Continuing the momentum of innovation, AI in healthcare is reshaping the industry. From AI governance committees and patient safety to human-centered approaches in data storytelling and employee empowerment, Authenticx’s top five most popular resources and topics of 2024 show that the AI era is officially ushered in—and you’re ready for it.
Healthcare is increasingly recognizing the transformative potential of AI, particularly GenAI and industry-specific tools for analyzing conversation data. By harnessing AI, these organizations can listen at scale to patient interactions, gaining valuable insights that help identify trends and areas for improvement. This approach is transforming the customer experience, addressing patient outcomes, and significantly enhancing quality metrics and operational decision-making.
Leveraged to streamline operations and boost agent performance, AI can provide real-time insights. These insights can range from holistic, enterprise-wide themes to agent-specific interactions for metric tracking, helping predict patient needs based on trends in the data.
AI is also marking a shift in performance and empowerment for teams. By analyzing employee interactions, AI can deliver targeted feedback, identify skill gaps, and help shine a light on training and coaching. This investment in workforce education not only empowers employees to manage patient inquiries more effectively but also contributes to a more positive customer experience. As organizations continue to embrace AI, transforming their operations and patient outcomes will be just the start of more.
Closing this year, we take a moment to share our most popular, top five 2024 resources from Authenticx that readers, customers, and users (you!) loved most. This list reaffirms our focus on growing our platform features and capabilities (such as our in-app AI assistant) to improve quality and the customer experience, giving time back to teams and bringing more personalized care into the patient journey.
Check out the top 5 healthcare AI resources that resonated with readers this year:
1. Download | Guide: Authenticx Healthcare Solution
Blending human and automated analyses of conversation data to bring data-backed insights to your organization, Authenticx harnesses the power of conversations with AI built specifically for healthcare. In this guide, organizations can learn how to improve processes, products, and performance.
2. Blog | Using AI in Healthcare: Medicare and Medicaid Data
Medicare data is inherently sensitive and often makes headlines each year during open enrollment. In the same vein, AI is everywhere. Using AI in healthcare creates opportunities for ease in administrative tasks for insurers (like Medicare and Medicaid) to focus on the member and their care (e.g., costs, satisfaction, and health outcomes) rather than take on the burden of manual inputs and notes. This innovation is accelerating how customers interact with their service while improving the overall customer journey.
3. News | Launching Generative AI Solution Built Exclusively for Healthcare CX
Authenticx launches platform enhancements to its robust blend of product features to leverage GenAI capabilities to proactively summarize conversations into topics that are aggregated into insights across thousands or millions of similar customer interactions.
“It’s more important than ever for healthcare organizations to build empathy at scale into their customer experiences. Implementing Authenticx provides healthcare leaders with unfiltered feedback from the help of intelligent data insights to activate customer voices.”
4. Customer Story | Using Patient Insights to Improve the Prescription Process
A regional hospital system sought to better understand the root causes of patient friction in prescription inquiries, the top call driver to its nurse triage team in order to improve the prescription process.
With around 20% of a regional hospital system’s nurse team’s call volume spent on prescription refills preventing them from triaging and managing patient care, they wanted to decrease the administrative burden of manual tasks. With a large phone tree, callers often found themselves unsure if they were calling the right line, unnecessarily stuck on hold, or unclear about whether their voicemail had been received.
After leveraging Authenticx’s Eddy Effect model and team of analysts, they found the root causes creating barriers and began to see results in only two months:
- 21K calls evaluated
- 550 calls resolved (saving time)
- 3% decrease in refill calls
5. Blog | Adverse Event Detection and Monitoring with AI
What if there was a valuable source of insights for adverse event detection monitoring that lives within your organization already? Good news: There is.
With the power of conversation AI, you can:
- Uncover sources of customer friction
- Identify trends across omnichannel data
- Maintain compliance with regulatory reporting
By uncovering sources of friction, identifying trends and patterns, and maintaining regulatory compliance, conversation data can be utilized to proactively improve perception, communication, and adverse event reporting – improving the overall patient experience.
Want to read more? Check out our resources page for access to all Authenticx resources.
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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