What You Should Know:
– Authenticx, a top conversation intelligence platform for healthcare organizations, today announced the launch of Ava, an AI-powered in-app assistant that helps users quickly answer their most pressing business questions while serving up meaningful insights from their own data.
– The AI assistant can analyze call transcripts, interpret correlations between AI models, provide coaching feedback on agent performance, and recommend strategic actions to take based on learnings from this analysis.
Ava by Authenticx: Accelerating Insight-Driven Strategy in Healthcare Through Generative AI
Ava, Authenticx’s latest GenAI solution, revolutionizes healthcare organizations’ ability to derive actionable insights from customer interactions. The platform uses recorded conversations as a primary source of business intelligence, automating the process of analyzing and synthesizing key topics across customer engagements. With Ava, the time-intensive process of analyzing AI-generated reports and listening to customer samples is streamlined; users now receive detailed insights within seconds, enabling a sharper focus on strategic execution rather than data discovery.
Powered by a robust Large Language Model (LLM) and designed with an intuitive, chat-based interface, Ava responds to user inquiries with precision, performing complex analyses to answer critical questions such as:
– “What topics are increasing call duration?”
– “What is driving preventable call time?”
– “Which calls should be analyzed to redirect volume to automated systems?”
– “How many conversations about insurance copays are causing patient disruption?”
– “What key insights emerge from enrollment discussions in the past week?”
Ava generates responses and recommendations based on proprietary Authenticx AI models tailored to the user’s data, offering context and pattern recognition to support informed business decision-making.
For both daily users and C-Suite leaders, Ava provides:
– 24/7 Access to Consultant-Level Insights: Ava delivers personalized insights, emerging trends, and actionable recommendations specific to each organization’s needs.
– Synthesis of Complex Findings: Ava helps prioritize impactful initiatives, quickly summarizes report results, and highlights overarching conversation themes to drive strategic priorities.
– Automation of Repetitive Tasks: Ava automatically generates coaching notes for agents, analyzes customer conversations, and identifies relevant audio clips for employee training purposes.
– Accelerated Onboarding for New Team Members: Ava supports new employees in navigating Authenticx AI and understanding customer data efficiently.
Ava’s launch marks an important milestone in Authenticx’s strategic expansion into generative AI, empowering healthcare organizations to access advanced insights and better inform their customer engagement strategies.
“Our recent annual report showed that organizations using conversational AI were able to reduce customer friction by 28% on average,” said Amy Brown, Founder & CEO of Authenticx. “Ava is the latest addition to our well-established AI platform and the next step for healthcare organizations to successfully realize the value of their conversation data.”
