Improving Patient Experience

Improving the patient experience with CallMiner

The CallMiner Eureka conversation intelligence platform delivers insight that empowers healthcare organizations to increase patient satisfaction and drive business improvement.

Delivering world-class patient experiences

The field of healthcare is rapidly changing. Value-based reimbursement, price transparency, and increasing competition have given patients more options for where and how to seek care. As a result, healthcare organizations large and small are focused on improving patient experiences as a way of attracting and retaining customers and remaining competitive.

Improving the patient experience requires insight into how patients feel about their interactions with healthcare providers as well as communication around follow-up, scheduling, billing, and filling prescriptions. To better understand how patients experience these interactions, some organizations turn to sample-based surveys like CAHPS, LeapFrog, and Press Ganey. But these solutions offer insight into only a small fraction of interactions, and usually only for patients who feel very happy or very dissatisfied.

CallMiner offers a better alternative. The CallMiner Eureka conversation intelligence platform captures and analyzes 100% of patient conversations to reveal deeper insight into the patient experience, helping organizations with improving patient satisfaction.

Six Trends Transforming Healthcare and Patient Experience

How conversation intelligence can improve patient experience

Conversation intelligence uses AI and machine learning to capture interactions between patients and medical call centers, for example, converting unstructured information in these conversations into structured data that can be searched and analyzed. When used as patient experience software, conversation intelligence can analyze phone interactions as well as text-based interactions in medical portals, email, chat, web, and other channels. Advanced platforms like CallMiner also offer acoustic analysis of conversations that can provide a highly accurate understanding of the emotional drivers behind a speaker’s words and behavior.

By combining data from every patient interaction across multiple channels into a single view, conversation intelligence can help healthcare organizations understand a patient’s experience in real time, and well as in aggregate throughout their patient journey. Armed with this information, organizations can take concrete steps for improving the patient experience in hospitals, doctors’ offices, and in all the interactions that surround medical care.

The CallMiner Eureka conversation intelligence platform

CallMiner provides the industry’s most comprehensive conversation intelligence platform. By analyzing omnichannel customer interactions at scale, CallMiner helps organizations to mine every conversation for a deeper understanding of the wants, needs, opinions, and experiences of patients.

The CallMiner Eureka conversation intelligence platform offers a speech-to-text engine that combines deep neural networks and machine learning to achieve extraordinary levels of transcription accuracy along with sentiment and emotion analysis. Automated categorization merges keyword and phrase identification with tempo of speech, silence, agitation, and topic mapping to generate critical insights and actionable intelligence.

The CallMiner platform offers a set of solutions that include:

• Analyze. As the control center for the Eureka platform, Analyze provides root-cause analysis and omnichannel journey mapping that scores performance, tags transcriptions with sentiment and emotion, and delivers insights that drive business growth.

• Alert. This product offers real-time guidance and next-best actions for supervisors and agents to turn around potentially negative customer experiences, delivering better outcomes and reducing the risk of fines or legal action.

• Coach. Automated scoring, data-based feedback, and progress monitoring help supervisors in medical or health insurance call centers to build cultures of improvement and persistent optimization, enhancing agent performance and improving patient experiences.

• Capture. This technology collects high-fidelity, dual-channel audio separated by speaker to enable the most accurate transcription and analysis.

• Visualize. With this CallMiner product, organizations can visualize data in interactive, easy-to-use interfaces that make it simple to drill down into the detail of a single agent or patient.

• Redact. To protect patient privacy and ensure HIPAA compliance, Redact automatically identifies and removes sensitive numeric data and personally identifiable information from conversations and transcriptions.

Improving patient experiences at multiple levels

The CallMiner Eureka platform offers tools for improving the patient experience and driving business improvement in a variety of ways.

Patient engagement teams can measure and score the behavior of agents as well as their adherence to protocol, providing the tools agents need for self-improvement. Automated feedback can help agents and their supervisors drive rapid performance improvements and avoid the kind of problems with interactions that can create negative experiences.

For contact center managers, CallMiner’s conversation intelligence can help improve call routing, optimize call flow, reduce silence, and increase first call resolution. These improvements ultimately help reduce costs and improve outcomes for patients.

Real-time feedback and guidance allows agents to better serve patients and to escalate conversations to the right people at the right time. When a conversation reveals an at-risk medical situation, CallMiner can automatically alert agents to escalate calls to an appropriate healthcare practitioner.

Finally, revenue cycle management teams rely on CallMiner to identify confusion around billing and obstacles to payment, improving patient experiences with billing and enhancing RCM processes and agent training.

Why CallMiner?

The CallMiner Eureka conversation intelligence platform delivers insight faster than any solution on the market. Powered by AI and machine learning, our analytics engine correlates text-based and audio interactions, even when those channels are not integrated. By enabling organizations to analyze customer interactions at scale, CallMiner helps connect the dots between human understanding and the tangible action needed to turn insight into business improvement.

Our conversation intelligence technology is built on 2 decades of innovation as well as billions of hours of mining customer conversations for insight. We empower organizations to pivot quickly, decide intelligently, and improve exponentially. That’s why CallMiner is the choice of the world’s leading organizations across retail, insurance, financial services, healthcare, travel, hospitality, and many other industries.

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Frequently asked questions.

The patient experience is the sum of all the interactions that patients have with a healthcare organization. Experiences include everything from care received in hospitals, physician practices, and other facilities to the communications around follow-up care, billing, scheduling appointments, filling prescriptions, and getting answers to questions.


When it comes to improving patient experiences, healthcare organizations must understand how patients feel about their interactions with the organization and the care they receive. Sample-based measurements like surveys provide some value, but these approaches are inherently limited and tend to offer highly polarized results. Conversation intelligence platforms like CallMiner Eureka provide the tools to capture and analyze 100% of conversations between patients and healthcare organizations, delivering deeper insight into the quality of patient experiences and the drivers of patients’ decisions and opinions.


Conversation intelligence is technology powered by AI and machine learning that can capture voice and text-based interactions between an organization and its customers and call center agents. A conversation intelligence platform like CallMiner Eureka turns the unstructured information in customer interactions into structured data that can be searched and analyzed for insight. Conversation intelligence technology can provide detailed analysis post-interaction as well as real-time insight and next-best-action guidance during conversations to improve outcomes.


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This is the number one thing we wanted; something automated to understand the patient experience in a faster and more accurate way. Before CallMiner, we were doing patient surveys and manual quality assessments, and that just doesn’t offer the same level of actionable insights.

Sabine Harrison

Contact Center Director, Kelsey-Seybold Clinic