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Authenticx Introduces Healthcare-Specific AI for Quality Management

In a significant leap forward for healthcare organizations, Authenticx has introduced a groundbreaking functionality within its quality management system designed specifically for the unique needs of contact centers. This innovative approach utilizes a Mixture of Experts (MoE) machine learning technique, which allows healthcare facilities to achieve new levels of efficiency in quality assurance and performance insights.

Addressing the Challenges of Manual Quality Assurance

Historically, assessing agent performance in health contact centers has been a cumbersome and manual process. This conventional method is not only time-consuming but also often subjective, depending heavily on individual reviews that cover only a fraction of all customer interactions. As demand grows, the pressure to streamline operations becomes critical. Together with increasing call volumes, these challenges have made sustaining quality oversight increasingly unsustainable.

Amy Brown, the founder and CEO of Authenticx, articulated the crucial balance that organizations must strike. "Healthcare contact centers are overwhelmed with patient interactions and face immense pressure to enhance both experiences and outcomes while controlling costs. Automated quality management allows organizations to break free from difficult trade-offs between comprehensive oversight and operational efficiency."

Key Features of the Innovative Solution

Authenticx's quality management solution stands out due to its automation capabilities, which streamline the evaluation process. Here are some of the key features included in this latest rollout:

• - Automated Evaluations: The new system efficiently automates the quality assurance processes, making evaluations faster and more accurate than traditional methods.
• - Nuanced Scoring Systems: Healthcare-specific customizable rubric scoring allows for deeper insights into contact center performance, enhancing overall evaluation quality.
• - Personalized Coaching for Agents: The platform generates tailored coaching notes for agents, significantly improving the frequency and relevancy of feedback.
• - Insightful Analytics for Leaders: The integration of Generative AI enables managers to identify trends in agent performance and specific conversation threads, empowering agents while spotlighting team achievements.
• - High-Impact Training: By creating audio libraries featuring successful agent interactions, Authenticx fosters effective onboarding experiences, essential for maintaining high standards of customer care.

Proven Results and Industry Impact

One notable example of Authenticx’s success involves a major Fortune 500 payer organization. With the implementation of this automated quality management solution, the organization witnessed a tremendous 30% increase in evaluation accuracy within just one year. Furthermore, coaching initiatives for agents surged by a staggering 400% as the total volume of quality assurance audits soared.

As Authenticx expands its offerings, this launch is part of a broader strategy to enhance AI capabilities within the healthcare sector. Their recent AI-powered in-app assistant release signifies ongoing innovation aimed at maximizing the value derived from conversation data. By transforming previously untapped data into actionable insights, Authenticx is setting a new standard for the healthcare industry’s interaction intelligence.

For more detailed information on this cutting-edge quality management solution, visit Authenticx.com.

About Authenticx

Authenticx revolutionizes the way healthcare organizations engage in listening and understanding customer interactions. The company focuses on harnessing conversational intelligence to analyze vast amounts of communication data—including voice and chat interactions—to uncover valuable insights hidden within. Founded to leverage existing data for transformative opportunities in healthcare, Authenticx empowers entities to make data-informed decisions confidently. The firm was recognized in 2023 by Inc. 5000 as one of America's fastest-growing private companies, achieving position No. 349 in their rankings.