In today’s data-saturated world, artificial intelligence (AI) is no longer a futuristic concept: It’s the reality. The innovators, builders, and architects behind this revolution are “AI Makers.” This skilled and powerful force of engineers, developers, and visionary leaders are building, refining, and deploying AI systems to solve real-world problems. In healthcare, where the right insights at the right moment can mean better outcomes and improved patient care, AI Makers are driving the age of intelligence
- Unlike out-of-the-box solutions or personalized AI using an organization’s real data, AI makers have full ownership, control, and ethical oversight over their technology.
- Benefits of being an AI maker include embedding responsibility and safety protocols into the build, tailoring systems for nuanced data with higher flexibility and control (like a brand launch, drug adherence, or triage teams), and being stewards of technological innovation.
TL;DR: All About AI Makers
- AI Makers are organizations and leaders who build AI systems from the ground up—designing algorithms, developing models, and customizing solutions to fit their exact needs.
- Makers can operate in complex industries like healthcare, where precision, compliance, and contextual understanding are critical to positive health outcomes.
- AI Makers drive transformation by turning unstructured data into action to improve operations, patient outcomes, and compliance.
AI Makers: Leaders, organizations, and teams that use an internal team of developers and resources to build models, creating their own tags, classifiers, and systems.
Who Are AI Makers?
At their core, makers of AI are organizations or leaders who design, build, and innovate AI systems and applications. They operate at the intersection of cutting-edge technology and practical problem-solving, leveraging data science, machine learning, natural language processing, and software development to construct intelligent tools that simulate — and sometimes surpass — human decision-making.
These creators often come from backgrounds in computer science, data engineering, software architecture, or AI research. However, what sets them apart isn’t just their technical expertise — it’s their vision for how AI can transform industries.
What are AI Makers Focused On?
AI makers don’t just use AI, they create it. This means they build AI from scratch, not being reliant on existing models or training data. The three main components of AI Makers:
- Design algorithms and develop models that can learn from data, adapt, and improve over time.
- Build an infrastructure that supports secure and compliant AI that can be scaled alongside strict governance, ethics, and growing knowledge, such as healthcare.
- Customize tools to align with the nuances and complexities of their organizations, ensuring that AI outputs are not only accurate but also actionable.
In healthcare, Makers are helping organizations unlock the power of conversations into structured, meaningful data that goes beyond surface level intel and can become actionable for the whole enterprise, creating the highest quality business intelligence.
By understanding and having the sight and control to detect sentiment and pinpoint CX obstacles, AI Makers begin to offer actionable recommendations to fix those issues before they transform into violations, churn, or poor health outcomes.
Three Benefits of Being an AI Maker:
1. Building Responsibility and Safety Protocols
One of the most compelling reasons to become an AI Maker, rather than an AI Taker or AI Shaper, is the ability to own ethical considerations and safety protocols directly into the foundation of your systems. When your team builds the technology, you control the values and protocols.
In healthcare, this means being able to tailor data privacy protections, monitor for HIPAA compliance automatically, or build models that detect adverse events before they become liabilities—this lets organizations stay proactive, precise, and patient-centered.
2. Flexibility and Control
Out-of-the-box AI tools are quick solutions for simpler issues, but they often lack flexibility. Makers enjoy full ownership over the system, from data ingestion to model refinement. This means they’re not stuck trying to retrofit standardized tools to their unique problems.
As an example, the Eddy Effect™ model was purpose-built to identify customer friction in healthcare conversations, not something a plug-and-play AI could do. When Makers control the build, they also control how data are analyzed for the most impact.
3. Steward of Innovation
Creating AI isn’t just about solving today’s problems—it’s about anticipating tomorrow’s, too. Makers get to push the boundaries, crafting new algorithms and data strategies that fuel innovation across the enterprise.
Whether it’s using AI to automate post-call notes and summaries, uncover hidden drivers of therapy abandonment, or provide real-time agent coaching insights, Makers are constantly evolving what’s possible. This culture of experimentation is what leads to breakthrough, one-of-a-kind products for digital transformation.
Building or Buying: AI Makers vs. Users
Buying AI often means generic models trained on generic data. While this can be helpful, it is limited if the out-of-the-box AI isn’t trained on your industry’s data to begin with. If it is, it can work to surface larger insights or begin some automation that gives clear feedback for a very specified purpose, such as call guide adherence.
Building AI means crafting the tools to reflect your mission and values with your data. It means creating solutions that truly understand your business because they were designed for it. Makers of AI are stewards of business intelligence, not just reacting to change but adapting to it.
If you’re considering bringing all AI development in-house, know that it can be costly, take time and resources, and require additional headcount to not only develop the AI but maintain and fine-tune it for continuous improvement as typically outlined in AI standards. If you are well along in your AI maturity journey, here are some key aspects to keep in mind:
- Start with your data: Do you have access to real-world, high-quality data streams? In healthcare, this could be patient calls, chat logs, or EHR data.
- Define your goals: Are you trying to improve patient satisfaction? Reduce costs? Enhance compliance?
- Invest in talent: Engineers, data scientists, and AI specialists are critical. But so is domain expertise—especially in fields like healthcare, where context is everything.
- Prioritize explainability and ethics: Build systems that you can audit, explain, and trust.
- Commit to iteration: AI is not one-and-done or set-it-and-forget-it. It evolves with your business and your customers.
Before trying to build AI internally, consider your needs. What are your priorities? What are the worries? Do you have the time, money, and team to make it happen? Who is leading the charge?
AI Makers in Action: Integrating Custom Solutions
Imagine a national healthcare organization struggling with increased call volume, inconsistent agent performance, and unclear patient feedback. Traditional methods, like surveys, audits, and spreadsheets are creating more strain on the team, leaving them with a burden that takes away from the care and service patients need. So, they partner with Authenticx.
Rather than layering AI onto existing issues that a standard LLM or GPT would do, Authenticx integrates directly with the organization’s data to analyze and provide insights:
- Data is aggregated from all customer conversations (calls, emails, chats).
- AI models analyze conversations, identifying patterns and areas of friction with over 15 industry-specific models to understand their data.
- Insights are shown in real time, from topic spotlights and automated reporting to eliminate the manual effort and reduce time to action.
The result? Improved agent performance from coaching insights within a few weeks, reduced patient churn at the most critical time of year, more successful therapy adherence to see less call volume, and tangible ROI tracked from data ingestion to full-enterprise business intelligence.
The Courage of the AI Maker
AI Makers are redefining what’s possible. In healthcare, they’re working to improve care delivery, streamline operations, and humanize the customer experience.
If speed and simplicity are essential, an off-the-shelf solution may suffice as an AI Taker. If control, customization, and innovation are your top priorities—and you have the resources—an AI Shaper or Maker is your next step.
With Authenticx, you are able to use out-of-the-box models without the fear of getting generic insights and feedback because Authenticx is trained on healthcare-specific interactions. The next level is shaping this AI. Luckily, with a team dedicated to improvements and your organization, you can work alongside Authenticx to create an AI experience that works for your goals and values. Building AI and customizing it has never been of a higher need than it is now, especially with the desire for more agent assistance tools. In growing with Authenticx, the Authenticx platform becomes your platform for de-siloing feedback for full-enterprise business intelligence.
Healthcare organizations not only have the opportunity to use an industry-specific, out-of-the-box solution but also customize and begin to create models for their needs alongside a team of experts who know what it takes to create AI from scratch.
If you need industry-specific, customizable AI without the lift of building internally, Authenticx offers the best of both worlds—built for you, with you. Organizations that take the leap in their AI maturity are leading this AI era focused business intelligence. And in doing so, you’ll create a future where data doesn’t just inform decisions but transforms lives.
Interested in growing into being an AI Maker? Request a demo or begin your self-guided tour of the Authenticx Quality Solution to see how healthcare organizations are leveling up their organizations with AI made for their industries and their outcomes.
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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