AI Contact Center Intelligence Market Map: Mining for data gold
This is part of Elion’s weekly market map series where we break down critical vendor categories and the key players in them. For more, become a member and sign up for our email here.
For many healthcare organizations, the contact center is a veritable data gold mine—and for many, the potential patient’s first (or last) interaction with the organization. Improvements here can have massive impacts both across revenue efficiency and patient experience.
The challenge is capturing and interpreting the massive volumes of unstructured data the contact center creates. While quantitative feedback via post-call surveys can be useful, AI promises so much more. For example, AI can monitor patient calls for tone of voice and language to score calls in real time or automatically identify patterns in negative calls and surface action items for manager review.
AI contact center intelligence tools are focused on giving contact center leaders a better understanding of the performance of their teams and the satisfaction of their customers. Specifically, they offer:
Trend identification, particularly issues driving poor experiences
Measurement of customer sentiment
Analysis of team performance and drivers of outcomes
Prediction of call center volume and scheduling
Generated recommendations, customized by team or by person, to drive impact in contact center performance metrics
All-In-One vs. Add-On Solutions
As with other contact center solutions we’ve covered (such as AI agent assistants and AI conversational chat), many of these solutions are bundled together. Some offer an omnichannel contact center product, whereas others pair AI contact center intelligence with agent assistants, but would function as an add-on to a pre-existing contact center platform.
All-In-One Solutions:
Agent Assistant + Intelligence:
Contact Center Intelligence Only:
*Denotes products designed specifically for healthcare use cases.
Contact Center Solutions for Clinicians?
Within this category there is one further distinction: solutions designed specifically for healthcare use cases, vs. those that are vertical-agnostic. Some of these vendors handle healthcare-specific workflows such as scheduling or prescription refills (Hyro and Weave) while others offer standard contact center workflows but are designed for healthcare usage with features like HIPAA-compliance or AI trained on healthcare language (Authenticx, BirchAI).
There is a third category, though, that offers an interesting glimpse into where AI in healthcare may be headed: leveraging contact center-like solutions for clinical workflows. Only time will tell whether vendors such as Laguna Health (for care management teams) and Verbal (a virtual care co-pilot of sorts) might serve a necessary function not yet managed by existing contact center solutions.