Customer service calls often start and end at the operator’s headset, but there is so much untapped data from these conversations that could be used to improve business systems on a holistic level. Today’s guest, Amy Brown has seen the value of unlocking conversational data to improve healthcare systems across the country, and as the Founder and CEO of Authenticx, she has taken giant strides towards accomplishing this goal.

Authenticx is an AI-powered platform that makes it possible for healthcare organizations to have a single source of conversational data, creating powerful and immersive customer insight analysis that informs business decisions. In today’s conversation, Amy explains why she founded Authenticx, what the company does, and why her business is important for healthcare.  We also learn about how the company uses machine learning in its processes, the challenges of working with conversational data, how Authenticx upholds a high ethical standard, and how the impact of its technology can be measured across healthcare systems nationwide. After sharing some important advice for other leaders of AI-powered startups, Amy explains why Authenticx will be a key player in healthcare for the foreseeable future. 

“That’s really what I’m trying to get at; using technology to help explain customer and consumer perception of their care, and using that; putting that to work for the healthcare industry so it can start to improve its systems in a way that allows patients and consumers to actually get a better outcome.” — Amy Brown

“Our data team has had to become extremely proficient at dealing with all kinds of messy data.” — Amy Brown

“We’ve hired a diverse group of human beings because we want to make sure that we’re inclusive in our interpretations of what’s happening in these conversations.” — Amy Brown

“You can never eliminate all bias – we would never purport of doing that – but we can be very intentional about how we train the data.” — Amy Brown

“[The] dream scenario is that the healthcare system in this country starts to make room for and evolve in how it makes its business decisions to include the voices of their customers as a key source of insight, intel, and data.” — Amy Brown

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