Authenticx analysts brought forward a potential risk occurring in a life science organization’s contact center. Our team flagged agent language that was not in alignment with approved talking points which triggered a review of call guides for various service lines.
The life sciences quality team wanted a better understanding of the total volume of calls in which the agents were breaching standards.
Authenticx in Action
Speech Analyticx analyzed conversational data at scale to help identify how prevalent this behavior was and to understand the extent of the impact on different call lines. To do this, rule-based classifiers (RBCs) were leveraged to identify specific language and phrases related to the incorrect phrasing.
Of the over 800k interactions analyzed with Speech Analyticx, approximately 28k (or 3.3%) of them used incorrect language that had risk implications. To help drive resolution, Authenticx further identified and broke down calls by brand in a lookback analysis.
Result
Authenticx analysis confirmed this risk was prevalent across all brands. As a result, the organization altered call guides to specifically exclude this language from being used by their agents and rolled out an organization-wide training to educate employees on this requirement.
To support this initiative, Authenticx analysts are continuing to review calls to ensure this guidance is being followed. Significant decreases were seen in phrase mentions within weeks of Authenticx analysis.
See Authenticx in Action
Learn more about how Authenticx analyzes customer conversations to surface recurring trends in this two-minute video.
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.
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