Healthcare systems are under immense pressure to improve patient experiences while simultaneously reducing costs and administrative burdens.  Healthcare organizations are finding innovative ways to listen at scale and unlock insights buried in patient conversations with the growing integration of artificial intelligence (AI). In a landscape where AI is often seen with skepticism, technologies that focus on real-world applications, such as conversational intelligence, are making a tangible difference. In fact, according to a recent study, AI applications in healthcare are expected to grow by 48.1% over the next five years, with a focus on improving patient engagement and operational efficiency.

So, how can AI-driven platforms like Authenticx help healthcare organizations turn patient conversations into actionable insights that drive reform? And what does this mean for the future of leadership in healthcare operations?

In this episode of I Don’t Care with Kevin Stevenson, the host dives deep into these questions with Amy Brown, Founder and CEO of Authenticx. Together, they explore how conversational data can transform decision-making in healthcare, how AI can be a tool for reducing physician burnout, and what "listening at scale" truly means for the industry.

Key Points:

• Conversational Intelligence at Scale: Authenticx’ AI-driven platform extracts insights from millions of patient interactions, turning unstructured data into valuable signals that healthcare leaders can use to improve operations.

• AI in Healthcare Leadership: Amy emphasizes that AI is not a one-size-fits-all solution but a tool to streamline administrative burdens and make the voices of patients more accessible to leaders across organizations.

• The Eddie Effect: A key innovation from Authenticx, this machine-learning model identifies patient “eddies”—where patients get stuck in their healthcare journey—helping systems address inefficiencies and improve care delivery.

Amy Brown is the founder and CEO of Authenticx, a leading conversational intelligence platform focused on the healthcare industry. With a background in social work and healthcare operations, Amy has spent over two decades working in managed care, pharmaceuticals, and health insurance. Before founding Authenticx, she held senior roles in state government, developing a deep understanding of systemic healthcare challenges. Amy is a recognized leader in healthcare innovation, particularly in the use of AI to improve patient engagement and operational decision-making.