Machine Learning

Authenticx Expands Automation Capabilities with New Autoscoring Tool

Innovative solution enhances true data-driven decision-making for healthcare organizations navigating a turbulent economy — and beyond

Authenticx, the new standard in healthcare for listening to customer voices at scale, has released a new autoscoring tool to automate data analysis and alleviate the burden of existing healthcare resource constraints. This tool automatically evaluates and scores customer interactions using best-practice criteria for the healthcare industry.

According to Precedence Research, the global healthcare automation market is predicted to reach nearly $91.6B by 2030. Automation — specifically autoscoring — enables organizations to examine qualitative and quantitative insights that can improve training and onboarding, contact center performance and quality assurance. Authenticx’s autoscoring tool uses machine learning (ML) to help organizations efficiently analyze vast amounts of data to provide more insight and context for strategic decision-making.

“The current economic instability has driven healthcare organizations to cut costs and assess operational constraints,” said Amy Brown, CEO of Authenticx. “Automation helps healthcare leaders enhance efficiencies and protect the bottom line. Customer service, operations and quality assurance teams also benefit from using automation to listen at scale to large volumes of unstructured data and identify areas of improvement for enhancing customer experiences.”

The Authenticx autoscoring tool audits interactions using industry-specific criteria and evaluations designed for healthcare and enables organizations to:

  • Confidently evaluate interactionsassess brand, quality and agent performance, automatically check conversations and uncover coaching opportunities using a more extensive, representative set of data and interactions.
  • Save time and protect capacityempower leaders to focus on initiatives that optimize team performance and growth, uphold compliance standards and improve brand perception.
  • Audit more agent interactionsmeet quality and compliance requirements, reach listening goals, provide greater visibility into team performance and generate brand insights.

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