KBo Research Mode: The Analysis That Runs While You're Doing Everything Else

There's a moment most patient services teams know well. A report flags something: prior auth confusion is up, fulfillment calls are spiking, patients are dropping off at a specific point in the access journey. You may know what is happening. What you don't always have is the texture: why it's happening, how patients are actually experiencing it, or whether your team's responses are landing. And once you intervene, does it make a difference?

That’s the gap KBo Research Mode is built to close. It helps you go deeper on the questions and problems you’re tracking, and it continues building that understanding automatically over time.

Set It Up Once, Stay Informed Forever

Here's the honest version of how most analytics work in practice: someone runs a search, surfaces something interesting, shares it in a meeting — and then three weeks pass, Q4 hits, and no one checks again until a stakeholder asks why call volume has spiked.

Research Mode breaks that cycle. You save a search, write KBo a brief on what you're trying to learn, and subscribe. From that point on, KBo monitors new conversations that match your criteria and delivers a structured analysis directly to your inbox—weekly or monthly, automatically, without you having to remember to look.

You don’t even have to remember to log in and look at a dashboard. KBo meets you right where you are: in your inbox.

The Prompt Is the Point

What makes Research Mode different from a saved filter is the context you give KBo upfront.

When one pharma patient services team wanted to understand friction in their prior authorization process, they didn't just ask KBo to pull prior auth calls. They asked something more specific: Examine patient calls to understand what parts of the prior authorization forms cause confusion and how agents are responding to it.

That framing changed what came back. KBo identified that patients were repeatedly confused about clinical documentation requirements, often believing their doctor had already submitted everything needed. It surfaced the language patients used: "I thought my doctor sent everything in already. Now I'm stuck without my medication". KBo then analyzed how agents were responding, including what was working and what was leaving patients anxious about gaps in their therapy.

Another team tracking medication fulfillment issues gave KBo this goal: I want to know more about what's happening in conversations where patients have a treatment disruption because they can't fill their medication. What are the main causes of fulfillment issues, and are we doing a good job helping the customer resolve them?

The result broke down the full picture: shipping delays and carrier errors, prior auth denials from missing provider documentation, patients who'd lost insurance coverage mid-therapy, pharmacy and address processing mistakes. It assessed agent effectiveness; where they were resolving issues well, and where patients were still ending calls without a clear path forward.

The team didn't have to listen to hundreds of calls or log in periodically to keep checking on this issue manually. They asked a good question once, and now they get an updated, thorough analysis every month.

What Changes When Insight Is Consistent

The power of Research Mode is what happens when you're watching the same issue over time.

The value is understanding not only what’s really going on in these conversations, but also how it’s changing. Most teams using a tool like Authenticx can identify a problem. Fewer can tell you, three months later, whether it's getting better, getting worse, or shifting in character. Research Mode gives you that longitudinal view without requiring anyone to remember to go look for it. The question you cared about in January is still being answered in April.

For healthcare teams specifically, that kind of continuous visibility matters enormously. The patient journey is long, the stakes are high, and the moments where friction builds are exactly the moments that determine whether a patient stays engaged and gets the help they need.

What You're Missing If You're Not Using It

Every week, new conversations are coming in. Patients are describing their experiences, in their own words, in real time. If you're only analyzing that data when you remember to, you're seeing a fraction of what's there. If you only get an analysis once, you’re only looking at a snapshot of the data.

Research Mode is how you stop leaving the long term insights on the table. Pick a problem you care about, tell KBo why it matters, and let it do the work. KBo will bring the insights right to you.

Examples have been anonymized to preserve patient privacy and customer confidentiality.