Authenticx & Conversational Intelligence

What is conversational intelligence?

Using artificial intelligence, machine learning, and natural language processing technology, conversational intelligence draws meaning from unstructured data to answer questions, provide quality service, or enhance customer support.

Key Benefits of Conversational Intelligence


Intake a meaningful and statistically valid sample of customer conversations.

Filter and analyze customer interactions to deduce intent, emotions, and meaning.


Summarize trends across a full data set to drive deeper, more intentional analysis.

Predict outcomes with machine learning auto scoring.

What is artificial Intelligence and machine learning?  

Artificial intelligence (AI) is the development and deployment of computer systems that can perform human-oriented tasks, such as decision-making, predicting outcomes, assessing efficiencies, and automating a specified task.

Machine learning leverages computer algorithms to build models that help assess and analyze data sources. These tools are becoming increasingly utilized for processing vast amounts of digital data to help identify insights and trends that help pinpoint when, where, and how organizations can be the most effective and impactful. 

How is artificial intelligence used across healthcare?  

AI is already starting to be widely adopted across healthcare. There’s much potential in these tools being utilized to build personalized, adaptable, data-driven solutions that are customer-centric. 

Use cases include:  

  • Effective listening with conversational intelligence 
  • Natural language processing for text analysis 
  • Clinical documentation
  • Diagnosis and treatment plans 
  • Claims verification 
  • Communication with customers 
  • Customer support 
  • Personalization in messaging 
  • Monitoring quality 
  • Predictability and analytics 
  • Fraud monitoring and prevention 

How is Authenticx unique in leveraging machine learning? 

Machine learning is integrated through Authenticx, making it accessible for even non-technical users. Our machine learning models are specialized for healthcare because they were built using healthcare conversations. This allows our models to have greater accuracy.   

As users interact with the conversational data within the platform, their actions provide a feedback loop to Authenticx’s machine learning models, allowing ongoing and real-time improvements to the model.  

Why is conversational intelligence important in healthcare? 

Authenticx focuses on conversational intelligence for enterprise healthcare. “Conversations” can be audio, text, chat, email – anything that is bi-directional and unsolicited. We specialize in structuring this data and giving healthcare leaders the ability to analyze and activate it at scale with quantitative and qualitative insights. 

Want to learn more? 

See our article in VentureBeat ‘Why conversational AI is an effective listening tool’

We’re changing the game in healthcare with conversational intelligence.

Authenticx automates analysis of millions of customer interactions, bringing context at scale.

Authenticx Solution | Speech Analytics Software

How it Works

1. Aggregate

Bring customer conversations into one insights platform to categorize and organize previously unstructured data.

2. Analyze

Automate intake and evaluations for streamlined analysis to identify meaningful and statistically valid customer conversations.

3. Activate

Perform evaluations that capture customer journey insights directly from the voice of the customer to confidently take action.


Artificial intelligence is helping healthcare listen at scale.

We break down 5 common myths associated with AI listening technology, and actionable facts on how it can improve customer experience.

How Artificial Intelligence is Changing the Way Healthcare Listens
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