Articles by Patrick Kehoe Messagepoint

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Why Servicing Communications Modernization is Essential to Improving Borrower Experience

Increasing Borrower Satisfaction Starts with Modernizing Servicing Communications The results of J.D. Power’s 2025 U.S. Mortgage Servicer Satisfaction…

Rethinking the Member Experience: Why Modernizing Health Plan Communications Is Long Overdue

Member satisfaction with health plans is falling across both Commercial and Medicare Advantage segments, and the gap between…

AI chatbot. Artificial Intelligence concept

Using AI to Scale Translation of Member Communications

In parts 1 and 2 of this series, we explored how credit unions can leverage AI to optimize…

Why AI is the key to breaking down CCM Modernization barriers

For many large, regulated organizations, customer communications management (CCM) systems have quietly become one of the most expensive…

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Modernizing Medicare Advantage Translations: How AI Streamlines Compliance for Health Payers

For healthcare payers offering Medicare Advantage and Dual Special Needs Plans (D-SNPs), the translation of member-facing materials is…

Digital chatbot, A.I., robot application, conversation assistant, AI Artificial Intelligence concept. Woman using mobile smart phone chatting with digital chatbot customer service

Using Generative AI to Strengthen Access to Public Services Through Clearer Client Communications

Ensuring communications sent to state and local government agency clients are clear and understandable is crucial to ensure…

US Department of Justice building and the American flag under the sun, Washington DC, United States

How to Meet the DOJ’s AI Translation Mandate with Speed, Accuracy, and Control

On July 14, the Department of Justice (DOJ) issued a memo calling on federal agencies to adopt artificial…

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Using AI to automate plain language optimization of member communications

In a recent article, I discussed the value of conveying the right sentiment in member communications and how…

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Centralizing Control of Customer Communications Drives Consistent Experiences Across Channels

Trust is the foundation of every strong customer relationship, but it’s fragile. It can take years of consistent…

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