Authenticx has expanded its Pharmacovigilance AI Solution to automate downstream safety workflows for pharmaceutical manufacturers. The platform now pre-populates configurable pharmacovigilance forms using data from patient-service conversations and routes records into existing systems for human review. The solution analyzes interactions between manufacturers' patient services teams and patients, flagging potential safety events and structuring relevant details for review. Trained pharmacovigilance professionals retain responsibility for case qualification and regulatory submissions. In a published case study at a global pharmaceutical manufacturer, the AI reduced manual adverse event and product complaint review by approximately 90% and achieved 99% accuracy across more than 372,000 interactions. The expanded capabilities include AI-assisted form population, configurable human oversight, and system-of-record delivery to platforms like Oracle Argus, Veeva, and Salesforce. The features are available now.

Authenticx Launches Healthcare-Specific AI for Contact Center. by Jasmine Pennic 03/11/2025 Leave a Comment. What You Should Know: – Authenticx, a conversation intelligence platform for healthcare organizations, has unveiled new functionality within its automated quality management solution. – The new functionality leverages a Mixture of Experts (MoE) machine learning technique to transform contact center quality assurance and management, bringing unprecedented efficiency and insight to healthcare organizations.Transformative Results for Healthcare PayersThe purpose-built solutions, utilizing MoE methodologies, deliver faster results and richer insights for healthcare call centers. The new features address the long-standing challenge of manual agent performance scoring, a process that is often time-consuming, subjective, and unsustainable as call volumes and budget constraints fluctuate. Authenticx’s solution tackles these issues by automating evaluations with purpose-built AI capabilities, providing a scalable and objective approach to quality management.A Fortune 500 payer organization experienced remarkable improvements after implementing the Authenticx solution. Within a year, they achieved:A 30% improvement in evaluation accuracy and agent-specific coaching initiatives.A 400% increase in total QA audit volume.This launch builds on Authenticx’s ongoing commitment to AI innovation, following the recent release of its AI-powered, in-app assistant.“Healthcare contact centers are drowning in patient interactions, facing mounting pressure to improve experiences and outcomes, while avoiding cost,” said Amy Brown, founder and CEO of Authenticx

Amy Brown, Founder & CEO of AuthenticxThe digital era presents healthcare leaders with a formidable challenge: a tidal wave of online health misinformation shaping patient behaviors and decisions. A single viral social media post can ignite widespread confusion, driving patients to pursue treatments, medications, or services that may—or may not—relate to their condition or patient journey. Healthcare organizations then scramble to manage surging call volumes, strained resources, frustrated patients, and a compromised healthcare experience.The solution to combating misinformation lies in conversational intelligence powered by speech analytics. By capturing and analyzing interaction data across channels like call centers, websites, and mobile apps, conversation data provides an invaluable window into the patient mindset. Healthcare leaders can leverage these insights to detect emerging trends, identify pain points, and ultimately help patients navigate the complex web of online information.Combating Misinformation in Real-TimeThe prevalence of health misinformation is staggering. A JAMA Health Forum study found that one in 20 COVID patients used questionable treatments championed by groups spreading misinformation online