Transforming Quality Assurance Through AI Automation
From Manual Sampling to 100% Coverage in 30 Days
The Pursuit of 100% Coverage
UMCC maintains rigorous standards for patient interaction and compliance. While industry standards often rely on random sampling for Quality Assurance (QA), UMCC sought to transcend these baselines.
Their goal was to move beyond the constraints of traditional sampling to achieve total visibility into every patient interaction.
Areas for Optimization
- Enhanced Visibility
The goal was to move beyond the constraints of traditional sampling to achieve total visibility into every patient interaction.
- Optimizing Human Talent
Their QA specialists were spending valuable time on repetitive data gathering. The vision was to shift these experts away from manual checklist monitoring and toward high-value coaching and strategic staff development.
- Accelerating Feedback Loops
To maintain agility, the time needs to be shorten between a customer call and the feedback provided to the agent, ensuring continuous, real-time improvement.
Agentic AI Compliance Auditor
CloudRedux deployed a custom Agentic AI Solution designed to seamlessly integrate with the existing infrastructure. This system acts as an "always-on" auditor that supports the human team by handling the heavy lifting of data processing.
The "Agentic Audit" Workflow:
Ingest (The Ears)
The Agent automatically fetches audio recordings from the IVR system.
Input: WAV AudioTranscribe (The Translation)
Utilizing advanced Speech-to-Text technology, that converts voice data into structured text with high-fidelity accuracy.
Output: JSON TranscriptionReason (The Brain)
The Agent Performs A 20-point Cognitive Audit On Every Call:
- Did The Staff Greet Correctly?
- Was The Tone Empathetic?
- Did they create a sense of urgency?
- Were All Patient Questions Addressed?
- Was The Pricing Communicated Accurately?
- Did The Staff Follow Compliance Protocols?
Act (The Output)
The system generates detailed performance reports, flags potential coaching opportunities, and delivers actionable insights to management.
Alerting: Instantly WhatsApps The Director If A "Red Flag" (E.G., Patient Dissatisfaction) Is Detected
Output: Alter/ReportThe Results: Measurable Transformation
Delivers the throughput of a full team to scale your operations instantly.
Significant increase in the depth and accuracy of compliance checks.
The infrastructure can now handle 10x the call volume without requiring linear headcount growth.
Full system implementation and integration achieved in just one month.
CloudRedux came to us with a vibrant solution for a problem we struggled to solve manually. Their Agentic AI transformed our patient communication from a challenge into a strength. I urge other healthcare leaders to embrace this.
Operational Excellence
Risk Mitigation
Auditing 100% of calls rather than a small sample, reduced the probability of compliance anomalies slipping through the cracks.
Strategic Focus
The QA team transitioned from "compliance chasers" to "performance coaches," driving better outcomes across the organization.
Return on Investment
The system pays for itself in 3 days through labor savings alone
The CloudRedux
Difference
- Workflows that fit your specific business logic
- Scalable platform for your growing organization
- Ongoing optimization and support
- No Hidden Costs with guaranteed timeline
Ready to Automate Smarter?
No complex sales pitches. Just a clear conversation about what your business needs and how we can help you get there.
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