Healthcare Business Insights
Get critical insights at the speed and scale your operations require.
What’s driving repeat issues across our organization?
Solve key business challenges—fast.
Every healthcare organization faces different operational questions—where experiences break down, why customers disengage, or what’s preventing progress across the journey for certain populations. Authenticx analyzes conversations at scale, turning unstructured feedback into tailored business insights that teams can act on.
Identify and eliminate therapy barriers to improve adherence.
Monitor and improve time to fill through operational and patient-facing barriers.
Quickly adapt messaging and training to ensure success in launches.
Identify training opportunities to improve agent performance.
Identify and address leading drivers of member dissatisfaction and attrition early.
Understand why members stop or change coverage plans.
Protect STARs and CAHPS performance by ensuring consistent adherence to call guidance and quality standards.
Uncover targeted coaching and training opportunities to improve quality and agent performance.
Accelerate time to revenue by identifying and addressing operational breakdowns.
Reduce avoidable call volume by uncovering the patient barriers behind repeat interactions.
Gain visibility into the factors shaping patient journeys across access, care, and follow-up.
Understand how SDOH affect patient access and readiness for care.
Identify scheduling friction and barriers that lead to missed or delayed appointments.
Understand how device usability, training, or setup impacts patient outcomes.
Surface barriers that delay or disrupt device adoption and ongoing use.
Ensure consistent adherence to training, support, and escalation protocols across teams and partners.
Improve performance and ROI by uncovering experience gaps across the device lifecycle.
The Eddy Effect from Authenticx
The Eddy Effect™ is our term for friction. It tells you where customers get stuck–and why.
Access
Our proprietary Eddy Effect model detects disruptions in your customer journey by identifying points of friction and automatically categorizes them to reveal patterns.
Analyze
Uncovering contributing factors that result in "Eddies" helps teams understand what drives negative sentiment, repeat calls, therapy abandonment, delayed time to fill, formal grievances, dis-enrollment, or even no shows and late payments.
Act
Take action to resolve or eliminate specific drivers of the Eddy Effect across your customer journey and internal operations: monitoring the Eddy Rate across your interactions to refine your strategy as needed.
Drive Business Change At Scale
Real Conversations. Real Results.
“All leaders can truly listen to the voice of the customer”
“We were able to develop a scalable corporate listening program in which all leaders can truly listen to the voice of our customers on a regular basis.”
SVP, Sales and Marketing
Global Travel Medical Company
“It’s like watching your team’s game film”
“We’ve always believed we’re a strong patient services team, but Authenticx challenges us in the areas where we can truly rise up and meet patients where they are.”
Pete K.
Director of Patient Support Services, Biopharmaceuticals
“User-friendly and highly customizable”
“I love the seemingly endless amount of filtering options available to me. It’s user-friendly and highly customizable. I can go broad or get very narrow depending on my needs.”
Patient Services Director
Global Pharmaceuticals
Business Insights product details
Eddy Effect:
Identify and resolve friction points
Gen AI Topics:
Monitor trending conversation topics
Spotlights:
Auto-generated analysis and explanation of your reports
Trending Data:
Understand changes across leading topics with every new upload of conversations
Repeat Caller:
Surface repeat contacts tied to unresolved issues
Call Resolution:
Flag whether issues were resolved or required follow-up
Patient Journey:
Identify the stage of the journey a patient is in for pharma clients
Sentiment:
Provide the starting and ending sentiment of the interaction
Workshops and Checkpoints:
Expert-led analysis of your data
Ongoing Support:
Access to help center and support channels
Dedicated Client Success Team:
Regular check-ins, account review, onboarding guidance, and more
Custom Reporting:
Build dashboards around the metrics that matter most to the organization
API and Integration Access:
Pull in and push out valuable, additional data from other key business systems
KBo, Personal AI Research Analyst:
Dive instantly into your most pressing questions and get fast, thorough responses based on real-time data
Conversation Explorer:
Filter through all customer interactions to a curated search of relevant conversations for your review
Expertise Built-in
Bring your data to life with Insights Workshops
Gain a deeper understanding of customer dynamics and experiences.
Our fully tailored and collaborative workshops summarize and validate your findings, so you can confidently create an action plan for maximum impact.
