Authenticx + Listening at Scale

What is listening at scale?

By leveraging automation and machine learning technologies, large quantities of unstructured data can be processed and analyzed quickly. This enhanced scale provides support to allow for quicker change (because there is quantitative and qualitative data insights) and better resource allocation to best serve customer needs.

Listening at scale amplifies the voice of the customer so businesses can understand what is working well, pain points, and opportunities for improvement.

What is the impact of listening at scale?

Every day, millions of conversations occur in contact centers – but there’s no way to impactfully listen to all of them without the help of technology to synthesize the data into actionable insights. Oftentimes data sources are siloed, offering only a partial view on what’s actually happening.

Listening at scale matters because it provides an inclusive and representative overview of all customer conversations. This allows decision-makers to devise responses and a course of action at a strategic and tactical level that is informed by an honest, comprehensive view on what’s occurring across the enterprise. By understanding the full scope of the challenge or opportunity, decisions can be made with a high degree of confidence.

How is this used across healthcare? 

The healthcare journey today is complicated with many different communication touchpoints between customers, healthcare providers, insurance payers, pharmacies, and manufacturers. Being able to build a macro understanding can drive action at a micro, individual level. Listening at scale leverages innovative tools paired with human understanding to identify where disruption is occurring.

Use cases include:  

• Agent performance
• Call center performance and quality monitoring
• Patient and customer experience strategy
• Marketing messaging and insights
• Common questions, complaints and concerns shared by customers
• Identify disruption with the Eddy Effect
• Identification of positive emotions (such as gratitude)
• Identification of negative emotions and brand detractors
• Effective listening with conversational intelligence

How is Authenticx unique in leveraging listening at scale?  

Our machine learning models empower organizations to listen to a high volume of conversations.

No one else in the industry is creating a path for leaders to sort through the noise symphony of what’s out there to directly point to what’s important, what to pay attention to, and understand the problems of the customers and people they serve.

At Authenticx, we think of listening at scale like a funnel that empowers companies to scale listening responsibly.​

At the top of the funnel there’s an ability to ingest and analyze the totality of customer interactions regardless of telephony, vendor, chat, call, email, text, audio, etc.

The following machine-listening tools are utilized:

• Speech analytics
• Transcription
• Search and find features
• Trained machine learning models
• Unsupervised identification models

This enables leaders to zoom out and see a full picture with usability and actionability, so that in the middle and bottom of the funnel there can be intentionally of where to direct human-listening.

The following human- listening channels are utilized:

• Individual evaluations
• Insight analysts
• Data-backed storytelling

This ability to listen to individual conversations (with humans) fuels artificial intelligence tools to be built with high confidence to a zoomed out, macro, inclusive, immersive view to inform hearts and minds to empower change in healthcare.