The Power of Conversations: Reshaping Insights with Healthcare AI Solutions

Picture this: An intelligence solution that makes the claim that it can solve all your quality and experience problems. Yet, when you dive into the platform, it is nothing more than charts and dashboards – no actionable insights or next steps to improvements are in sight. So, the question beckons: With AI as a black box to many industries, healthcare being no different, how do you find the one that gets the job you need to be done without creating more problems than it is solving? 

Being prepared to question how powerful, aligned, and intentional an intelligence solution is starts with understanding the processes behind how AI is built and trained so you know what you’re really looking for. 

Best Practices to Keep in Mind for Healthcare AI Solutions 

1. Do More with Less for ROI: Healthcare involves highly sensitive and personal information. By consistently prioritizing compliance, security, and privacy, organizations can significantly enhance patient trust and confidence in their services. 

2. Healthcare Specificity: Healthcare is constantly evolving, and AI must adapt accordingly. An accountability system is essential to ensure everyone understands their roles, including regular reviews to identify and address bias and risk. 

3. Intentionality Matters, so Ask Questions: In a world where technology evolves at lightning speed, it’s vital for leaders to critically evaluate their decisions and engage in deeper discussions with one another. This alignment with data insights is essential for progress and success. 

4. Data-Backed Insights: Conversation data reveals valuable insights by harnessing the power of conversations. Organizations can enhance their AI training with robust, high-quality, and diverse conversation data tailored to their specific healthcare industry applications. 

5. Tell Stories in Real-Time: Healthcare is both intricate and personal. By harnessing the collective voices of patients, organizations can craft an impactful action plan — addressing issues promptly while also recognizing and celebrating successes. 

AI in healthcare is reshaping as organizations prioritize compliance, security, and privacy, which enhances patient trust and confidence. By leveraging diverse conversation data and fostering deeper discussions about the AI being leveraged to make decisions, healthcare has the opportunity to access and enhance how AI is trained for your industry and align strategies with data insights to drive progress and improvements. Embracing the patient voice allows for the creation of real-time, actionable insights that effectively address challenges while celebrating the good you are doing day in and day out. 

You Deserve the Right Solution, Not Any Solution

Speed to ROI 

It’s challenging to highlight the most pressing issues in a dashboard filled with data points. By proactively addressing emerging trends and topics within customer conversations, you can better act on the surfaced insights in near real-time. Consider features that will quickly provide actionable value. 

• Actionable reporting: Make sure dashboards and reports are broken down in a digestible and easy-to-understand format. This includes the sharing of actionable steps to take from the data results. 
• Trending data views: Look for tools that allow you to easily see what is changing, trending, and emerging as an issue so you can switch from a reactive mindset to a proactive one. 
• An in-platform, AI-powered assistant: Get insights immediately and dive deeper into the conversations that are driving trends and key themes. For example, can the user ask the AI assistant to find the top three drivers of customer friction, and it perform that task? 

Healthcare Specificity 

1. Learn how they focus on healthcare. Break it down into these categories, so you can be better prepared to ask the questions that are relevant to you and your organization. Ask some of these questions: 
   • Purpose-built: Are their models purpose-built for your industry? A purpose-built solution for your industry matters because it can solve a very direct issue you have – such as AE detection for Pharma or Life Sciences or HIPAA confirmation for Payers – and be familiar with the terminology and processes occurring in the conversations happening in your organization. 
   • Reliability: Can they solve the challenges you’re facing with high reliability? All AI solutions, namely those built for healthcare, must be reliable for them to be deployed for the highest impact without increased risk. If you cannot trust the models’ results, you will likely have to pour more into headcount monitoring it more closely than your routine calibration, making the investment doubled or more, rather than leveraging models for efficiency. 
   • Customizability: Is the product retrofitted or customized for your organization? Relating to both a purpose-built focus and reliability, if the model lacks understanding of the full context of an industry-specific problem (such as AE detection) and is only built to recognize the tags you and your team create, the resulting output will neither be as trustworthy nor proactive as you need. 
2. Find out how their solution is being improved. What features are already in the product and what is expected to be added so you can better compare your options? Ask how their AI is designed for the specific problems in your business — from agent coaching and quality assurance to compliance reporting and new brand launches.  
3. Determine who the experts are. Find out if those building, training, and maintaining models also understand nuances and complexities that could be found in conversations specific to your industry. Do they have the knowledge to provide guidance and collaboration on data insights? More directly, with the pace of AI development, it is important to select a partner who will leverage the tool in place while identifying more opportunities for your organization and delivering cutting-edge technology of which you’re able to take advantage – eliminating the fear of the AI black box. 

Intentionality Matters 

When there is a proactive intention behind AI, the more likely it is that performance and results mirror that intentionality. This approach promotes results that are not only high-quality but bring reliability and consistency.  

Simply put: AI only knows what we tell it. The entire world of AI is the information it is fed when we build and train it. So, how that process takes place matters. The more prescriptive and focused the data set used in training, the more expertise and reliability you can expect out of a model. 

In healthcare, namely because of the sheer number of data points and unique challenges faced, intention matters more. Here are a few questions to start asking: 

• Who is developing and training the models? 
• How often are updates made to the models, so results are quick and accurate? 
• Can the product be used out of the box once data is received? 
• How does the AI learn and train itself to improve results? 
• Do they strategically involve a human-in-the-loop to monitor their AI, or have a human team review, correct, and approve outputs? 

“Customer conversations can help healthcare organizations learn more about their experiences, operational challenges, and more. We don’t have to choose between customer centricity or business metrics and KPIs because we can have both. And our AI strategy has always been to make these insights more accessible.”

Eric Prugh, Chief Product Officer | Authenticx

Do More with Less 

The core benefit of AI is efficiency – the ability to take highly manual or time-consuming tasks and automate them. Look for a solution that offers the greatest potential impact for your specific business by targeting tasks that are part of your team’s day-to-day activities. 

Automated AE (Adverse Event) Reporting: Enhancing the timeliness and efficiency of the reporting process by quickly gathering and analyzing data, automated AE detection and escalation allows for real-time identification of safety and adverse events. By analyzing large volumes of data, your organization can begin to identify trends and take proactive measures to mitigate risk 

Generative AI (GenAI) Coaching Notes: Promoting consistency in patient care by documenting interactions uniformly, GenAI coaching is critical to consistent and high standards of care. AI-driven notes can offer more coaching strategies for your contact center team to help meet business and patient outcomes.  

These components create a broad framework for enhancing accuracy by not only testing the fundamental capabilities of a healthcare AI solution but also pushing the boundaries of what it can understand and how effectively it can adapt to complex scenarios — complexities that happen in every healthcare conversation. 

Tell Stories in Real-Time 

• Slice and Dice Data: By breaking down data for your immediate needs, you can find relevant segments from large datasets, enabling your team to use AI to identify trends, patient needs, and outcomes quickly in a single platform. 
• Pin Reports to Your Dashboards: Dashboards serve as a visual representation of data that can summarize key metrics and trends at a glance — but they can be so much more powerful than that. Pinning reports to dashboards allows stakeholders, team leads, and other users to monitor critical performance indicators continually. 
• Present or Print Dashboards: The ability to present or print dashboards makes it easier to communicate findings to a broader audience, such as department teams, board members, or external stakeholders. Visual storytelling through dashboards simplifies complex information into understandable formats, allowing for engaging discussions and collaborative decision-making. Empowering organizations (like yours) to make data-driven decisions with healthcare AI solutions that lead to better patient care that enhances data storytelling helps your team facilitate real-time analysis, promote transparency and accessibility of information, and support effective communication among various stakeholders, from agents and patients to board members. 

Hire a Guide 

• Chat with your data: Engaging with data allows your team to quickly access and interpret complex datasets. By identifying emerging trends, such as shifts in patient demographics, prevalent health issues, or documentation lulls, you can better personalize your services and communications more effectively. A proactive approach means anticipating future health challenges and aligning resources accordingly. 
• Analyze call transcripts with key insights: Communication, whether between patients and providers or among healthcare teams, produces a vast amount of data. Analyzing call transcripts, chat interactions, or emails using AI can unveil critical insights about patient needs, treatment effectiveness, and areas for improvement.  
• Search clips for relevant examples of trends: The ability to search through audio clips for relevant examples of patient trends enables your organization to draw on real-world experiences and best practices to tell their stories. This can be beneficial for training contact center teams, developing new protocols, or implementing evidence-based practices, such as call role play activities. While these aim to harness the power of conversations, moving from data collection to insightful action means listening for the good and bad. By understanding and leveraging your data with healthcare AI solutions, you can deliver more personalized, efficient, and effective care. 

Healthcare AI solutions are reshaping how data insights are analyzed and told. By harnessing intelligent tools, vast amounts of information from patient conversations can be surfaced. Uncovering patterns in patient experiences and revealing emerging friction (like treatment responses or documentation issues) deepen the understanding of the patient journey.  

Knowing which questions to ask, understanding how an AI solution can work, and unraveling insights into action with automation are just the start of the transformation AI is creating in healthcare. AI is transforming the quantitative data seen on dashboards and survey results into relatable stories that connect outcomes to the heart of care. 

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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