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How to Overcome Patient Obstacles with Conversational Intelligence

In this special guest feature, Amy Brown, Founder and CEO of Authenticx, discusses speech analytics in healthcare. Amy built her career as a rising executive in the healthcare industry, during which time she advocated for underserved populations, led and mobilized teams to expand healthcare coverage to thousands of Indiana residents, and learned the nuance of corporate operations. In 2018, she decided to leverage her decades of industry experience to tackle healthcare through technology. Amy founded Authenticx with the mission to bring the authentic voice of the patient into the boardroom and increase positive healthcare outcomes.

Patient experience is more than just routine, in-person visits, it also includes interactions with healthcare administrators, customer service representatives, and digital portals or apps.   Similar to other industries, healthcare is recognizing there is enormous value in leveraging speech analytics to better understand the needs of their patients. In daily conversations, patients are sharing feedback that is critical in understanding how they view an organization and to pinpoint sources of friction.

Unfortunately, the industry is riddled with outdated methods of collecting patient feedback, causing organizations to lose valuable insight daily. Net promoter scores (NPS) and Customer Satisfaction Surveys (CSAT) provide organizations with a high-level and skewed, overview of patient satisfaction but fail to include context or speed to resolution. As a result, providers can’t appropriately analyze interactions, draw actionable insights, or solve organizational problems.

Technology like artificial intelligence (AI), conversational intelligence and speech analytics can help identify underlying concerns. However, these technologies rely on an organization’s ability to listen. Listening helps identify context in conversations, build a customizable data approach, and prioritize action following observations to improve the patient experience.

Listen and Learn

Unsolicited patient feedback happens every day inside of your recorded interactions, and it is a gold mine of information. How organizations gather this information is key to understanding patient emotion, perceptions and intent. Conventional means of collecting data, like NPS and CSAT surveys, leave room for providers to make assumptions about the patient experience, which can result in healthcare leaders creating ineffective processes and methods to meet patient needs.

Speech analytics provides an organization with the opportunity to hear a patient’s voice directly, collect meaningful insights, and identify areas where they can improve. With these insights, healthcare organizations can respond by tailoring product launches, crafting messaging and initiatives that relieve pain points, and better align with patient expectations.

Identify Necessary Context

Conversations between patients and customer service representatives tell the tale of customer needs, frustration, and satisfaction. The context within conversations allows an organization to learn and improve its processes. Context, however, can’t surface on its own.

Data from a conversational intelligence platform provides a starting point, but requires additional effort from healthcare organizations, providers, and customer service managers to make a lasting impact on improving patient experience. By listening to customer voices and extracting meaningful insights, providers can identify needs and establish a strategic vision for future growth opportunities.

Build Comprehensive Customization

Data sets are not one-size-fits-all. Organizations can customize their approach to extract the data most relevant and useful to them. This can include strategically asking patients about their questions and concerns or selecting a topic of focus. Additionally, investing in AI that is healthcare-specific has enormous potential to improve automation and accuracy in aggregating and evaluating conversations.

Customizing the approach will make it easier to mine data from a conversational intelligence platform and identify trends from a large sample size. When providers can easily identify threats and opportunities, they are more likely to better connect with and understand their patients.

Prioritize Impactful Action

Organizations are eager to improve the patient experience.  By leveraging conversational intelligence data, they can create a plan of action that monitors progress and adapts to incoming feedback that comes directly from patient voices.

Action plans often include updating internal and external messaging, reevaluating existing processes, and improving patient interactions. Actively responding to customer feedback sparks opportunities for organizational growth, both in strategic planning and customer retention.

Adapting to change in healthcare can be difficult, especially when new technologies replace traditional processes. However, technology is critical in maintaining an organization’s operations and improving the patient experience. Conversational intelligence can reduce costs, predict behavior, and help create strategic approaches to business and customer service.

For healthcare providers, leveraging conversational intelligence can mean identifying and gaining a better understanding of how social determinants of health are impacting their patient populations or gathering insights on how to continue to enhance their digital strategy and accessibility.

Organizations must listen and learn from patients’ voices to gather insights, customize their approach and facilitate change and growth.

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