Excellence   |   Speech Analytics

Speech Analytics

USCB’s speech analytics platform leverages Artificial Intelligence and machine learning to capture, transcribe and reveal insight from 100% of your patient interactions. Automated scoring with sentiment analysis and sensitive data redaction creates awareness at scale with evidence to more effectively drive patient experience, contact center optimization, representative effectiveness and risk mitigation performance. Ease of access to actionable contact analytics allow us to increase the efficiency and effectiveness of our Representatives.

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Our Speech Analytics can quickly identify areas for efficiency gain by allowing the analysis of acoustic data such as silence and call duration by factors such as representative and/or topic area. Being able to find these areas of inefficiency on calls allows USCB to immediately address these items and realize an increased ROI. Timely and reinforced feedback allows USCB to maintain successful collection behaviors.

Speech Analytics help motivate improvement to the patient experience by:

  • Driving a consistently higher level quality service delivered by the representatives
  • Providing the ability to analyze experiences which drive up or down customer satisfaction
  • Exposing previously unknown areas which are affecting patient dissatisfaction

Other automated processes include but are not limited to:

  • Scheduling and assigning accounts to representatives across multiple locations
  • Enable representatives to work an account in one continuous path
  • Prioritize accounts
  • Administer tactical collection procedures
  • Monitor accounts and performance
  • Expedite detailed, summary, and ad hoc reporting
  • Implement client-specific work standards
  • Customize client remittance requirements
  • Customize screens to suit unique needs
  • Utilize built-in help screens and online tutorials
  • Create custom management reports

USCB has the capability and the capacity to monitor and extract data from every single patient interaction our representative(s) will have. We’re able to monitor numerous behaviors including:

  • Politeness
  • Payment Language
  • Representative Ownership
  • Understandability
  • Empathy
  • Hold Language
  • Compliments
  • Repeat Contact
  • Transfer Language Escalations
  • Plus another 30+ Categories