Authenticx, a top conversation intelligence platform for healthcare organizations, announced the launch of new functionality within its automated quality management solution to enhance contact center quality assurance and management with a MoE (Mixture of Experts) machine learning technique. These new functionalities focus on incorporating meaningful insights at scale into standard QA practices, agent performance and quality evaluations.
Historically, agent performance scoring has been a highly manual process, becoming unsustainable as budgets shift or call volumes increase. Manual review may introduce subjectivity and limit managers’ visibility to a small sample of interactions. The Authenticx quality management solution addresses these challenges head-on by automating the evaluation process with purpose-built AI capabilities.
“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.”
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Key features from Authenticx include the ability to:
- Automate evaluations for improved QA efficiency: Provide context with customizable, nuanced rubric scoring to enhance contact center insights with machine learning built specifically for healthcare.
- Generate personalized agent coaching: Automate the evaluation, scoring and reporting of agent performance to improve the frequency and relevance of feedback given to agents with AI-assisted coaching notes.
- Provide agents with critical context: Understand trends and drill down into specific conversations and insights using Generative AI. This enables leaders to celebrate team wins and source recurring issues, as well as empower agents to self-serve in their own professional development.
- Build high-impact training scenarios: Capture and share conversation montages highlighting agents’ positive impact on customers, build an audio library for efficient, effective onboarding, and drive seamless customer experiences.
Purpose-built solutions using MoE methodologies for healthcare mean faster results and richer insights for industry call centers. After implementing the Authenticx solution to enhance member experience, a Fortune 500 payer organization achieved remarkable results. Within just one year, the company saw a 30% improvement in evaluation accuracy and agent-specific coaching initiatives, while simultaneously increasing their total QA audit volume by 400%.
Source: PRNewswire