Authenticx Conversational AI Names Eric Prugh CPO  

Print Friendly, PDF & Email

INDIANAPOLIS — May. 16, 2023 — Authenticx, which helps healthcare enterprises improve operations, compliance and business insights from recorded customer conversations, has appointed Eric Prugh chief product officer. 

Prugh brings more than 15 years of experience in building and scaling software companies in go-to-market, product and international functions to Authenticx. He previously served as co-founder and chief product officer at PactSafe, a platform powering over 1 billion online contracts for companies like Wayfair, DoorDash and Orangetheory Fitness. PactSafe was acquired by Ironclad in 2021. Prugh was also a leader at ExactTarget, a marketing technology giant in Indianapolis acquired by Salesforce in 2013.

“Eric’s impressive product experience will be instrumental to our team as we further our mission to help humans understand humans,” said Amy Brown, CEO of Authenticx. “We’re lucky to have Eric join us during this time of significant company growth. His contributions will help us continue our forward momentum in delivering the most effective and advanced conversational intelligence tools.”

“Authenticx has created an incredible platform powered by AI and specifically built to help healthcare organizations. Healthcare is in desperate need to better understand and learn from their patients, healthcare providers, and customers. Authenticx turns recorded customer conversations from unused files into growth opportunities, ” said Prugh. “I’m looking forward to helping this innovative company raise the bar on the relevance, nuance and value of insights unveiled through AI.”

To date, Authenticx has analyzed over 200 million health care conversations identifying areas of operational waste, regulatory risk and revenue opportunities by using AI to organize complex and unstructured conversational data. Authenticx provides insight on agent quality performance, customer sentiment, unsupervised topic identification, HIPAA, adverse events, and other healthcare challenges with the development of specific machine learning models.

Authenticx uses its machine learning models, including Conversation Summary and the Eddy Effect, to analyze these conversations. These models were purposely built to address the industry’s most pressing challenges. Conversation Summary is a  generative AI large language model like ChatGPT that transcribes, then summarizes conversations for efficient evaluation. The Eddy Effect™ is the only commercially available customer friction model directly tied to ROI to help identify signals of disruption. For example, instances of patient confusion and frustration, therapy discontinuation, and training opportunities.

Prugh’s addition to Authenticx is a strategic hire to drive innovation and accelerate the company’s position as the go-to Artificial and Conversational Intelligence solution for healthcare organization call centers.