What You Should Know:
– Authenticx, the leading platform for analyzing healthcare customer conversations, has unveiled a groundbreaking generative AI (GenAI) solution.
– By leveraging Authenticx’s GenAI solution, healthcare organizations can gain a deeper understanding of their patients’ needs, improve communication, and ultimately deliver a more positive and effective experience.
Harnessing the Power of Customer Conversations
Authenticx’s AI platform already excels at structuring, tagging, and aggregating trends within recorded customer interactions. The new GenAI solution builds upon this foundation, utilizing a sophisticated 7-billion parameter large language model specifically designed for the healthcare customer experience. This model, trained by a team of data scientists, healthcare professionals, and social scientists, unlocks deeper insights from massive datasets of customer conversations.
Key Features of the Authenticx GenAI Solution includes:
– Insights Summaries: GenAI automatically summarizes key findings from reports generated by the platform, making it easier for teams to quickly grasp critical information.
– Conversation Summaries: Long conversations are automatically condensed into concise summaries, providing context and facilitating efficient review and dissemination.
– Generative Conversations: Emerging issues, recurring concerns, and the impact of implemented changes are automatically identified across conversations, enabling proactive problem-solving and measurement.
– Coaching Notes (Coming Soon): AI-powered coaching notes will be compiled based on individual agent performance, offering personalized feedback and development opportunities.
“It’s essential for any type of AI adoption to start by identifying a real problem. One problem we commonly see is organizations don’t realize where complex processes negatively impact the customer experience,” said Amy Brown, Founder and CEO of Authenticx. “The best way to understand these problems is to listen to conversations where barriers are encountered. With these expanded GenAI capabilities, organizations will proactively be able to understand roadblocks at scale and remedy the real frustrations healthcare customers and agents experience.”
