Every conversation generates data, yet too little of it finds its way back into the systems customer care organizations use to improve performance. Typically, only a sample of human-handled calls is scored, AI containment lives on a separate dashboard, and cross-channel context is lost. The result is an analytics function that leaves valuable conversational data underused.
That gap becomes costly in healthcare, where patient access teams face rising call volumes, staffing shortages, and compliance pressure simultaneously. When a patient abandons a scheduling call, has to repeat their story after an AI handoff, or never completes a follow-up appointment, the signal is there, but scattered across IVR logs, bot transcripts, and agent recordings that are rarely connected.
The answer is a flywheel, not another dashboard. Unified analytics reveal where conversations break down. Those insights can then improve automation, refine the rules for when and how a person joins the interaction, and elevate agent performance. Each improved interaction produces better data, creating a continuous cycle of insight and improvement.
On October 6, Opus Research will host a live discussion with Aqurio on how to build that flywheel in practice. Aqurio spun out of IntelePeer this summer as a standalone agentic AI company focused on healthcare and other regulated industries. Its platform is designed to connect analytics, AI agents, and patient engagement so each strengthens the others.
Opus Research’s Derek Top and Ian Jacobs will be joined by Dr. Stephanie Lahr, Aqurio’s Chief Medical Information Officer. Dr. Lahr brings a clinical perspective to the challenge of closing the loop between insight and orchestration.
Topics include:
Unifying analytics across AI, human, and hybrid interactions to create a single source of truth for patient and customer engagement
Identifying friction and improvement opportunities across the end-to-end conversation lifecycle
Quantifying ROI, customer outcomes, and the operational impact of conversational and agentic AI
Turning insight into data-driven CXO strategies that improve experiences, increase efficiency, and scale with confidence
Register for this free webinar below or directly at BrightTalk:
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