Conversational AI Platform
Conversational AI platform providers give users the information they need to take personable and actionable steps to improve their business processes. Authenticx was created by former healthcare professionals for healthcare providers and professionals to provide the best level of service for their patients.
A conversational AI platform helps healthcare providers identify the issues that are making their patients feel stuck, and leads providers to the solutions they need to overcome that adversity. Conversational data can be used at multiple levels within the healthcare industry, including marketing, compliance, operations, and customer experience.
Authentic, one of the top conversational AI platforms, allows marketers to tap into the conversational insights they already have access to in order to build a patient-centric marketing plan. Using a conversational artificial intelligence platform greatly reduces the need to rely on surveys for customer feedback, creating less administrative work and fast-tracking workflow. With Authenticx’s Montage Builder, marketers can use honest and inspiring feedback to create effective marketing campaigns.
Conversational AI platforms can also be useful tools in measuring and ensuring compliance. Using conversational AI can reduce the need for compliance observations by up to 50%. Insights gained from Authenticx can be used to monitor call center performance and train call center agents needing a compliance refresher. The data gained from conversational AI platforms can indicate when additional compliance training is necessary and reduces the reliance on self-reported compliance events.
The use of conversational AI platforms in healthcare can radically improve provider efficiency and customer experience by giving healthcare organizations the information they’ve been missing, directly quoted from their customer’s experience.
There are several key conversational analytics tools that Authenticx uses to deliver the best information to its clients. Speech Analyticx, Smart Sample, Smart Predict, and Montage builder are useful features of Authenticx’s conversational analytics platform.
These different tools, used in tandem, were crafted to deliver healthcare providers the insights they need to make personalized and specific improvements to their internal processes. By activating the data gained from Authenticx, they can resolve customer complaints and improve their own internal efficiency.
Speech Analyticx allows providers to deeply examine transcripts and call audio with automated topic identification and categorization. This tool reports metrics around topics, customer sentiment, and other filters that the healthcare provider can choose. This feature is a key player when it comes to organizing a messy data source with conversational analytics.
Smart Sample builds on this data aggregation by Speech Analyticx and allows providers to search for call data based on the topic discussed and the customer’s emotional output during the call. This categorization gives healthcare providers actionable insights while providing context to the quantitative reports seen in other conversational analytics dashboards. Smart Sample streamlines the problem-solving process and makes resolving Eddy Effects faster and more effective than ever.
Marketers can use conversation analytics for sales by finding success stories through conversational analytics examples within the platform. Conversational analytics tools can help provide powerful customer stories where both the patient and the provider win and elevate even more patients to success through provider problem-solving.
What is Conversation Intelligence
We’ve talked about conversational AI a lot, but just what is conversation intelligence? A “conversation” within a healthcare context is any bi-directional and unsolicited feedback with a customer. This can take place via call, text, email, or chatbot. But what exactly is unsolicited feedback? Unsolicited feedback are the organic thoughts and feelings that a patient shared with an analyst without being prompted or asked.
Every patient is calling your call center for a reason, and they will tell you why and how they feel about it. Analyzing this unstructured data with conversational intelligence software gives providers access to specific insights from customer interactions.
Authenticx allows healthcare providers to utilize conversational intelligence in their interactions with customers. Patients will often call for support, and without using a conversational AI platform to capture, qualify, and quantify that unstructured data, those insights would be lost. Healthcare providers use data from conversational analytics to answer questions, provide quality service, enhance customer support, create marketing campaigns, and ensure compliance.
Healthcare operations departments face several challenges when it comes to identifying patient and provider problems. Reported analytics and collected data usually do not provide actionable feedback that clearly indicates where exactly a problem is occurring.
Other methods of monitoring quality, customer experience, and provider efficiency are also not scalable or informative. Additionally, traditional methods of evaluating data from contact centers do not provide any insights into the human experience from the patient, leaving valuable information on the cutting room floor.
Operations departments use Authenticx to glean understanding from conversations that are already happening between a patient and a call center agent. The software gives operations managers a dashboard of frequently discussed topics, allowing them to see at a glance what is most discussed when a patient uses the call center. These insights can be used to improve processes that would have gone undetected otherwise.
Conversational intelligence is an artificial intelligence/machine learning model that processes natural language. It can do this in a variety of ways, depending on the source of information (audio vs chatbot, for example).
Initially, the conversation AI is taught by a person to look for certain keywords. If a healthcare provider is looking for insights about wait times, perhaps the keyword would be “waited.” The software can then identify and sort information based on the topics it has been taught. As it identifies topics, it self-teaches what qualifies as a topic, improving the model on its own.