Data is everywhere. It is available in nearly every aspect of our lives. You can track how long it takes to travel from one place to another with a rideshare versus on a bike, the exact number of children riding a bus on the way to and back from school, the latest trends in retail sales that help predict the next fashion fad (and faux pas), and even the secret behind roasting the perfect coffee beans for a midmorning pick-me-up. These types of information help us understand and improve experiences — and healthcare is no different.
Healthcare data is incredibly complex, encompassing a vast array of information and feedback from various sectors and industries within the healthcare ecosystem. This data includes the clinical side of healthcare, such as patient records and medical imaging, and the operational and quality side of healthcare, such as compliance and risk management, and agent performance.
Understanding and leveraging data is crucial for improving patient outcomes, driving operational efficiencies, and advancing how organizations approach strategy and decision-making.
This is why it is essential to use tools and technologies specifically designed to navigate the healthcare landscape. These tools should possess the capability to integrate and analyze diverse datasets, identify patterns and correlations, and provide actionable insights.
These not only enhance the quality of care but also contribute to the overall improvement of the delivery of the patient experience and business outcome optimization.
Unstructured Data is Complex and Incredibly Useful
While structured data is defined, quantitative data (such as survey questions or patient data), unstructured data is qualitative data that is not pre-defined and is captured from video, audio, or text. By leveraging these real-time interactions, organizations can uncover actionable insights more quickly and reliably, enhancing their decision-making processes. And healthcare and CX are seeing the value of unstructured data capture.
Industry Findings on AI and Patient Data
According to McKinsey, while over 90% of CX leaders use survey-based metrics, 85% were unsatisfied with survey metrics and only 6% found it sufficient for confident decision-making.
- This highlights the gap between reliance on traditional survey methods and their effectiveness in providing actionable insights. If there is an overwhelming dissatisfaction among CX leaders, there is a need for a more innovative and reliable approach to metrics that can truly inform strategic decisions and improve customer experiences.
Shared from the American Medical Association’s report on physician sentiment toward AI in healthcare, 65% of physicians see an advantage of using AI.
- This majority percentage reflects a growing recognition among healthcare professionals of the potential benefits of AI in the workplace to improve patient care and operational efficiency. As physicians embrace AI, it could lead to more personalized treatments and streamlined processes, ultimately enhancing the overall healthcare experience for patients.
In an article from Redox, they found there will be an approximate 36% compound annual growth of healthcare data by 2025.
- The exponential growth of healthcare data suggests an urgent need for advanced tools and analytics to manage and surface insights. As the data continues to multiply, organizations must adapt their strategies to harness this wealth of information available to them, optimizing health and business outcomes.
Most striking, the World Economic Forum reported that 97% of siloed hospital data goes unused, meaning a mere 3% of data is activated for improvements.
- This finding emphasizes the inefficiency and lost opportunities in healthcare systems where data is not integrated cross-functionally. Addressing data silos is crucial for maximizing the potential impact of existing information and fostering a more collaborative environment that supports organizational initiatives for patient care improvements. So, by activating 100% of the data, organizations can start incorporating and listening to the patient voice for alignment enterprise-wide.
Data Outcomes from Authenticx Use Cases
Using industry data to understand where healthcare can improve is just the start of data activation. Yes, these statistics are a striking image of a system that affects millions upon millions of people. So, how can they be used to continue the journey of learning how to approach conversation data to best use it? By digging into use cases, seeing transformation can impact how we reshape healthcare that advances and benefits customers and organizations alike.
Improving First Call Resolution (FCR)
At the onset of the COVID-19 pandemic, a healthcare organization sought to understand the social and economic challenges facing their customers without having to conduct new surveys. Using Authenticx, they gained insights into customer experiences and agent interactions, revealing a significant gap in agent empathy during emotionally-driven conversations about the pandemic.
In response, the organization revised policies to introduce payment plans (increasing speed-to-payment), retrained agents for better support (increasing FCR and reducing call volume), and provided disease prevention tips during calls to help educate patients. These changes led to a notable increase in agent empathy scores by an average of five (5) points within just a couple of months.
Increasing Customer Retention and Engagement
A life sciences company aimed to enhance patient adherence and boost loyalty to their product devices by gaining insights into the customer journey. Their product and brand teams leveraged Authenticx insights to create targeted action plans focused on improving the product supply chain and enhancing customer resources.
By analyzing thousands of calls quarterly, Authenticx identified key areas causing friction in customer interactions. These included:
- Care coordination issues (40% of inbound calls)
- Product-related questions or concerns (34%)
- Challenges with the onboarding process (27%)
As a result, they saw a significant reduction in customer complaints by approximately 30% within just three months and created the resources to better retain their customers.
Optimizing Agent Retention and Development
A leading Fortune-500 payer organization implemented Authenticx to scale its quality program, addressing the challenge of managing nearly 3.5 million member interactions per month with over 10,000 dedicated team members. Only conducting manual audits, they had only evaluated less than 1% of these interactions.
By working with their core teams, they trained AI models to achieve an AI agreement score of 99%. This led to a 30% expansion in agent-specific QA initiatives within five months, enabling assessments for 100% of agents across the organization. Over ten months, the total number of evaluations grew by over 400%, yielding substantial headcount cost savings through AI efficiency and freeing the administrative burden of manual agent evaluations to provide a boost to agent quality support and services.
Mitigating Risk and Audit Readiness
A leading life sciences company aimed to improve compliance and call center quality across its patient services. They implemented Authenticx to streamline the evaluation process, allowing for efficient monitoring of customer interactions and enabling quick identification of high-risk events and critical errors.
Over the span of a year, the organization achieved significant improvements:
- Compliance observations decreased by 50%
- The volume of monitored calls increased by 45%
- Compliance requirements implemented across nearly 45 service lines
- Quality scores improved from 93% in Q1 to 95.6% in Q4
Decreasing Friction and Improving Adherence
A leading life sciences manufacturer sought to understand why patients paused or discontinued specialty therapies, particularly those administered by injection. By leveraging an analysis on over 2,200 calls, they discovered that process-related administrative issues and product-related concerns significantly impacted therapy adherence. To address these challenges, Authenticx provided the patient services team with real patient and caregiver feedback, shedding light on the root causes of non-adherence.
The findings revealed that many patients discontinued therapy after completion or switched to other medications, suggesting a need for improved follow-up by education managers. This led to more education for managers to follow up with patients and updates to internal account records to promote regular patient contact and data management.
Year-Over-Year Data Highlights the Value of AI
In our annual Customer Voices Report, we shared the impact that Authenticx is making for organizations, namely those who use our product for multiple years. As our data continues to scale year over year, we are witnessing a remarkable shift toward overcoming the obstacles and disruptions that have historically plagued the care journey.
Quality: Improved 1% with all Authenticx customers over a two-year period.
- This increase in quality shows the benefits made to the overall customer experience by ensuring that the interactions customers have are more meaningful and effective. Improved quality not only reflects positively on customer satisfaction but also helps in building stronger brand loyalty. As customers feel heard and understood, the higher the likelihood it is that customer retention and acquisition correlate.
Sentiment: Improved 4% with all Authenticx customers over a two-year period.
- This upward shift in sentiment indicates that customers are having more positive feelings towards the brand and its offerings after organizations leverage Authenticx. Fostering a more engaging relationship between the company and its customers, a positive sentiment can lead to increased referrals, a reduction in churn rates, and higher satisfaction. This also helps their teams with marketing strategies and improving offerings by listening to that direct customer voice at scale.
Customer Friction (Eddy Effect): Decreased friction by 28% of total customer conversations
- Reducing friction means that customers can navigate their journey more smoothly, resulting in quicker resolutions to their issues. It translates to a more streamlined process, making it easier for customers to find information and get assistance, improving operational efficiency by means of less time spent on troubleshooting and handling complaints. This ultimately increases satisfaction, loyalty, and retention while fostering a positive brand image for their customers.
This momentum is not just a trend; it signifies a commitment to enhancing patient experiences and outcomes. By leveraging innovative solutions and actionable insights from conversation data, process improvements and barrier elimination affecting access and treatment are growing. By reshaping healthcare with AI, we are helping organizations transform the way they listen to their customers. Working with Authenticx means more than addressing challenges; it means redefining what it means to navigate the patient journey successfully through the power of conversations.
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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