Conversational Data

Conversational data is the lifeblood of call center data analytics. Unfortunately, conversational data collection is often ignored as a valuable source of information because it can be incredibly difficult to quantify and sort.

Authenticx knows that the things that your customers and patients say can play an essential role in solving your business challenges. That’s why Authenticx takes conversational data analysis so seriously.

Authenticx collects conversational data and sorts its insights by needs, interests, sources, and other indicators. Wouldn’t it be nice if you could find all the calls about a certain topic in the same space? Or even better, if you could just listen to the parts of the call that are relevant to the topic at hand? You can do just that with Authenticx’s Speech Analyticx and Smart Sample features.

Leveraging conversational data and using its insights to make better business decisions for your healthcare practices can have a huge impact. The patient insights gained from analyzing conversational data can be incredible – and vast. By aggregating and analyzing conversational data, you can learn where your patients are getting stuck in what Authenticx calls an “Eddy Effect” in the customer journey.

Eddy effects are experiences that set your patient back to square one in their conversations and progress with your organization, which can lead to frustration and the loss of their business. Using the insights gained from conversational data, healthcare facilities can alleviate these eddies, removing the barriers from their patients and creating a more successful and streamlined patient experience, while improving their own operating efficiency.

There can be a lot of conversational data to sift through, which can use a lot of administrator time. Authenticx uses artificial intelligence and machine learning to collect, analyze, and categorize conversational data into easily digestible, easy-to-find and understand reports. Administrators can also listen to recorded calls and listen to the patients describe their obstacles in their own words, gaining insights to how their call center agents are operating at the same time.

Conversational AI

Conversational AI is a type of artificial intelligence that can aggregate and analyze real human conversations through natural language processing algorithms. The best conversational AI takes human emotion and stories and transforms it into both qualitative data with quantitative insights.

The utilization of conversational AI companies within a healthcare setting means that healthcare organizations have the opportunity to hear their patients’ problems directly. Healthcare organizations can then use the data gained from conversational AI examples to enact positive change.

Conversational AI doesn’t only occur in phone calls, it can also transform conversations from chatbots, text messages, and email. Collecting and sorting data from multiple sources can give healthcare providers a more holistic view of their services and patient experiences. The best conversational AI should also be self-teaching. This means that every time a user interacts with the conversational artificial intelligence software, their actions create a feedback loop that teaches the machine learning models, creating near real-time improvements to the model. This increased automation means even less administrative time used to make manual improvements to the software.

Conversational AI can create a better customer experience and help provide more efficient human support. The insights gained from utilizing conversational AI are meant to be activated by the healthcare providers who use the AI, creating a better experience for the patient overall. Authenticx uses conversational artificial intelligence to help clean up and qualify conversational data, which can be a very messy data source with no straightforward way to manually sort.