Voice Tech: How Well Are You Listening To Your Customers? (Amy Brown, Authenticx)

Voice could be called one of the exciting new avenues for medicine and healthcare: first, it is seen as a potential optimization tool, if we used voice tech instead of typing data into software. A few months ago, Julia Hoxha, the CEO of Zana explained how her European startup that provides healthcare organizations with the technology to design and to deploy their own chatbot and voice assistants. In the future, we might discover biomarkers in voice. After all, all the characteristics of voice - how loud or how quiet we speak, what tone do we use, how fast or slow we talk - all these characteristics probably have a correlation with something. But what about starting with something much simpler? Analysing voice recordings that already exist? US company Authenticx listens, analyzes, and activates customer voices. The AI-based software analyzes millions of conversations patients have with customer support agents through phone calls or emails. By analysing these conversations, it unveils recurring trends that healthcare organizations use to make informed, proactive decisions for improved workflows and care. 

In this discussion you will hear from Amy Brown, executive with 20 years of public and private sector experience in health care public relations, startup management, policy development, quality improvement and insurance operations.

Enjoy the show and browse through other episodes on: facesofdigitalhealth.com