In the ever-evolving ecosystem of artificial intelligence (AI), there is a new group of trailblazers emerging: AI Shapers.
These are not just users of technology—they are mindful leaders and architects, tailoring AI models to meet the distinct needs of their industries and audiences. In the complex and regulated world of healthcare, AI Shapers are redefining what it means to truly harness the power of AI to work for you.
Shaping AI offers a cost-effective middle ground between plug-and-play tools and expensive, build-from-scratch model development.
Instead of drowning in data or relying on outdated systems that only show a fraction of the picture, Shapers bring clarity and focus to their organization. They move from wondering “why are customers leaving?” to confidently stating “we’ve identified the friction and removed it.”
AI Shapers prioritize:
- Strategic innovation
- Personalization and customization
- Ethical and responsible AI use
- Governance and regulatory efforts
Companies like Authenticx help healthcare organizations shape AI with models trained with healthcare data—enabling real-time insights, automated coaching, and friction detection in patient journeys.
TL;DR: All About AI Shapers
- AI Shapers are leaders and hub and call center users (agents and managers) that customize pre-trained AI models using their own data to meet specific industry or organizational needs.
- Benefits include personalization at scale, data-backed decision-making, time and cost savings, and the ability to uncover deep insights specific to your operations and customer base.
- Shapers turn AI from a black box into a strategic asset by customizing the tool as a solution for their needs.
AI Shapers: Leaders, organizations, and teams that use existing tools to leverage their data, relying on vendor services to create customizations and dashboards alongside them.
Who Are AI Shapers?
An “AI Shaper” is an organization or leader who customizes an existing AI—often a large language model (LLM) or machine learning system—with their own proprietary data. Instead of using AI out-of-the-box, they refine and mold these technologies to be more accurate, relevant, and aligned with their specific workflows, regulatory requirements, and end-user expectations.
This is an innovative, middle-ground approach—not building an AI from scratch (which is costly and labor-intensive), but also not settling for more standardized solutions that can’t always grasp the unique nuances of industries like healthcare.
Shapers push AI beyond its limits, asking: How can this system be smarter for us?
And they work until they get the answer for their organization and customers.
What are AI Shapers Focused On?
Shapers are often found in organizations that have already progressed in their AI maturity, or rather, they are not new to AI and are ready to go deeper with their AI integration. They are typically characterized by:
- Personalization: They integrate AI into business systems to solve specific challenges with greater nuance—something Authenticx does by training its models on healthcare-specific data.
- Responsibility: Shapers care about the ethical implications of AI—how biases are introduced, how decisions are made and deployed, and how transparency is ensured.
- Curiosity: Whether through internal teams or partnerships, they engage or have a deep understanding of machine learning, algorithm design, or data science to ensure their technical solutions remain performant and trustworthy.
- Commitment: Shapers understand that AI is not just a tool, but a catalyst for strategic transformation. They view it as an engine to drive operational efficiency, surface hidden trends, and move upstream in solving problems before they worsen.
Three Benefits of Shaping AI
1. Personalization at Scale
Shapers use their own data to fine-tune AI. This is especially critical in healthcare, where language, workflows, and needs vary dramatically between providers, payers, and pharmaceutical companies.
With tools like customer friction models, like the Eddy Effect™ model, organizations can detect disruptions in a patient’s journey—from insurance hurdles to medication delivery failures—based entirely on their healthcare-specific data. When you understand “the why” behind a decrease in adherence or a negative shift in Star Ratings, you can act quickly with insights backed by data at scale
2. Data-Backed Decisions
One of the most powerful results of shaping AI is enhanced decision-making. Predictive analytics and context-aware summarization models, such as Spotlight or Topics, offer teams an understanding of what’s happening across thousands of interactions in a glance.
Instead of relying on outdated, reactive feedback loops like post-call surveys or delayed customer satisfaction reports, AI Shapers get real-time, proactive insights. These insights help fuel strategic investment and better ROI by pinpointing what is going wrong and why it is happening.
3. Time and Cost Savings
Shaping AI reduces reliance on external consultants, manual evaluation, or off-the-shelf systems that only partially meet an organization’s needs. Authenticx automates evaluations, call summarizations, and coaching tasks, allowing managers to focus on performance improvement rather than the burden of administrative tasks.
Shapers also avoid the high costs of building an AI system from the ground up. With a refined approach that uses specialized models as a foundation of their organization-specific rubrics and algorithms, they maintain flexibility and customization while keeping costs manageable.
Shaping AI to Become Confident Decision-Makers
Shapers are inherently more conscious of AI ethics being deeper in their AI maturity journey. They know the critical questions to ask about—such as data provenance, bias, and decision transparency. In healthcare, these concerns aren’t theoretical, they directly impact patient outcomes.
Human-in-the-loop methodology (like Authenticx) ensures that every insight delivered through AI is validated by context-aware, healthcare-trained teams. This collaboration between AI and humans creates a feedback loop that not only improves AI performance over time but also keeps it grounded in real-world needs that speak to both an organization’s goals and prepares them for future regulations.
Much like how Authenticx transforms healthcare leaders from detectives into decision-makers, shapers of AI do the same on an organizational scale. They don’t guess and react, they know and anticipate.
If your organization is sitting on mountains of unstructured data—calls, chats, texts, emails—you’re already holding the raw materials. What AI Shapers do next is activate it. With a Shaper mindset, you can:
- Eliminate friction before it damages relationships or revenue.
- Spot trends before they snowball into risks.
- Create cohesion across systems and stakeholders.
- Invest in smarter tools by prioritizing root issues, internal processes, and key people.
AI Shapers Are the Future
The future of AI isn’t about replacing people or relying on plug-and-play solutions. It’s about personalization and understanding. AI Shapers are building systems that are responsive, responsible, and results focused. They’re integrating AI into their operations as a strategic tool for improvement, growth, and action.
At Authenticx, AI Shapers isn’t a buzzword—it’s the foundation of how we help clients.
Every model built is purposefully tuned using healthcare conversation data. Organizations don’t have to start from scratch—instead, tapping into AI that’s been trained to speak their language, understand their workflows, and prioritize their goals with careful and strategic teamwork to fit the needs of the teams involved, whether patient support services, brand, or IT.
With Authenticx, you can deploy AI confidently on Day 1 and refine it as you grow. We know AI Shapers balance customization, ethical control, and speed to value. And in healthcare, where variables directly impact your patients’ care, shaping AI is essential to move from reactive to proactive—from insights to impact.
Request a demo or begin your self-guided tour of our Quality Product Solution now to take the next step in your AI journey.
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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