Authenticx
Authenticx is the new standard for humanizing conversational intelligence in healthcare by analyzing millions of customer interactions (like voice, chat, or emails) to surface immersive and intelligent insights at scale. Beringea U.S. invested in Authenticx in 2023 as part of a $20 million Series B funding round with plans to use the capital infusion to further innovate in machine learning and product engineering, fuel sales and marketing efforts, and continue to expand the business.
Helping humans understand humans
After spending two decades working in a variety of settings across the healthcare and insurance industries, Authenticx founder and CEO Amy Brown saw firsthand the often-missed opportunity that healthcare organizations held with their internal data. As the COO of an insurance company, she knew that operations departments housed customer interaction records that could help grow revenue and improve profitability by elevating the voice of the customer. The challenge: there was no systematic way to pull that information together in a meaningful way for all parts of the healthcare enterprise. In 2018, she founded Authenticx to use AI and natural language processing to discern insights from the recorded customer interactions that are already occurring – calls, emails, or chats – and reveal important information for all parts of the healthcare enterprise, enabling them to make better business decisions.
A platform leveraging conversational intelligence
The platform is a multi-user, multi-tenant application that enables clients to perform activities in three different business domains: Compliance, Quality, and Marketing Insights. Using artificial intelligence, machine learning, and natural language processing technology, Authenticx leverages conversational intelligence to enable a robust platform that draws meaning from unstructured data to answer questions, provide quality service, or enhance customer support. The Authenticx platform utilizes transcription, rule-based classification, and machine learning models built specifically for healthcare. Authenticx makes it possible to combine existing customer interactions across call center data, texts, chats, emails and more into a single source of truth. The platform can categorize and tag existing data to give it structure. Less time organizing the data means more time to uncover hidden feedback and enables users to share actionable, multi-sensory insights across the organization.
Evolving solutions designed to improve customer outcomes and increase efficiency
Driven to provide the best conversational intelligence product, the company added new features to its robust platform, including the Eddy Effect Dashboard and a quality management solution. The Eddy Effect Dashboard combats the complexity of healthcare with actionable feedback in a single performance analytics dashboard by tracking impactful metrics across the organization to eliminate waste and improve customer outcomes. The dashboard enables customer experience teams to listen at scale to unsolicited feedback, identify obstacles impeding the customer journey and provide teams with the insights to tell data-backed stories and improve CX. Authenticx’s quality management solution empowers organizations to auto-score contact center conversations, identify areas of improvement and opportunity, reduce agent onboarding time, increase efficiency and deliver better CX.
