The quick verdict (read this first)
Ratings only matter if they move your KPIs. Voicing’s trio—MOS 4.6 (human-sounding voice), 97% function-calling accuracy (actions that work), and 0.3% hallucinations (safety and truth)—translates directly into shorter handle times, higher containment/FCR, fewer escalations, and better CSAT. In healthcare, where every word, second, and action carries risk, these three numbers are the difference between a “nice demo” and a program that pays for itself.
Plain English: what the three ratings actually mean
- MOS 4.6 (Mean Opinion Score): Callers hear a natural, broadcast-quality voice—clear diction, smooth pacing, realistic prosody. Result: less “Sorry, could you repeat that?”, fewer talk-overs, and calmer conversations.
- 97% Function-Calling Accuracy: When the agent decides to do something—check eligibility, read benefits, schedule, take payment—it calls the right tool with the right parameters almost every time. Result: containment and first-call resolution rise.
- 0.3% Hallucinations: The agent sticks to facts and approved phrasing instead of inventing answers. Result: compliance holds, QA rework drops, and patient trust stays intact.
How those numbers hit your P&L
- Lower AHT
High MOS + sub-second turn-taking reduce repeats and dead air. Calls move at human tempo.
- Higher Containment & FCR
97% tool accuracy + nested action execution means the AI completes multi-step journeys without handing off to humans.
- Fewer Escalations
Clear, empathetic explanations (no robotic edge) + almost zero nonsense answers keep supervisors out of the queue.
- Better CSAT
Patients feel understood, get fast resolution, and aren’t transferred three times to hear what their plan actually covers.
Why Voicing earns the scores
- Telephony-first speech stack: Purpose-built STT for noisy lines and accents across 100+ languages; expressive TTS that sounds genuinely human.
- Healthcare-trained LLMs: Understand payer terms, benefits, prior-auth nuance, and compliant ways to explain them.
- Agentic planning with nested actions (~98% execution accuracy): Verify → eligibility → benefits → prior auth → schedule → payment—one conversation, end to end.
- Safety & governance: Policy packs, redaction, audit logs; SOC2 + HIPAA-grade operations so performance doesn’t come at the expense of risk.
- Speed: Sub-second (often sub-160 ms) responses keep turn-taking natural and cut seconds off every step.
What a “highest-rated” call feels like
- 00:00–00:15 Warm, clear greeting (MOS 4.6); identity verified without friction.
- 00:15–00:45 Eligibility checked; result summarized in plain language.
- 00:45–01:20 Benefits explained (deductible, coinsurance, in-network options) with empathetic phrasing.
- 01:20–01:45 Slot found and scheduled; prep instructions confirmed.
- 01:45–02:00 Payment captured (HSA/FSA/card); confirmation sent.
- No hallucinations, no awkward lag, no handoff.
Launch plan (fast path to visible lift)
- Start with two high-value flows: Eligibility + benefits and Claim status + refund/next steps.
- Connect CCaaS + EHR/CRM + payer portals + payments.
- Turn on policy guardrails and PHI redaction from day one.
- Pilot with real phone audio (accents, noise, interruptions).
- Review weekly scorecards; tune prompts and pathways—watch AHT fall and containment rise.
What to measure (week 1 → week 4)
- MOS proxy (caller clarity/“repeat” rate; silent dead-air seconds)
- Function-calling accuracy and nested action success
- Hallucination incidence (near-zero target)
- Containment & FCR, AHT & TTR, Transfers/Escalations, Repeat-call rate
- Payment completion and no-show reduction after scheduling
Buyer checklist (make every vendor prove it live)
- Live demo on your top workflow with your audio.
- Evidence of MOS-level quality (or objective proxies) under real telephony conditions.
- Latency histograms (p50/p95) proving natural turn-taking.
- Function-calling accuracy ≥97% on your flows, with end-to-end nested actions.
- Hallucination controls with measured rates (target ~0.3%).
- Policy guardrails, redaction, and audit logs suitable for PHI.
If a vendor can’t show these in minutes, they won’t sustain them in production.
Bottom line
“Highest-rated” isn’t a trophy—it’s a predictor of outcomes. With MOS 4.6, 97% function accuracy, and 0.3% hallucinations, Voicing turns voice quality, reliability, and safety into the KPIs your board cares about: lower cost-to-serve, higher containment, and happier patients. That’s what great ratings are supposed to do.
