Mpathic Review: Features, Integration and Pricing 2023

Knowing the right thing to say at the right time might be the missing piece in your career. A doctor must know when to show their patient extra concern, and an insurer must know how to interact with customers at every touch point. However, all these boil down to one factor- empathy. Mpathic is one platform that helps to increase empathy in corporate conversations. 

Mpathic AI can tell when professionals are losing empathy in their conversations by measuring and analyzing their communication skills. This article reviews Mpathic, its features, and how it improves communication.

Mpathic Overview

Mpathic is an emotional intelligence company that provides tools for improving communication skills. Its proprietary models are built on years of psychology and behavioral science research and millions of healthcare and client service conversations. 

Mpathic’s use cases span a variety of industries, from clinical trial optimization to increasing client engagement. Dr. Grin Lord, a clinical psychologist, founded Mpathic in January 2021. Before this, she had worked for 15 years as a clinician and researcher at the University of Washington. 

From its inception till now, Mpathic has raised $5.2 million in funding from 11 investors. Its last funding round was a seed round held in June 2022. Some of the investors that participated include Illuminate Ventures and NEXT Frontier Capital. 

In October this year, the company announced that it joined the Nvidia Inception program. The program helps businesses nurture startups and tech businesses making waves in their industries. It offers these businesses technical training and technological assistance to accelerate their growth. As Mpathic leverages these opportunities, we may witness faster development than expected.

• Established: 2021
• Founder: Grin Lord 
• Office: Bellevue, Washington, United States (Headquarters)

5 Core Features of Mpathic

Expert Opinion

Rating: 4.8/5

Mpathic is an empathy analytics company that provides artificial intelligence tools for businesses to improve communication and retention.

Most communication intelligence tools can capture, transcribe, and highlight important parts of conversations. However, they do not provide an empathic analysis of these interactions. This is where Mpathic stands out from the crowd. In addition to analyzing the empathy level in interactions, Mpathic does it in real-time. So, Mpathic’s mConsult can analyze your sentences simultaneously as conversations continue. 

Mpathic also provides API documentation to make onboarding easier for new customers. However, we still found it technical, meaning customers need IT personnel to integrate the API. Also, while it is easy to reach out to support, we believe their turnaround time can be faster. We would’ve loved a quicker response.

Considering Mpathic’s value proposition, we find it impressive that it has onboarded several customers. As more organizations adopt its tools, empathy intelligence might become an industry with newer developments and investments.

Mpathic Notable Features

Mpathic boasts three tools with which it uses empathy and AI to improve enterprise systems. They are :

1. mTrial

mTrial is a clinical trial optimization tool that helps ensure the success of experiments by providing quality, precision, and fidelity. In clinical trials, fidelity refers to how the researchers follow the original research plan. During every research project, the researchers establish protocols to test a hypothesis. If one of these protocols changes even a bit, it affects the integrity of the research, and consequently, its results may differ.

Researchers examine adherence, exposure, quality of delivery, participant responsiveness, and program differentiation when affirming a trial’s fidelity. Program differentiation measures how patients describe each modality. This is vital in trials where human behaviors factor in. mTrial navigates these intricacies to ascertain the research’s effectiveness. It also helps maintain its quality, regardless of its modality and scale.

Thanks to AI technology, Mpathic automates fidelity checking and precision monitoring. Although this doesn’t replace in-depth fidelity analysis, it contributes to quality assurance. Other exciting features of mTrial include the detection and prevention of incidental risks and feedback provision. It automates real-time feedback to reduce unexpected risks, enhancing the patients’ safety.

2. mConsult

Mpathic’s mConsult is a tool for business owners and professionals who regularly speak with clients. With it, they can maximize engagement rates, increase retention, and reduce churn. Churn, also known as churn rate, is the rate at which customers stop patronizing a company. It could be canceling a purchase or subscription or opting out of an email list. Churn usually happens when a customer is not happy with your business processes.

Adding mConsult to your communication channels gives you better control over your client interactions. You can detect in real-time when the conversation is heading the wrong way and when you need to adjust your speech. This tool measures the empathy in your messages and analyzes them. It also suggests what to say next. Thanks to its proprietary AI, which has processed over 500 million words, its suggestions are almost always suitable.

Furthermore, it has markers that highlight which sentences you need to tweak. Also, its insights dashboard on the screen’s left side explains the marked sentences. By noting these corrections over time, your conversational skills will improve significantly. Teams that will find this tool helpful are those in insurance, sales, and health.

3. mPulse

We call it drug assessment, but professionals in the pharmaceutical industry call it pharmacovigilance. Pharmacovigilance goes beyond drug assessment. It is the collection, assessment, and monitoring of pharmaceutical products. It involves the detection and prevention of adverse effects during their use. It also ascertains their safety for public consumption. This science is applied to all medicines, vaccines, and even cosmeceuticals. 

Mpathic’s tool, mPulse, advances this process. Its AI makes rigorous surveillance and assessment more manageable. It boasts several post-market surveillance capabilities, including data and trend analysis. Data analysis gives you insights into your product’s market performance. It shows you the level of adoption and customers’ opinions on it. The trend tracker shows you your position in the industry. It offers the latest market trends and ways to stay ahead of competitors.

With mPulse, you can create different dashboards based on the pharmacovigilance evaluation you’re conducting. For instance, you can monitor a product’s adverse effects by setting evaluation parameters. A typical set of parameters could range from adverse events to severe suspected adverse reactions. It also allows you to graph varying factors like age against these parameters.

Mpathic Integrations and Use Cases

Mpathic provides an API that companies can integrate into their enterprise systems. This process is usually carried out during onboarding. The company also offers documentation that organizations can refer to while integrating. It contains information on setting up conversation analytics, profiles, and tokens for specified credentials.

Mpathic’s tools use cases cut across various industries. mTrial is for clinical research organizations. mConsult, on the other hand, is a helpful tool for insurance, sales, HR, and consulting teams. Consulting teams include doctors, lawyers, counselors, etc. Lastly, mPulse is used by pharmacovigilance companies. 

Pricing and Plans

Mpathic does not provide pricing information on its website or offer a free trial. However, it does allow you to book a demo. During the demo, you can explore Mpathic AI and its benefits. You’ll get to learn about its solutions and their outcomes. You can also ask the representative questions about the platform that are unavailable on the website.

When requesting a demo, the website will request details like your name, job title, email, and phone number. Before hitting the ‘book your demo’ button, you must also provide your company name and industry. After this, the company will contact you regarding a suitable time and date.

Terms and Policies

Mpathic’s terms and services document contains the regulations users must abide by while using its platform. First, the company clarifies that its services are not open to users under 13. It also states that users must be 18 years and older to add user submissions to the app. The document continues with a list of terms users should be familiar with.

Mpathic’s privacy policy outlines the types of data it requests from users and how it uses them. It collects email addresses, sign-up information like names and company names, and usage data. When you sign up, you give the organization access to your device information. 

The policy also mentions the methods and purposes of processing these data. While the company won’t sell your data, it may disclose it to subsidiaries, affiliates, and contractors.

The company has a list of security policies that address several security concerns. Its privacy policy emphasizes that it processes user data following strict procedures.  It is GDPR, HIPAA, and SOC 2 Type 1 and 2 compliant, ensuring users’ data is secure.

Since the company is GDPR compliant, you can request access to your data. You can also verify and correct your data and lodge a complaint if you detect any problems.

Customer Support

You’ll get more access to customer support after signing up. Still, if you want to reach a representative as a non-customer, you can email them at hello@mpathic.ai. If you have questions about their privacy policies, you can email them at privacy@mpathic.ai. You can also submit a request from the website.

If you are a customer and want information on your data, you can contact support@empathy.rocks. Apart from these email addresses, you can get faster answers to your questions by browsing their resources. Visit the Mpathic blog for information on empathy intelligence or the FAQ section for general queries.

Conclusion

Empathy is rarely discussed among average humans. This is because it’s very easy for humans to forget their place in conversations. Yet, psychologists have spent years researching the concept and its role in building trust. Although we may be unaware, empathy is in play when we engage in fruitful conversations.

Business owners who want to succeed in this fast-paced age must be intentional about everything. Leaving business-client interactions to the skill of the speaker alone may not suffice. With Mpathic, business owners can be well aware of their speech during communication. Book a demo with the company to get started today.

Contributors: Adenike Omope (Technical Writer), Ogunrobi John (Graphic Designer)