Artificial Intelligence

Authenticx for Life Sciences: Highlighted Customer Stories

April 23, 2024 by Kelly Karrmann

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As their partnership has rapidly expanded with Authenticx, a leading life sciences client utilizes conversational intelligence in a variety of use cases. In this post, we’ll unpack the strategies and outcomes that drive a full-scale enterprise listening strategy.

Project Roadmap

A chart showing enterprise expansion with Authenticx

Patient-Centric Hub Quality at Scale

In the first six months of our partnership, we focused on increasing Hub quality scores while simultaneously reducing compliance observations.

Objectives

Elevate Full-Volume Hub QA Monitoring
Replace Survey-Based Quality Feedback
Align on Cross-Brand Shared Quality Metrics
Upskill Agents Via Coaching and Training

Results

Graphic of a laptop connected to six nodes, with four highlighted bullet points: scaled agent-specific QA monitoring to 100% of agents hub-wide, developed training and coaching collateral for specific call drivers and scenarios, improved quality metrics by nearly 20% and exceeded client’s overall quality goal of 95% within 3 months, and reduced compliance observations by 45% within 5 months.

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Incorporating the Eddy Effect™

As our partnership progressed, we used Authenticx AI to pinpoint and solve Eddies, or sources of customer friction.

Objectives

Assess Prevalence & Impact with AI Listening
Understand Root Causes & Leading Indicators
Address Brand Detractors and Negative Sentiment
Reduce Friction and Increase Pull-Through

Results

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Adopting the Insights Action Cycle

As insights and listening themes emerged, we utilized immersive Insights Sessions with Authenticx Storytellers to drive both understanding and action.

Objectives

Conduct Immersive Insights Sessions
Gain People, Process, and Tech Feedback
Arm Leaders with Tangible Opportunities
Uncover Brand and Competitive Insights

Results

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Cross-Brand Patient Journey Analysis

In the second year of our partnership, we took a qualitative, immersive approach to analyze all touchpoints throughout 5 patients’ CX journeys with Authenticx Patient Journey Analysis.

Objectives

Visualize the Entire Patient Journey
Get a Patient-Centric Understanding of Friction
Access Multiple Chronological Call Points
Address Patient Concerns Proactively

Results

Infographic with an icon of three people above a gear and three bulleted highlights: Authenticx completed an enterprise-wide, full-journey analysis using Speech Analyticx for all calls tied to five specific patients; gained a comprehensive understanding of friction points and opportunity areas affecting adherence rates; removed barriers and maintained positive sentiment through a single agent voice.

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About Authenticx

Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.

Want to learn more? Contact us!

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