Case Study: IC24 achieves 100% interaction analysis and faster audits with NICE Systems Interaction Analytics

IC24 Power Better Patient Outcomes with NICE

IC24 is a not-for-profit social enterprise delivering NHS virtual and in-person urgent care, triage and medical assessment services across the UK. Faced with manual auditing that covered only 1.8% of patient encounters and a surge in remote demand during COVID-19, the organisation needed better, faster patient insights to maintain safety and service quality.

By deploying Nexidia’s AI-enabled Interaction Analytics, IC24 automated sentiment mapping and more than 70% of required audits, slashed auditing timelines by 20%, cut IVR message duration by 27% and reduced average handle time by 16 seconds. The solution improved auditor confidence (4.6/5), allowed IC24 to link clinical trends to social factors proactively, and delivered measurable operational efficiencies and better patient outcomes.

IC24

Kieran Arkley

Senior Insights Analyst