AI-powered conversation data reshapes healthcare: Authenticx report
INDIANAPOLIS, UNITED STATES — Authenticx, a leader in healthcare analytics, has released its 2024 Customer Voices in Healthcare Report, demonstrating how conversation data is reshaping the healthcare industry. By leveraging artificial intelligence (AI), healthcare organizations are addressing patient care obstacles and enhancing customer experiences.
Understanding the “Eddy Effect” in healthcare
The Eddy Effect, a key focus of the report, identifies disruptions in the customer journey that create friction, much like an eddy in a river. This friction can lead to patients seeking new care, switching medications, or stopping therapy altogether, impacting both business revenue and patient health outcomes.
Authenticx’s research revealed that 46% of Eddy Effect conversations were due to delayed or prevented care, with prior authorizations, form submissions, and technology challenges being the top culprits.
Using AI for data-driven healthcare improvements
Authenticx’s analysis of over 300 million healthcare conversations using AI models has shown that organizations utilizing conversational AI have decreased customer friction by 28% compared to the 2021 average Eddy Effect rate. This reduction in friction is crucial for improving patient experiences and operational efficiency.
Amy Brown, founder and CEO of Authenticx, emphasized the importance of conversation data: “Conversational AI is a powerful tool to help healthcare leaders identify frustrations, improve experiences, and lower costs. Customer conversations are a treasure trove of raw, renewable insights that organizations can harness to guide strategic decisions, business objectives, and improvements in patient care.”
Tackling administrative burdens in healthcare
The report also highlights the administrative burdens faced by healthcare providers, which are exacerbated by process oversights and duplicative efforts. These challenges create a domino effect, leaving patients and providers entangled in a complex system.
By identifying and resolving these disruptions, healthcare organizations can streamline operations and enhance patient care.
The future of healthcare innovation
Authenticx’s report underscores the potential of AI and conversation data to transform healthcare. By listening to customer voices at scale, organizations can make informed, strategic decisions that improve patient outcomes and operational efficiency.
As Brown noted, “The impact of AI in healthcare is being felt, and we’re just starting to break down the barriers for further understanding. Pairing AI insights with human expertise will only lead to more efficiency, customer retention, and groundbreaking care as we continue to innovate.”
