Founded in 2018 by a seasoned healthcare executive, Authenticx aimed to empower healthcare organizations to maximize the value of buyer interaction insights. With two decades of expertise spanning the healthcare and insurance sectors, she discerned a critical gap in leveraging customer interactions to fuel business growth and optimize profitability.
To bridge this gap, the solution leverages artificial intelligence and natural language processing technologies to analyze vast amounts of historical interaction data, including conversations from phone calls, email exchanges, and online chats, providing healthcare providers with valuable insights that inform strategic decision-making.
With a distinguished academic foundation in social work and two decades of experience in managing mid-level operations, my passion for advocating on behalf of individuals in the healthcare sector has become an unwavering driving force.
Over the course of my career in insurance and healthcare, I’ve witnessed numerous organizations floundering to genuinely understand their customers’ needs through a reliance on generic surveys and automated calls, ultimately resulting in lackluster response rates and unreliable metrics?
It was at this precise location that Authenticx finally arrived. Through the application of artificial intelligence to analyze recorded buyer interactions, it becomes apparent that the healthcare sector can rapidly derive valuable insights directly from customer feedback, enabling the industry to establish meaningful connections with its target audience, inform strategic decisions, guide investments, and drive tangible action.
Growing up, I had a unique appreciation for the medical field thanks to my father’s distinguished career as a physician. A healthcare provider who consistently prioritized patient-centered care, bucking the common narrative of medical professionals and their patients. As sufferers recount their struggles, their words can serve as a guiding light, illuminating pathways to innovative solutions. As I grappled with the implications, a newfound sense of purpose emerged, guiding me to dedicate myself to refining the system through attentive listening – a crucial catalyst for meaningful change.
As I delved into the complex world of healthcare, I observed that despite efforts from authorities, numerous interconnected entities within the system struggled to function effectively. While this experience had broadened my perspective on driving impact, I still felt that we were only scratching the surface in analyzing the rich insights gathered from our extensive prospect interactions. I aimed to facilitate a deeper understanding of neglected conversational insights and support businesses elevate their customer experience while achieving their objectives more efficiently and effectively.
Throughout my experience in establishing an artificial intelligence company, I’ve encountered numerous obstacles that have tested my resolve and perseverance. As a founder lacking technical expertise in SaaS development, navigating criticisms was exhaustingly challenging. Despite initial reservations, I’ve come to appreciate the value of surrounding myself with individuals whose skill sets and expertise complement my own weaknesses, thereby enabling us to build a robust and cohesive organization through collaborative efforts.
Since departing from the corporate sphere to establish Authenticx, I’ve concentrated on refining the most effective approaches to knowledge aggregation and assessment. While discovering a new companion, Michael Armstrong, with a strong technological background – potentially ideal for the role of Chief Expertise Officer – enabled us to shape the vision of Authenticx at its current stage.
Authenticx’s fashion designs are specifically crafted for the healthcare industry. We collaborate closely with experts from healthcare, social work, and technology to shape every aspect of our methodology, leveraging a unique approach that integrates human oversight with AI capabilities. We develop our fashion offerings leveraging healthcare expertise, with outputs and insights carefully reviewed by team members aware of potential biases, contextual gaps, and communication missteps that can generate friction between the market and customer.
We categorize data according to sentiments, frictions, compliances, hostile incidents, and various key performance indicators and pain points. These labels serve as the foundation for our AI machine learning and deep learning models, fueling their growth and evolution. Through rigorous testing, refinement, and retraining, we continuously hone and iterate on our models to ensure the development of reliable AI that adheres to stringent safety and governance standards.
Our proprietary Machine Learning model, The Eddy ImpactTM, revolutionizes customer experience analysis by pinpointing and quantifying friction points throughout the buyer’s journey. The Eddy Impact’s patented technology offers unparalleled insight into the root causes of recurring errors or irregularities, likened to a rocky outcropping that disrupts the fluid flow of a river, thereby creating swirling patterns that demand attention and correction. It assists in identifying potential barriers, or the big obstacle, that could hinder the development of constructive knowledge.
The outputs of the Eddy Impact AI model are visualized within intuitive dashboards that highlight multiple metrics indicative of conversational friction. On the dashboards, key performance indicators such as name size, sentiment, accuracy, and estimated waste prices are closely monitored to track buyer friction. A customer struggled to grasp the value and pain points associated with our third-party contact centre’s performance. Using Authenticx’s approach, they identified and addressed key friction points, themes, and issues, subsequently reducing the incidence of recognizable friction by 10%.
We prioritise conversational knowledge evaluations that provide valuable insights into buyer interactions, revealing crucial aspects and alternative perspectives often overlooked by other information sources. Authenticx leverages cutting-edge GenAI technology to distill complex knowledge into easily digestible insights, providing actionable guidance specifically in the healthcare industry. Our reporting tools provide real-time insights into operational performance and emerging trends. Our intuitive workflows empower customers to respond promptly.
We continually assess the effectiveness of our styles and their outcomes. Our Buyer Advisory Board provides valuable input, while our in-house team of information scientists and analysts ensures the credibility of the insights we deliver, thereby mitigating risks, biases, and inaccuracies to significantly boost AI precision through human-in-the-loop verification.
As you’re able to tune into a patient’s name and delve beneath the surface noise to grasp the context of their pain, the more likely you’ll be to uncover key indicators that may be the underlying cause of a compromised treatment plan. When the foundation’s trigger is identified, organizations can develop targeted strategies utilizing data-driven approaches to allocate resources, thereby eliminating uncertainty and making environmentally conscious decisions with confidence.
Artificial intelligence enables the processing of vast amounts of data to identify, measure, and predict operational inefficiencies and flawed processes on a massive scale.
A significant percentage of calls from buyers were being spent on resolving confusion surrounding their prescription inquiry process, accounting for approximately 20%, and we worked with Authenticx to identify the root causes of this issue, thereby enabling corrective action. By gaining insight into the underlying reasons for refill resistance, the company revamped its phone menu system and updated customer service scripts, resulting in a reduction of approximately 550 name-related inquiries over a two-month period, thereby conserving resources and minimizing wait times.
A professional healthcare services organization partnered with Authenticx to identify the primary pain points within their core scheduling process. When patients seek medical guidance over the phone, they often become frustrated because there is limited transparency into specialist referral processes after the initial consultation, leading to difficulties in scheduling appointments promptly.
Authenticx’s AI technology conducted an in-depth analysis of call volumes to define exact parameters and provide actionable insights for training brokers, revealing strategies to improve the effectiveness of their quality assurance programs. Within a remarkably brief span of just two months, the team’s collective expertise in agent quality significantly surged by an impressive 12%, with the added benefit of leveraging Authenticx’s predictive analytics to forecast potential roadblocks ahead, thereby allowing for proactive mitigation efforts.
We employ a human-in-the-loop approach to ensure the moral and reliable deployment and implementation of artificial intelligence. Our platform utilizes a hybrid approach, combining AI-driven insights with human expertise to provide actionable recommendations on buyer profiling, operational optimization, regulatory compliance, and more.
While our internal team operates across various aspects of the platform, our generative artificial intelligence models are trained on healthcare-specific data to yield insights such as context-sensitive abstracts, topic consolidation, and automated teaching notes, and we’ve integrated a self-sufficient AI assistant providing actionable insights in real-time.
The next five years in healthcare AI are likely to be a truly transformative period. The impact of AI on the planet has significant implications, rendering it essential to establish robust knowledge, insights, safety, and governance mechanisms. This foundation will enable predictive technologies, improve user experience, and facilitate the development of more effective monitoring systems, ultimately enhancing the overall healthcare system.
Embracing innovative approaches to healthcare and patient care through relentless perseverance in listening, enhancing, revising, and creating new styles can have a profoundly positive impact on the industry’s development. We’re thrilled to see the emergence of industry-agnostic innovation in AI instrumentation and design, which holds immense promise for shaping the future.
