What You Should Know:
– Authenticx, a conversation intelligence platform for healthcare organizations, has unveiled new functionality within its automated quality management solution.
– The new functionality leverages a Mixture of Experts (MoE) machine learning technique to transform contact center quality assurance and management, bringing unprecedented efficiency and insight to healthcare organizations.
Transformative Results for Healthcare Payers
The purpose-built solutions, utilizing MoE methodologies, deliver faster results and richer insights for healthcare call centers. The new features address the long-standing challenge of manual agent performance scoring, a process that is often time-consuming, subjective, and unsustainable as call volumes and budget constraints fluctuate. Authenticx’s solution tackles these issues by automating evaluations with purpose-built AI capabilities, providing a scalable and objective approach to quality management.
A Fortune 500 payer organization experienced remarkable improvements after implementing the Authenticx solution. Within a year, they achieved:
- A 30% improvement in evaluation accuracy and agent-specific coaching initiatives.
- A 400% increase in total QA audit volume.
This launch builds on Authenticx’s ongoing commitment to AI innovation, following the recent release of its AI-powered, in-app assistant.“Healthcare contact centers are drowning in patient interactions, facing mounting pressure to improve experiences and outcomes, while avoiding cost,” said Amy Brown, founder and CEO of Authenticx. “Without automated quality management, organizations are forced to choose between comprehensive oversight or operational efficiency—often reviewing only a mere percentage of interactions. We want to eliminate this impossible trade-off.”
