Using AI to Improve Healthcare Contact Center Quality Assurance

Article Summary:  

• As healthcare evolves to meet the needs of patients, it is crucial to improve contact center quality assurance. 
• With specified conversational AI, contact center leaders are enhancing performance and efficiency through automation, pattern identification, and real-time feedback. 
• AI allows contact center leaders to meet patient needs while improving the organizational bottom line. 
• AI can help improve contact center quality assurance and efficiency by: 
  1. Automating evaluations and QA 
  2. Improving agent performance and retention 
  3. Ensuring compliance and regulatory requirements 

As the patient experience continues to evolve, the importance of improving contact center performance cannot be overstated. Contact centers act as the first point of contact for patients and ensuring that interactions are handled efficiently and professionally is key to building a strong relationship with them. To improve contact center QA and efficiency, AI is unlocking the voice of the customer and the value of agent-patient interactions.  

AI in Contact Center Operations

By leveraging the power of AI, contact center leaders are uncovering a wealth of benefits. For instance, industry-specific AI models have the power to automate notes, tasks, and track key performance indicators (KPIs) in recorded conversations. These AI-powered actions and capabilities allow agents to focus on the quality of the call, attend to high-priority and highly personal topics that require human intervention, and direct attention to the complex nuances of healthcare.  

The integration of AI into operations can help improve contact center performance, ensuring that critical business functions are operating at peak efficiency, delivering optimal results, and driving greater success for organizations. With the help of advanced technologies like AI, contact center leaders can better meet the needs of their patients while simultaneously improving their bottom line. 

AI for Next-Level Contact Center QA and Operations

The key to unlocking the answers to problems facing organizations can be found in contact center conversations. These interactions are filled with valuable insights that can help leaders and agents make informed, data-backed decisions and crush the complexity often found in healthcare.  

But how can organizations sift through all the conversational data to find solutions that improve contact center quality assurance and performance? This is accomplished with Authenticx’s proprietary AI made for healthcare and a platform with customizable and actionable insights. With the ability to process and analyze vast amounts of information, AI can turn contact centers into insight centers. It can help dive deeper into emerging trends and address the biggest issues facing patients, the brand, and employees. Some of these insights can include: 

• Scores on call guide adherence and compliance 
• Scores on sentiment, before and after the conversation 
• An overview of comparative agent, line, and center performance 
• Automation of completed call evaluations for agent review 
• Personalized agent coaching and training opportunities  

Address the challenges patients face to make better, data-backed decisions and take proactive steps to improve contact center performance and agent efficiency.  

3 Ways AI Improves Contact Center Quality Assurance and Performance

Conversational AI offers a range of benefits that can help take contact center QA and operations to the next level. The three ways to improve contact center quality and efficiency by leveraging AI are: 

1. Automating evaluations and quality assurance. This makes it easier to monitor calls and ensure that agents are meeting quality standards, metrics, and helping patients find a solution. By automating these processes, time and human resources are saved, while gaining valuable insights into how agents are performing. 
2. Improving agent performance and retention. By providing agents with real-time feedback and detailed coaching, their skills and customer service delivery can be refined. This, in turn, can help retain top talent and reduce turnover rates. 
3. Ensuring total and comprehensive compliance. This helps leaders stay on top of regulatory requirements and avoid costly penalties. With advanced monitoring capabilities, conversational AI can detect and flag potential compliance issues, opening the opportunity to address them proactively before they become a problem. 

There are many ways that conversational AI can help improve contact center performance and agent efficiency. By automating evaluations and quality assurance, improving agent performance and retention, and ensuring total compliance, specified AI can help streamline operations and deliver a better patient experience.  

Transform Your Contact Center QA and Performance with AI for Healthcare

Authenticx was founded to empower leaders to analyze and activate customer interaction data at scale, revealing transformational opportunities to improve quality assurance in healthcare. Why? 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 understand the challenges and opportunities that our partners face—and the impact of truly understanding customer experiences can have on QA programs, patient outcomes, and ROI.

Want to learn more? Contact us!

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