Real-Time Support: A New Era in Healthcare

Authenticx, a leading conversational intelligence platform for healthcare organizations, has introduced a new agent support solution on the Salesforce AppExchange. This application integration enables healthcare organizations to provide their call center agents with real-time spoken insights, AI-generated summaries of previous customer interactions, smart redirects, and AI-supported in-call guidance designed to understand the complexities of healthcare conversations.

Authenticx's products are specifically designed for use in healthcare; artificial intelligence has been trained and developed to understand clinical language and the complexities of patient experiences. As a result, leaders can rely on higher accuracy and reliability of outcomes.

With full integration into the agent dashboard, agents can view past context, real-time guidance, and suggested next steps that will enhance patient experiences and operational efficiency. This solution offers healthcare organizations a more comprehensive way to assess individual call center agent performance and trends across the team, while making feedback more actionable.

Eric Prugh, Product Manager at Authenticx, stated, "Agents are expected to provide extraordinary support, especially in complex conversations in healthcare." He added, "The availability of Authenticx on Salesforce removes barriers to accessing information and truly enhances the patient experience by providing real-time, compliant, and effective support."

With Authenticx, healthcare teams have the ability to provide context-rich insights and customized guidance delivered directly to the agent's desktop to improve every patient interaction.

Real-time, compliant guidance ensures consistent, accurate, and patient-centered responses. Automated summaries and insights are displayed directly on the agent's dashboard, enhancing speed and focus. The on-demand AI assistant provides context-aware support during every interaction.

Salesforce AppExchange is a leading enterprise marketplace for partner applications and experts. Since its launch in 2005, it has included over 9,000 applications and experts and has more than 14 million customer installations. AppExchange connects customers of all sizes and industries with ready-to-use or customizable applications and Salesforce-certified consultants to solve business challenges.

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