venturebeat.com Open in urlscan Pro
192.0.66.2  Public Scan

Form analysis
2 forms found in the DOM

GET https://venturebeat.com/

<form method="get" action="https://venturebeat.com/" class="Search">
  <input id="search-input" class="Search__input GlobalNav__text" type="text" placeholder="Search" name="s" aria-label="Search" required="">
  <button type="submit" class="Search__submit" aria-label="Search submit button">
    <svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg">
      <g>
        <path fill-rule="evenodd" clip-rule="evenodd"
          d="M14.965 14.255H15.755L20.745 19.255L19.255 20.745L14.255 15.755V14.965L13.985 14.685C12.845 15.665 11.365 16.255 9.755 16.255C6.16504 16.255 3.255 13.345 3.255 9.755C3.255 6.16501 6.16504 3.255 9.755 3.255C13.345 3.255 16.255 6.16501 16.255 9.755C16.255 11.365 15.665 12.845 14.6851 13.985L14.965 14.255ZM5.255 9.755C5.255 12.245 7.26501 14.255 9.755 14.255C12.245 14.255 14.255 12.245 14.255 9.755C14.255 7.26501 12.245 5.255 9.755 5.255C7.26501 5.255 5.255 7.26501 5.255 9.755Z">
        </path>
      </g>
    </svg>
  </button>
</form>

GET https://venturebeat.com/

<form method="get" action="https://venturebeat.com/" class="Search Search--mobile Nav__section--active">
  <input id="mobile-search-input" class="Search__input GlobalNav__text" type="text" placeholder="Search" name="s" aria-label="Search" required="">
  <button type="submit" class="Search__submit">
    <svg width="24" height="24" viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg">
      <g>
        <path fill-rule="evenodd" clip-rule="evenodd"
          d="M14.965 14.255H15.755L20.745 19.255L19.255 20.745L14.255 15.755V14.965L13.985 14.685C12.845 15.665 11.365 16.255 9.755 16.255C6.16504 16.255 3.255 13.345 3.255 9.755C3.255 6.16501 6.16504 3.255 9.755 3.255C13.345 3.255 16.255 6.16501 16.255 9.755C16.255 11.365 15.665 12.845 14.6851 13.985L14.965 14.255ZM5.255 9.755C5.255 12.245 7.26501 14.255 9.755 14.255C12.245 14.255 14.255 12.245 14.255 9.755C14.255 7.26501 12.245 5.255 9.755 5.255C7.26501 5.255 5.255 7.26501 5.255 9.755Z">
        </path>
      </g>
    </svg>
  </button>
</form>

Text Content

Skip to main content
VentureBeat Homepage
 * Events
 * GamesBeat

 * Data Pipeline
 * The MetaBeat Event

 * Account Settings
 * Log Out

 * Become a Member
 * Sign In

VentureBeat Homepage

 * 
 * 

VENTUREBEAT

 * AR/VR
 * Big Data
 * Cloud
 * Commerce
 * DataDecisionMakers
 * Dev
 * Enterprise
 * Entrepreneur
 * Marketing
 * Media
 * Mobile
 * Security
 * Social
 * Transportation

FOLLOW

follow us on Twitter follow us on Facebook follow us on LinkedIn Follow us on
RSS

THE MACHINE

 * AI
 * Machine Learning
 * Computer Vision
 * Natural Language Processing
 * Robotic Process Automation

FOLLOW

Follow us on RSS

GAMESBEAT

 * Games
 * Esports
 * PC Gaming

FOLLOW

follow us on Twitter Follow us on RSS

EVENTS

 * Upcoming
 * Media Partner
 * Webinars

GENERAL

 * Briefings
 * Got a news tip?
 * Advertise
 * Press Releases
 * Guest Posts
 * Contribute to DataDecisionMakers
 * Deals
 * Data Pipeline
 * Jobs
 * VB Lab
 * About
 * Contact
 * Privacy Policy

×


JOIN THE VENTUREBEAT COMMUNITY


FREE: JOIN THE VENTUREBEAT COMMUNITY FOR ACCESS TO 3 PREMIUM POSTS AND UNLIMITED
VIDEOS PER MONTH.

Learn More


SIGN UP WITH YOUR BUSINESS E-MAIL TO CONTINUE WITH TICKET PURCHASE

Please wait...


SHARE

 * Share on Facebook
 * Share on Twitter
 * Share on LinkedIn

 * VentureBeat Homepage
 * Social Links
 * Briefings
 * Events
 * Profile


WHY CONVERSATIONAL AI IS AN EFFECTIVE LISTENING TOOL

Taryn Plumb@taryn_plumb
April 25, 2022 6:35 AM
 * Share on Facebook
 * Share on Twitter
 * Share on LinkedIn



Were you unable to attend Transform 2022? Check out all of the summit sessions
in our on-demand library now! Watch here.

--------------------------------------------------------------------------------



Unstructured data is by its very nature difficult to wrangle.  

But unstructured conversational data? It is one of the hardest sources of data
to manage, said Amy Brown, founder and CEO of business-to-business (B2B)
software-as-a-service (SaaS) startup Authenticx. 

1
/
1
Fireside chat: Harnessing the power of data and machine learning to unlock
transformative customer experiences
Read More

10.4K
1



Video Player is loading.
Play Video
Unmute

Duration 0:00
/
Current Time 0:00
Playback Speed Settings
1x
Loaded: 0%

0:00

Remaining Time -0:00
 
FullscreenPlayUp Next

This is a modal window.



Beginning of dialog window. Escape will cancel and close the window.

TextColorWhiteBlackRedGreenBlueYellowMagentaCyanTransparencyOpaqueSemi-TransparentBackgroundColorBlackWhiteRedGreenBlueYellowMagentaCyanTransparencyOpaqueSemi-TransparentTransparentWindowColorBlackWhiteRedGreenBlueYellowMagentaCyanTransparencyTransparentSemi-TransparentOpaque
Font Size50%75%100%125%150%175%200%300%400%Text Edge
StyleNoneRaisedDepressedUniformDropshadowFont FamilyProportional
Sans-SerifMonospace Sans-SerifProportional SerifMonospace SerifCasualScriptSmall
Caps
Reset restore all settings to the default valuesDone
Close Modal Dialog

End of dialog window.

Playback Speed

0.25x
0.5x
1x Normal
1.5x
2x
Replay the list
 * Powered by AnyClip
 * Privacy Policy


TOP ARTICLES







Fireside chat: Harnessing the power of data and machine learning to unlock
transformative customer experiences


“AI allows organization of this really messy data source,” Brown said. Still,
she said, “it takes a commitment and a desire to use that data source.”  

Conversational AI, often referred to  as natural language processing (NLP) or
natural language understanding (NLU), helps computers listen to, understand and
extract meaning from human language. These tools are rapidly being adopted
across enterprises as organizations look to improve customer experiences in an
increasingly digital age.  


EVENT

MetaBeat 2022

MetaBeat will bring together thought leaders to give guidance on how metaverse
technology will transform the way all industries communicate and do business on
October 4 in San Francisco, CA.

Register Here

According to Allied Market Research, the global conversational AI market was
$5.78 billion in 2020 and is expected to grow to $32.62 billion by 2030 –
representing a compound annual growth rate of 20%.  

“For someone who’s just exploring for the first time conversational intelligence
or conversational AI, I would say that it’s like listening at scale,” said
Brown. “It’s listening to a bidirectional conversation. AI allows us to pull out
at scale big themes that leaders may want to dive deeply into.” 


A HEALTHY LOOK AT CONVERSATIONAL AI 

Catered to health insurers, health and hospital systems and pharmaceutical
manufacturers, Authenticx’s platform uses conversational AI to aggregate and
analyze customer interactions at scale. This includes performing automated topic
identification and rule-based classification, targeted evaluations, ML
autoscoring and data visualization. Used collectively with real-life call
montages, this helps to build context around conversations, identify big
thematic issues and target strategic planning, Brown said.  

Most interactions with contact centers involve product or service complaints or
compliments, but they also indicate when a customer is “stuck in their journey,”
Brown said. Authenticx has trademarked a term for this: The Eddy Effect. This is
named after the process of eddies – swirls of water – that form around
obstructions in a current. Brown calls it “one of the worst brand experiences
possible.” 

The goal is to get them unstuck and use the broad range of data beneath to
identify and diagnose problems: Was the issue driven by the claims process? Was
it driven by the scheduling process? What are the underlying processes that are
broken?  

Brown pointed to one Authenticx client that had implemented a new chat function
to streamline customer service and reduce incoming calls. But once it was rolled
out, call volume didn’t decrease. By applying conversational data, Brown
explained, they were able to determine that users got stuck because they simply
couldn’t figure out how to navigate the chat.  

“Listening allows you to diagnose and then to follow whether or not the changes
you’re implementing are actually having the intended effect,” Brown said. “So,
by ongoing listening, you can keep listening and ask, ‘What’s the next thing
that we should be listening for?’”  

Conversational AI also helps companies assess the effectiveness of their contact
center representatives and audit their regulatory compliance.  

Brown noted that the U.S. healthcare system is the most expensive in the world
yet has the worst outcomes in the world – largely because it has built in this
“maze of complexity” into its administrative aspects.  

“If we listen well enough,” she said, “we can understand how to streamline, how
to create a better experience and how to start to reduce the administrative
costs of our system and hopefully start to drive better outcomes.”  


DON’T THINK OF CONVERSATIONAL AI AS A COST CENTER

Another inherent issue across enterprises is the perception of customer service
contact centers as cost centers. They should instead be considered a sales and
marketing part of the business, Brown said. The conversations being aggregated
are providing insights that could directly inform marketers about how they can
message more effectively or improve their website and other platforms. It also
gives them affirmations about what they’re doing right via positive feedback.  

Marketers pay millions of dollars every year for customer surveys and
interviews, when “conversational data has testimonials literally happening every
day,” Brown said. “It’s a marketer’s dream.” 

That’s not to mention that surveys are inherently skewed, she said. They only
tap a fractional amount of a customer base and questions are biased because
they’re asked within a company’s own paradigm. “It’s the concept of unsolicited
feedback that is available at our fingertips, if we only listen to the data that
we already own.”  

A trained social worker, Brown started Authenticx in 2018 after spending 20
years in a range of public and private sector healthcare roles, including public
relations, policy development, quality improvement and insurance operations.   

“I knew there was tons of value within these customer conversations, it was just
really hard to extract and surface,” she said.  


LISTENING IS KNOWLEDGE

The company has assembled a diverse team of social workers, nurses and customer
experience professionals with experience in healthcare. “So, when they’re
listening, they’re listening with knowledge,” Brown said.  

An organization with just a “homogenous type of human being” is training its AI
to have bias. “We’re working very hard to have models that are as inclusive and
unbiased as humanly possible,” Brown said. “AI is only as good as the training
data and the training data is trained by human beings.” 

The fast-growing startup expects to raise a series B round by the end of the
year and plans to expand its reach eventually to other healthcare areas
including retail pharmacy and telehealth, care management and long-term care.
But overall, the intent is to stay in healthcare because there is still so much
to do in the space, Brown said.  

“The beauty of conversational intelligence is that you can start to listen from
the perspective of your customer,” she said. “And so, you’re just going to get a
much more authentic version of the truth.” 

VentureBeat's mission is to be a digital town square for technical
decision-makers to gain knowledge about transformative enterprise technology and
transact. Learn more about membership.




METABEAT 2022

Join metaverse thought leaders in San Francisco on October 4 to learn how
metaverse technology will transform the way all industries communicate and do
business.

Register Here




TRANSFORM 2022 ON-DEMAND

Did you miss a session from Transform 2022? Head over to the on-demand library
for all of our featured sessions.

Watch Now


JOIN FORCES WITH VENTUREBEAT AT OUR UPCOMING AI & DATA EVENTS

Sponsor VB Events
 * VentureBeat Homepage
 * Follow us on Facebook
 * Follow us on Twitter
 * Follow us on LinkedIn
 * Follow us on RSS

 * VB Lab
 * Briefings
 * Events
 * Special Issue
 * Product Comparisons
 * Jobs

 * About
 * Contact
 * Careers
 * Privacy Policy
 * Terms of Service
 * Do Not Sell My Personal Information

© 2022 VentureBeat. All rights reserved.

×

We may collect cookies and other personal information from your interaction with
our website. For more information on the categories of personal information we
collect and the purposes we use them for, please view our Notice at Collection.