top U.S . . .