Authenticx for Healthcare Payers
Each year your contact center is inundated with member questions.
Improve healthcare member experience by listening and engaging with the stories your members are already sharing. Authenticx analyzes millions of conversations to surface and categorize trends.
Strategic Monitoring to Deploy Resources Efficiently
Problems Facing Insurance & Payers
- Lack of access to entire member population
- Call center performance oversight
- Increasing call volume
- Inconsistent reporting metrics
- Dated methods for gathering and evaluating conversational data
How Authenticx Helps
- Enhance metrics to account for the human side of healthcare
- Identify drivers of member attrition or retention
- Consolidate reporting to better track trends over time
- Identify member experience disruptions and bottlenecks
Members get frustrated navigating complex healthcare systems.
We come from healthcare
Leverage conversational analytics in one, consolidated location.
Adapt and improve agent training or customer journey design based on member conversations.
Powerful insights fuel decision-making
Proprietary machine learning models classify and auto-score conversations.
Strategic sampling identifies where disruptions are occurring to effectively redirect resources.
Solutions for insurance and payers
Monitor program launches and quality score metrics to predict member retention.
Diagnose pain points to improve healthcare member experience.
Monitor member calls to improve contact center quality
An insurance services organization sought to increase their member services call quality score. Authenticx monitored calls and shared monthly insights, resulting in a 32% quality score increase.
“It was incredibly impactful to see our customer interaction data presented in Authenticx, and actually hear our customers’ voices. ”VP of Customer Experience