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Category Archives: Customer Experience

Avoiding the Top AI Agent Pitfalls: Lessons from Millions of Customer Calls 

When it comes to customer experience, artificial intelligence has officially joined the front lines. AI voice agents are answering phones, booking appointments, and handling inquiries faster than ever — and businesses love efficiency.   But what happens when the experience on the other end of the line doesn’t match your brand promise?  At Marchex, we analyze millions of real customer conversationsContinue reading “Avoiding the Top AI Agent Pitfalls: Lessons from Millions of Customer Calls “

Must-Have Strategies to Improve Patient Communication  

Even in an age of digital apps and patient portals, phone calls remain the backbone of healthcare communication. Whether a patient is calling to book an appointment, ask about a referral, or follow up on test results, phone conversations are where trust is built.    Unfortunately, too many calls still go unanswered. One study found that up to 35% of calls to healthcare practices areContinue reading “Must-Have Strategies to Improve Patient Communication  “