Authenticx customers across the healthcare ecosystem can now benefit from real-time agent guidance natively within Salesforce

Authenticx, a leading conversation intelligence platform for healthcare organizations, today announced it has launched its agent assistance solution on Salesforce AppExchange, a leading enterprise marketplace for partner apps and experts. This new app integration empowers healthcare organizations to support their contact center agents with real-time conversation insights, AI-generated summaries of previous customer interactions, intelligent prompts, and in-call guidance driven by AI that is built to understand the complexity of healthcare conversations—all embedded directly within Salesforce.

Authenticx product offerings are purpose-built for healthcare, with AI trained and built specifically to understand clinical language and the complexity of the patient experience—meaning leaders can depend on higher accuracy and reliability of results.

Integrated seamlessly within the agent dashboard, agents see historical context, real-time guidance, and recommended next steps that will improve patient experiences and operational efficiency. This solution gives leaders a more complete view of individual contact center agent performance, and team-wide trends, while also making feedback more actionable for the individual. The integration builds on Authenticx’s investment in developing industry specialized AI to evaluate contact center agent interactions against well-defined, objective rubrics.

Authenticx is now available on AppExchange.

“Agents are expected to deliver exceptional support in increasingly complex conversations, especially in healthcare,” said Eric Prugh, Chief Product Officer at Authenticx. “With Authenticx now available in Salesforce, we’re eliminating barriers to information access and enabling real-time, compliant, and efficient support that truly improves the patient experience.”

With Authenticx, healthcare teams gain access to context rich insights and tailored guidance delivered directly within the agent’s desktop to improve every patient interaction.

• Real-time, policy-aligned guidance ensures consistent, accurate, and patient-centered responses.
• Automated summaries and insights surface directly in the agent dashboard to enhance speed and focus.
• On-demand AI Assistant provides compliant, context-aware support during every interaction.

Salesforce AppExchange, a leading enterprise marketplace for partner apps and experts, empowers companies, developers and entrepreneurs to build, market and grow in entirely new ways. Since its launch in 2005, the platform has grown to include more than 9,000 apps and experts, with over 14 million customer installs. AppExchange connects customers of all sizes and across industries to ready-to-install or customizable apps and Salesforce-certified consultants to solve any business challenge.

Salesforce, Agentforce, AgentExchange, AppExchange, and others are among the trademarks of Salesforce, Inc.

Additional Resources:

• Follow Salesforce on X and LinkedIn
• Learn more about AgentExchange here
• Follow Authenticx on LinkedIn

Visit the website to learn more about the Authenticx platform.

About Authenticx

Authenticx is the new standard for listening at scale with artificial intelligence. The platform brings conversational intelligence to healthcare by analyzing millions of customer interactions (like voice, chat, or emails) to surface immersive and intelligent insights. Authenticx was founded to aggregate, analyze and activate customer interaction data to surface transformational opportunities in healthcare. Using existing data that's being stored and ignored in your organization, Authenticx reveals hidden barriers, motivators, and strategies so healthcare organizations can make confident, data-backed decisions. Learn more at Authenticx.com.

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