Authenticx

Authenticx provides a conversational intelligence platform tailored specifically for the healthcare sector, including pharmaceutical companies, payers, and providers. The company was founded in 2018 by Amy Brown, who now serves as CEO. Brown's background includes two decades in the healthcare and insurance industries, and she holds a master's degree in social work. Her experience as a COO at a health insurance company revealed the challenge of systematically extracting insights from vast amounts of customer interaction data, which inspired the creation of Authenticx.

The firm operates on a B2B model, generating revenue by offering its AI-powered software platform to healthcare organizations. This platform aggregates and analyzes unstructured data from customer interactions such as calls, chats, and emails. Using artificial intelligence, machine learning, and natural language processing, the software transforms these conversations into structured, actionable insights. Clients utilize these insights to identify operational inefficiencies, understand patient frustrations, improve customer experience, and ensure compliance. For example, a Fortune 500 payer organization saw a 30% improvement in evaluation accuracy and increased its quality audit volume by 400% within a year of implementation. The company's client portfolio includes five of the top ten global pharmaceutical companies.

The platform's features include 'Speech Analyticx' for identifying themes, 'Smart Sample' for prioritizing key interactions, 'Smart Predict' for automated quality assurance, and 'Montage Builder' to create narrative stories from conversation clips. Authenticx also launched a generative AI solution built on a large language model trained specifically on healthcare conversations to proactively summarize interaction topics. The company has secured $29.8 million in total funding over three rounds, with the latest being a Series B round of $21.5 million in January 2023, led by Blue Heron Capital. This capital is intended to fuel innovation in machine learning, sales and marketing efforts, and business expansion.

Keywords: conversational intelligence, healthcare analytics, patient feedback, customer experience platform, AI in healthcare, voice of the customer, natural language processing, healthcare compliance, contact center analytics, patient journey mapping, quality management software, unstructured data analysis, pharmaceutical insights, payer solutions, provider support, customer friction, sentiment analysis, data-backed decisions, adverse event reporting, AI-powered coaching