Authenticx Launches Healthcare-Specific GenAI Solution

Authenticx has introduced a generative artificial intelligence solution that allows healthcare organizations to use recorded customer conversations as a key source of business insight.

Authenticx's 7 billion parameter large language model is the first genAI platform built specifically for the healthcare customer experience. A collaboration of data scientists, healthcare professionals, and social scientists has built and trained the platform to identify problems faced by all healthcare customers.

"We're in the middle of a transformation in technology being driven by amazing tools like GenAI, but it's vital for organizations to stay grounded in practical business needs that new technology like this can serve," said Eric Prugh, chief product officer of Authenticx, in a statement "Authenticx helps organizations identify and solve issues, and we have been intentional in how we've introduced genAI to our platform to further enrich those capabilities."

The platform's GenAI capabilities proactively summarize conversations into topics that are aggregated into insights across thousands or millions of similar customer interactions. GenAI then sifts through thousands of data points that help streamline deeper analysis and develop business strategies to improve the customer experience.

With this launch, Authenticx's enhanced GenAI features include the following:

  • Insights Summaries, to summarize noteworthy insights from key reports surfaced from conversational data analysis
  • Conversation Summaries, to auto-generate summaries from long conversations that provide context.
  • Generative Conversations, to identify the main topics of discussion occurring across conversations automatically to help teams proactively address emerging issues, understand concerns, or measure the impact of implemented changes.
  • Coaching Notes, to automate the delivery of tailored coaching notes to compile a set of recommendations based on agent performance across conversations.

"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, in a statement. "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."

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