AI has the potential to revolutionize how healthcare organizations enhance quality and patient experience. In our previous blog, Navigating AI in Healthcare: Elevating Quality and Patient Experience, we discussed the challenges of measuring quality at scale, the importance of minimizing bias, and how AI can support human efforts in elevating quality and delivering exceptional patient care.
So, how can your organization use AI to enhance quality and patient experience? The solution starts with leveraging data you already have: the voice of your patients.
From contact center management and monitoring agent performance to identifying and addressing process disruptions, we’ll dive into how Authenticx can transform your quality assurance processes.
Gain Clear Insights into Contact Center Operations and Performance
Healthcare organizations often struggle to effectively manage contact centers. Tens of thousands of daily interactions make it difficult to ensure agents consistently uphold brand standards and deliver quality service. In addition, limited human review capacity coupled with the introduction of potential biases further complicates quality assurance processes.
With Authenticx, your organization can automate quality assurance and gain a clear line of sight into contact centers. Speech Analyticx™ analyzes massive amounts of customer interactions, while Smart Predict™ samples and autoscores interactions based on your specific needs. To ensure accuracy and fairness, agents have the ability to dispute scores and add additional context if needed. Detailed performance metrics on sentiment, first call resolution, and average handling time help identify areas for improvement and provide targeted feedback to boost agent performance.
Monitoring key quality metrics with both AI and human evaluation helps to paint the full picture about how agents represent your brand, where they excel at achieving customer resolution, and where there may be areas for improvement. In fact, one organization implemented Authenticx to track quality scores in its contact centers. Within six months, they achieved their goal of a 95% overall quality score.
Improving quality doesn’t begin and end with measuring performance. Once you gain insight into the current state, it’s time to take action by improving training and onboarding processes. Creating an ongoing cycle of observation, analysis, and action can set your team up for long-term success.
Optimize Training and Onboarding with AI
Inconsistent training content, lack of visibility on coaching opportunities, and insufficient role-specific practical examples are just a few of the issues that may be holding your training programs back. With high turnover rates, leading to an estimated $4 million in annual expenses, organizations need an efficient way to optimize their training programs.
Leveraging the performance data we previously discussed, organizations can identify trends and areas of recurring confusion. For example, is a high percentage of low-performance scores linked to a particular topic? What training and resources exist for agents around this specific topic, and how can they be improved to enable agents to meet patient needs?
Using your conversational data, the Authenticx platform can help develop targeted training scenarios and content. In-platform Agent Coaching Notes allows managers to provide specific feedback to agents or teams. Our Montage Builder creates training scenarios by combining snippets of relevant conversations, making training more practical and based on real-world interactions. With our robust agent training and enablement resources, our platform reduces ramp-up time for new agents by 20%.
Beyond performance metrics and training opportunities, Authenticx highlights areas of repeated friction that may indicate a broader issue, such as gaps in processes, insufficient agent resources, incorrect call guides, etc.
Leverage Conversational Data to Identify and Address Disruptions
Your organization already has all the data to answer your business’s most pressing questions, but you don’t have a way to easily access it. Conversational data provides you with a source of insights that are:
- Dynamic
- Real-time
- Unfiltered
- Renewable
And when structured, it is a goldmine of actionable information.
Using a combination of AI and human review, your conversational data can be strategically used to identify areas of friction that need to be addressed. One out of every four healthcare customers experience obstacles we call “The Eddy Effect.” Much like a rock obstructing a river’s flow, these disruptions hinder patients’ access to care, cause delays in therapy, and ultimately decrease their overall brand satisfaction. Monitoring the Eddy Effect allows Authenticx users to identify areas where patients experience difficulties, allowing them to pinpoint and address the root cause of friction. For example, one organization partnered with Authenticx learned that 30% of contact center calls were due to Eddies, which cost them $792K every month.
Beyond The Eddy Effect, the Authenticx platform identifies conversations that need to be escalated via custom workflows. Authenticx AI monitors for:
- HIPAA compliance: Ensures agents verify three elements of PII before disclosing HIPAA-sensitive information.
- Adverse events: Detects adverse events and locates relevant text within transcripts for additional review.
- Product quality complaints: Flags these complaints for escalation and further review.
Our comprehensive platform is built specifically for healthcare, meaning we don’t try to make your needs work within our AI — we build our AI for your needs. Stay tuned for our next blog in this series, where we’ll explore how Authenticx can help your organization continue to elevate the standard of care.
Catch up with this blog series:
- Blog #1: Bridging the Gap Between Expectations and Reality
- Blog #2: Elevating Quality and Patient Experience
- Blog #4: From Insights to ROI
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About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes. In 2023, Authenticx was ranked No. 349 on the Inc. 5000 recognized as one of America and Indiana’s fastest-growing private companies.
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