Insight with Authenticx
Identify customer trends and disruption
Build a customer-centric strategy with automated, accurate unsolicited customer feedback.
Genuine, Honest Customer Feedback
Leverage AI to unlock a renewable source of customer insight and trends.
Brand Perception with Context
Leverage the voice of your customer to gather authentic, organic insight into customer needs, interests, and drivers.
Uncover critical context needed to understand and take action to improve ratings and decrease brand detractors.
Customer Journey Immersion
Gain visibility into the entire customer journey and identify disruptions within your customer experience.
Better understand systemic barriers that lower accessibility and quality of care for your customers.
High-Impact Competitive Insights
Hear audio clips, view testimonials, and understand trends without additional time and investment.
Report on how customers are responding to and discussing brand competitors.
Finding Unexpected Brand Detractors with Unsolicited Feedback
While evaluating call interactions for an HMO, Authenticx highlighted instances when customers indicated confusion with website navigation and instances where the call center agents struggled to help customers locate specific items on the organization’s website.
Evaluate and score customer interactions at scale with autoscoring.
Autoscoring uses machine learning to sample and score interactions based on specified pre-set and custom criteria.
Don’t just report data. Share the whole story.
Targeted evaluations of conversations containing topics and themes that matter most to the organization.
Eddy Effect™ Dashboard
Identify and attack disruptions in the customer journey by surfacing customer interaction trends in one convenient location.
Create a story around a particular topic by combining relevant audio clips in your customers’ own voices.