Authenticx, the leading healthcare platform for gathering customer feedback, has unveiled its 2023 Customer Voices in Healthcare Report. This groundbreaking report showcases how healthcare organizations are utilizing artificial intelligence (AI) tools to revolutionize customer listening.
In the fourth edition of the report, Authenticx highlights the significant impact of AI across the healthcare industry. It identifies specific areas where AI implementation enables solutions for healthcare providers. Additionally, the report outlines various use cases where AI is driving positive outcomes for both organizations and their customers.
According to Amy Brown, the founder and CEO of Authenticx, “We’re witnessing an unprecedented expansion of AI applications in healthcare. It is crucial for organizations to understand the challenges their customers face and how AI can provide valuable insights. However, these insights are incomplete without incorporating the actual voices of customers. By implementing AI, healthcare organizations can enhance their understanding of customer needs and drive meaningful change.”
Authenticx’s analysis of hundreds of millions of healthcare-focused conversations in 2023 reveals key findings related to the “Eddy Effect,” a disruption that hinders customers from finding resolutions for their issues. The report identifies communication among humans, technology breakdowns, and confusion surrounding processes and procedures as the three overlapping drivers of the Eddy Effect. The analysis also reveals that 21% of client interactions were impacted by the Eddy Effect, with nearly half of these disruptions leading to delayed or prevented patient care. Furthermore, Eddy Effect occurrences resulted in call lengths lasting an average of almost 10 minutes.
Conversations affected by the Eddy Effect predominantly involved process breakdowns (80%), followed by people-related issues (35%), and technology issues (11%). A highlighted use case showcased that 80% of evaluated calls resulted in potential brand detractors.
The report emphasizes that insights uncovered through AI-enabled customer listening can enhance the human experience in healthcare. By producing reliable and actionable insights, AI empowers healthcare professionals to elevate patient care, reduce costs, and deliver a superior customer experience. Organizations utilizing conversational intelligence to understand their customers have observed a 25% increase in first-call resolution rates and a 10% decrease in customer churn.
Healthcare leaders can leverage listening at scale with AI to make strategic decisions that drive positive business outcomes. To access the full 2023 Customer Voices Report and discover how Authenticx empowers healthcare organizations to improve the customer journey, visit their website.
In related news, Authenticx recently announced $20M in series B funding to further enhance the customer journey. The company is committed to investing in Conversational AI with the addition of a Chief Product Officer.
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