Introducing KBo Flow: An Autonomous Research Agent for Healthcare Conversations

Every day, millions of conversations move through the healthcare ecosystem through call centers and self-service support channels. They hold some of the most honest feedback the industry gets, and most of it is never heard.

Authenticx founder and CEO Amy Brown saw this firsthand during her years in healthcare operations:

“We recorded calls where patients described in detail where they needed help, got stuck, or the system failed them. All of this was stored on a server where it sat while my team tried to solve the very problems being discussed in these conversations. You find yourself putting out fires while wondering if they actually matter.”

KBo Flow is how we’re closing that gap. Click here to hear Amy explain why.

KBo Flow is the new autonomous research agent from Authenticx, now generally available. It tells you where to focus to have the biggest impact on your people, your processes and your customers.

How?  KBo Flow sifts through your customer conversations to find the trends and signals behind emerging problems, and it identifies why they're happening. It works across structured and unstructured data ( including voice, chat, SMS, email, surveys and CRM records) to ensure a comprehensive analysis. Then, it compiles all of it’s research, writes a report and recommended next steps...and sends that to your inbox.

Most analytics tools, even AI-powered ones, still depend on someone knowing where to look and what to ask. KBo Flow takes stock of  your goals and priorities, writes its own research questions and pursues them. The result is insight you didn't know to look for, delivered to your inbox in plain language. No dashboards to build and no analyst to chase down.

How KBo Flow works

You set the focus areas. KBo Flow does the rest in four steps:

1. Context. Each research run starts with a fresh snapshot of your organization: your goals, glossary, hierarchy, program events, user profile and prior research.

2. Questions. KBo Flow writes its own research questions, scores them for relevance, and rejects or rewrites the ones it can't answer well.

3. Analysis. For each question, it gathers the right group of conversations, runs the analysis and reads the conversation summaries to understand what's driving the pattern.

4. Findings. It emails each finding in plain language, with the evidence behind it.

Findings you can trace

"Every question it asks, every step of its reasoning is right there for you to see," Amy says.

Each finding that lands in your inbox includes:

• What KBo Flow found, and how many conversations it's based on

• Why it matters to your goals

• Recommended next steps your team can act on

• How it got there, including the questions it explored and the reasoning behind its conclusions

Because the question and reasoning are always shown, your team can see where a finding came from and judge its value and accuracy before deciding what to do with it.

KBo researches. You decide.

KBo Flow's autonomy stops at research and recommendation. As Amy puts it: "It doesn't make decisions on your behalf or send findings to anyone who isn't supposed to see them. You're in control."

Your team benefits from the rich context of Authenticx models, our healthcare expertise and your own conversation data, all in a secure and compliant environment. Your data stays isolated and is never used to train models for other organizations.

Sharper the longer it runs

Every research run starts from a fresh snapshot of your available data, and every prior finding carries forward into future analysis and question formation. The longer KBo Flow runs in your account, the sharper its questions and findings get.

A second way into your data

KBo Flow doesn't replace the Authenticx tools you already use. It works alongside them:

• KBo Chat answers the questions you already have, in seconds. It's best when you know what you're looking for. It can also be used to dig into any Flow findings.

• Proactive Insights flags sudden shifts in conversation trends week to week.

• KBo Flow brings you the insights you didn't know to look for, on a schedule, in your inbox.

Fast answers, trend notifications, proactive analysis.

Listening at scale

"This is what it looks like to actually listen at scale," Amy says. "Get out of firefighting mode and uncover the root issues impacting your internal teams and customers so that you can fix them and get back to focusing on delivering exceptional service. This is what Authenticx has been about since day one, and we are excited to bring KBo Flow to you."

See KBo Flow in action. Request a demo to see how it finds what's hiding in your conversations. Already an Authenticx customer? Contact your Authenticx team to get started.