A top-ten life sciences company was looking to better mitigate risk and reduce compliance observations for their patient services call centers.
Authenticx in Action
The company started using Authenticx to monitor compliance across all customer interactions. Call audio files were analyzed by Authenticx’s Speech Analytic Engine™ on a regular basis and then SmartSampled™ for deeper evaluation by human analysts. The audio files that comprised the statistically valid SmartSample were identified using predictive analytics, which measured the likelihood that specific audio files contained compliance-related content.
By using Authenticx, compliance monitoring became centralized and streamlined across the enterprise. This made it easier to flag high-risk events, escalate critical errors, and get immediate context around what was driving risk.
Over the course of a year, the organization was able to:
- Reduce compliance observations by 50%
- Increase the volume of calls monitored by 45%
- Refine compliance requirements across nearly 45 different service lines