• May 10, 2022

Authenticx Introduces Eddy Effect Dashboard

Authenticx, today launched the Eddy Effect Dashboard, a solution powered by machine learning and expert analysis to detect customer experience (CX) disruptions. The Eddy Effect aggregates customer experience data and uncovers disruptions in the customer journey that lead to customer dissatisfaction and attrition.

"The three pillars of healthcare (payers, providers, and pharma) are rapidly adopting digital transformation to enhance patient care. Unfortunately, the industry has an overreliance on survey data, thus overlooking the authentic customer voices flowing into healthcare organizations every day," said Amy Brown, founder and CEO of Authenticx, in a statement. "The Eddy Effect Dashboard disrupts the market and challenges how collecting customer feedback has always been done. In listening to what customers have to say via various communication channels, such as voice, chat, and email, and using data-backed storytelling to diagnose the patient experience, business leaders can make better, more informed decisions to address organizational concerns and improve customer interactions."

The Eddy Effect Dashboard allows CX teams to listen to unsolicited patient feedback at scale and includes visibility into the following areas:

  • Eddy Accuracy Monitors -- measures accuracy of machine learning models alongside expert human analysis in identifying Eddy Effect interactions;
  • Average Conversation Length -- tracks and monitors the length of conversations impacted by an Eddy compared to conversations that do not contain an Eddy;
  • Estimated Cost -- identifies disruptions inside the customer experience journey by determining the real cost the Eddy Effect is having on business; and
  • Change in Sentiment -- follows changes in sentiment during interactions to identify and target areas of disruption.

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