Read healthcare, technology, and AI news and insights from Authenticx leaders.
Pharma Exec | Identifying Healthcare Trends from Conversation Data
Authenticx Founder & CEO Amy Brown contributed an article to Pharma Exec on the topic of trend identification in conversation data with strategies for leaders to use to inform their CX and data analysis.
The recent explosion of weight loss drugs like Ozempic, fueled by online hype, has brought both opportunities and challenges to the healthcare customer experience. While demand surges, so does the potential for misinformed consumers.
Education is crucial to ensure a positive customer experience amidst this frenzy. We need to find ways to “set the record straight” about misinformation circulating online. Customers who encounter inaccurate information may attempt to access services they’re not eligible for or seek medicines for inappropriate uses. This can lead to confusion, frustration and repeated interactions with customer service as they try to navigate the situation–a cycle that perfectly embodies the repetitive nature of The Eddy Effect™, or instances of consumers getting ‘stuck’ in the customer journey, which results in a negative customer experience.
This article will discuss how analyzing the changing voices of customer populations not only provides valuable insights but also identifies possible emerging trends.
“By embracing a data-driven approach and leveraging conversational AI insights, healthcare organizations can confidently navigate fads to provide education and exceptional care delivery while maintaining operational efficiency.”
Amy Brown, Founder & CEO | Authenticx
Healthcare Business Today | Navigating Trending Healthcare Topics With Conversational Intelligence
Authenticx Founder & CEO Amy Brown contributed an article to Healthcare Business Today on the topic of navigating and identifying topic trends and strategies for leaders to use conversation data to inform their CX to turn insights into action.
Expanding demand for popular weight loss drugs like Ozempic has placed a uniquely modern strain on the healthcare customer experience. With the widespread online popularity of this and other medications, more customers than ever before risk running into misinformation.
Healthcare practitioners seeking to ensure a positive healthcare customer journey amidst the craze must identify ways to counteract the inaccuracies widely shared online.
Customers may attempt to access services they’re ineligible for or obtain medications for unintended uses when they encounter healthcare misinformation. Unfortunately, repetitive interactions with customer service representatives can often perpetuate misinformation by ushering customers into a confusing cycle of frustration known as The Eddy Effect™. This term describes instances where consumers get ‘stuck’ in their journeys, resulting in a negative customer experience.
Healthcare leaders have a duty to protect customers from damaging misinformation and the Eddy Effect whenever possible. Luckily, the voice of the customer provides critical insight into identifying emerging trends that may result in misinformation.
“The ability to detect and proactively respond to trends is invaluable as the amount of online health information and misleading content available to the public grows.”
Amy Brown, Founder & CEO | Authenticx
World Pharma Today | Driving Value from Healthcare Customer Conversations
Authenticx Founder & CEO Amy Brown interviewed with World Pharma Today on the topics of healthcare innovation, generative AI and LLMs, patient privacy, and the future of Authenticx in the industry.
In an exclusive Q&A session with Amy Brown, the founder and CEO of Authenticx, we delve into the innovative approach of leveraging generative AI to unlock valuable insights from healthcare customer conversations. Amy shares insights into the inspiration behind Authenticx’s AI solution, its impact on the pharmaceutical industry, and the challenges faced by healthcare organizations in analyzing vast volumes of conversational data. Additionally, she discusses the platform’s role in improving patient experiences, ensuring data security, and the future advancements envisioned in healthcare customer experience data analysis.
“Thinking of AI as a means to identify signals of disruption or opportunity can enormously impact healthcare business strategy. AI helps enhance listening so that your team can focus on taking action.”
Amy Brown, Founder & CEO | Authenticx
Fortune | The Best Investment Opportunities in AI for Healthcare
Authenticx Founder & CEO Amy Brown recently shared insights with John Kell in Fortune about AI in healthcare and investment in AI through VC funding.
Amy Brown, founder and CEO of Authenticx, says her past experience in social work and state government exposed her to huge sets of unstructured data from the conversations that health insurance companies record with their customers.
“I saw a huge opportunity to listen at scale, using AI, and applying AI to a kind of archaic data source that has been sitting on a shelf for decades,” says Brown.
Healthcare IT Today | What Health IT Trend Has You Most Excited?
Authenticx Chief Product Officer Eric Prugh contributed commentary in Healthcare IT Today on the topic of AI innovation and health IT trends.
“AI’s visual capabilities keep growing and adapting over time. We’re enabling more modalities for interacting with AI, and we’ll see further expansion of what we know is possible. We’re getting closer to being able to throw anything at AI and derive value from it, which is a pretty exciting future. Imagine inputting a variety of different data formats like images, spreadsheets, and text — then getting a synthesized set of insights back in a readable, digestible format.”
Dataversity | How AI Tools Like Conversational Intelligence Improve Healthcare Customer Journeys
Authenticx Founder & CEO Amy Brown contributed an article in Dataversity on the topic of using conversational intelligence AI and machine learning) to listen to customers’ frustrations in their care journey and how to implement AI successfully in organizations.
According to a recent report, a continuous loop of disruptions impacts 20% of customer interactions in healthcare, with nearly half of these disruptions delaying or preventing patient care. However, organizations using conversational intelligence to listen to and analyze the voice of the customer (VOC) are realizing benefits, citing a 25% increase in first-call resolution rates and a 10% decrease in customer churn.
Conversational intelligence – and listening-focused AI – have the potential to significantly improve customer interactions and the delivery of timely responses to common questions by helping leaders identify systemic issues and provide more seamless, frustration-free experiences.
Modern Healthcare | How AI-enabled speech analysis could diagnose, treat diseases
Authenticx was mentioned in an article in Modern Healthcare on the topic of the benefits of AI speech analysis in healthcare and how it provides patient access insights.
“We began to identify some of the barriers that exist for patients. There was a trend we started to notice around transportation, especially around patients who needed to reschedule an appointment.”
Healthcare IT Today | Balancing Innovation and Digital Transformation with Regulatory Compliance and Patient Safety
Authenticx Chief Technology Officer Michael Armstrong contributed commentary in Healthcare IT Today on the topic of Health IT innovation’s role in patient security and compliance.
Establishing a culture of transparency is an important way to balance the need for compliance protocols with space to play and innovate. When it comes to Health IT, data security and privacy is a non-negotiable. Everything we design and build is encrypted and secure. With so much data being created and processed, transparency is critical in understanding protocols in place and access controls for team alignment and data security. Transparency also drives innovation.
Probably the most important aspect of fostering a culture of innovation is the understanding of risk. It isn’t good enough to just identify that risk exists but to understand the magnitude and potential impact. Not all risk is created equal. Understanding the nuance can allow a team to feel comfortable trying new things.
CX Magazine | 4 practical approaches to unlocking customer voice and uncovering deeper insights
Authenticx Chief Evangelist Leslie Pagel contributed an article in CX Magazine on the topic of unlocking the voice of the customer in 2024.
Daily human conversations, whether spoken, written or recorded, represent an invaluable source of organic data for businesses. These word exchanges have significant potential to provide contextual insights that influence elements of an organisation’s operations.
Unstructured conversations provide meaningful context around customer concerns, preferences and priorities. Historically, this data has been difficult to mine, but advancements in artificial intelligence (AI) now enable a comprehensive, large-scale analysis of conversations. AI analyses unstructured data on a much greater scale than humans are capable of to help us comprehend the discussion’s content more deeply. A more granular understanding enables leaders to make more informed decisions, generating better outcomes for businesses and customers.
Organisations are deep into 2024 planning, strategising how to meet customer expectations next year and beyond.Here’s how companies can start capitalising on customer conversations to pave the way for sharper customer focus and a better CX.
HIT Consultant | Unlocking Patient Insights with Conversational AI in Healthcare
Authenticx Chief Product Officer Eric Prugh contributed an article in HIT Consultant on the topic of leveraging conversational AI to unlock patient insights.
Healthcare leaders should champion human-AI collaboration by having people work with AI to validate insights and develop engagement strategies. Organizations can — and should — implement conversational AI because it allows leaders to identify actionable areas of change and protects individuals’ privacy and identities.
Yet while these organizations recognize the merit of sharing these conversations enterprise-wide, many worry that doing so will compromise data privacy and compliance. But developments in conversational artificial intelligence (AI) can safely bring the voice of the customer to the forefront.
insideBIGDATA | Heard on the Street – Hearing the Voice of the Customer
Authenticx Chief Product Officer Eric Prugh contributed commentary in insideBIGDATA’s round-up on the topic of hearing the voice of the customer with AI.
There’s a myth that only executive leaders benefit from the information gathered from the voice of the customer (VoC). However, every team within a company can use these insights to improve their individual departments when creating empathy behind important problems that need to be prioritized. We are making significant investments into the foundation of our AI that will help us train new AI models to pull meaningful insights from unstructured conversations.
An example of this in practice is AI that can take a conversation transcript and automatically determine the 3-4 main discussion topics of the call using Generative AI. With no setup at all, leaders can more easily surface problem areas using AI, correlate those to what customers are saying in the contact center, and take action to help improve both business outcomes and the customer experience.
Think of AI as a scalable listening engine, gathering and making sense of customer signals and perspectives to generate insights for decision-makers to create targeted improvements to CX. This approach makes it easier for everyone companywide to align around addressing customer needs and improving experiences rather than relying purely on anecdotal evidence or a minimal interaction sample size.
Healthcare IT Today | 2024 Health IT Predictions
Authenticx Chief Evangelist Leslie Pagel contributed commentary in Healthcare IT Today on the topic of using AI to process unstructured, conversational data to better listen to the voice of the customer.
AI tools, such as ChatGPT and generative AI, are contributing to speed, volume, and accuracy in processing unstructured data sources. The organizations investing in these resources will be rewarded with a competitive advantage as they will be able to respond at the speed of change – meeting customer needs in the moment. The ability to quickly process a high volume of conversational data – representing the authentic voice of the customer – allows teams to have a clear line of sight into the changing customer landscape, and gives business leaders the confidence they need to strategically pivot to meet customer and business expectations.
Inc. | Building the Future of Community: Enabling Founders Through Indiana’s People-First Approach
Authenticx Founder & CEO Amy Brown was featured as a local founder by the Indiana Economic Development Corporation (IEDC) in Inc. on the topic of how state and local government can help attract new businesses and help them thrive through policy, connections, and culture.
Founders are often so busy with the nuts and bolts of launching and operating their new businesses that they may overlook one of the most important factors in its success: location. While many may not look beyond their home state as their company headquarters, factors like low cost of living, investment in infrastructure and business resources, and government and community support for new businesses can all affect a company’s long-term viability and profitability. These are areas for which Indiana is known, and its business-friendly climate is attracting founders in droves.
At a recent Inc. 5000 panel in partnership with Indiana for the Bold, the Indiana Economic Development Corporation (IEDC), and Fast Company Vice President and Executive Editor Ben Baer sought to find out why the Hoosier State draws so many entrepreneurs. Baer spoke with Salena Scardina, executive vice president, external engagement at Indiana Economic Development Corporation, which helps businesses locate, grow, and thrive in Indiana, as well as Indiana-based founders, Wade Breitzke, CEO of advertising marketing firm WeCreate; and Amy Brown, CEO of artificial intelligence (AI)-powered health care customer service company Authenticx, about what community means to the health of a company and why Indiana is a common theme in many business success stories.
Healthcare IT Today | 2024 Health IT Predictions
Authenticx Founder & CEO Amy Brown contributed commentary in Healthcare IT Today on the topic of using AI to listen at scale to the actual voice of the customer, not take the human out of healthcare.
Humans spend their day communicating with each other, with those words exchanged in conversation — via text or recorded voice — falling into the category of unstructured data. This data will continue offering robust, contextual insights that can impact all functional areas of an organization. AI can help analyze unstructured data at scale, to understand what people talk about. Understanding leads to better decisions; better decisions lead to better outcomes for both business and customers. Smart companies will approach AI with a great deal of intentionality and responsibility, recognizing the opportunity is not just in replacing human effort, but also in understanding the impacts of listening.
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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