人工智能的煤矿金丝雀（特邀艾米·布朗）

感谢收听《数字之声》播客，在这里我们畅谈医疗健康与生命科学领域的数字化转型、挑战与机遇。

Thanks for tuning to Digital Voices podcast, where we chat digital transformation, challenges and opportunities across health care and life sciences.

现在有请主持人埃德·马克斯。

And now your host, Ed Marks.

嘿。

Hey.

我是埃德。

It's Ed.

欢迎收听新一期的《数字之声》。

Welcome to another edition of Digital Voices.

我只想对所有听众表示感谢，谢谢你们的收听。

And I just wanna say thank you to all of our listeners for listening.

我知道你们本可以用这段时间做很多不同的事，但你们选择了与我们共度这30分钟。

I know there's a lot of different things you can be doing with your time, and you've chosen to invest thirty minutes with us.

我衷心感谢你们，我们不会辜负这份信任，因为今天和我一起的还有艾米·布朗。

And I just wanna thank you, and we'll make it worth your while because I have Amy Brown with me.

她是Authentix的创始人兼首席执行官。

She is the founder and CEO of Authentix.

艾米，欢迎来到《数字之声》。

Amy, welcome to Digital Voices.

谢谢。

Thank you.

能来这里真是太棒了。

It's so great to be here.

是啊。

Yeah.

我们将要讨论人工智能之类的话题。

We're gonna be talking AI and things like that.

你从事这一行已经很久了。

And you've been doing this for a long time.

现在这些话题很流行，我们要讨论的内容，但你在AI领域已经深耕相当长的时间了。

It's kinda like in vogue now, you know, some of the things we'll be talking about, but you've been doing this for quite some time, at least in AI.

确实如此。

Since of yeah.

早在它变得热门之前就是了。

Since before it was sexy for sure.

没错。

Right.

是的。

Yeah.

所以能听到你的观点会非常棒。

So then gonna be really great to get your perspective.

但是艾米，如果你听过我们的任何一期节目，就知道我们首先要问的最重要问题来了，那就是你播放列表上有哪些歌？

But, Amy, if you've listened to any of our episodes, you know the most important question we ask is coming up first, and that is what are the songs on your playlist?

你喜欢听什么音乐来放松？

What kind of music do you like to chill to?

好的。

Yes.

我现在真的很迷NACO和Medicine for the People这个组合。

So I am really in right now to NACO and Medicine for the People.

这是个风格非常多元的乐队，融合了波多黎各说唱、摇滚等各种元素，真的是个超级励志的团体，我最近一直在循环播放他们的歌。

It is a really eclectic band that uses all kinds of influences from Puerto Rican rap, rock, and it's just it's a really, really motivating group, and I I've been listening to them nonstop right now.

好的。

Alright.

我们会把这个加到我们的Spotify歌单里，毕竟我们有个Digital Voices专属的Spotify歌单。

We're gonna add that to our Spotify playlist because, of course, we have a digital voices Spotify playlist.

在我们300多期节目里，这可能是第一次提到这种宏观风格，所以一定要加进去。

And I think out of our 300 and some episodes, that might be the first macro reference, so we're gonna definitely add that.

太棒了。

So that's awesome.

那人生信条或座右铭呢？

What about life message or mantra?

有没有什么指引你生活的格言？

Are there words that sort of guide you that you live by?

是的。

Yes.

无论你走到哪里，你都在那里。

Wherever you go, there you are.

这句话对我的意义在于，虽然它看起来像是一句非常直白的陈述，但我在人生旅途中发现，如果你只依赖外部资源来决定去向和行动，就会错过旅程中重要的一部分——内在的探索。

And what that means to me, because it seems like a very obvious statement, is I found in my journey that if you only look to external sources to figure out where you're going and what you're doing, you're missing a big part of the journey, which is an internal one.

无论你从事什么工作，身处何地。

It doesn't matter what job you go to, what geography you locate.

你始终都在那里

You're always there

没错。

Yeah.

在你内心深处。

Inside yourself.

如果你不从内心开始这段旅程，就会继续挣扎，对吗？在寻找人生意义、目标等问题的答案时。

And if you don't start with the journey from within, then you're gonna continue to struggle, right, to look for solutions or answers to your meaning, your purpose, etcetera.

对我来说，‘无论你走到哪里，你都在那里’意味着首先要始终致力于自我提升。

Wherever you go, there you are, to me means work on yourself first and always.

我很喜欢这个观点。

I love that.

这种观念是在你年轻时形成的，还是随着成年后逐渐成熟才产生的？

That sort of form in your youth, or did it come later as you matured as an adult?

只是好奇问问。

Just curious.

这是我母亲在我年轻时，面对心理健康问题和大学选择困扰时告诉我的，当时我并没有真正理解其中的深意。

It's something that my mom said to me when I was a young adult struggling with mental health things and college choices, and it didn't really mean much to me then.

但当我回顾自那以后的成长历程时，我逐渐领悟到这句话蕴含的智慧。

But as I look back on my journey since then, I see the wisdom in that in that, in that statement.

完全发人深省。

Totally profound.

所以我才问这个问题。

That's why I asked.

我们多聊聊你吧。

Let's talk more about you.

你已经分享了一些，不过，你是在哪里出生的？

You've already shared a little bit, but, like, where were you born?

跟我们说说你成为创始人的整个历程。

Tell us your whole journey here to becoming a founder.

好的。

Yes.

我出生在密歇根州的安娜堡，当时我父亲正在密歇根大学做住院医师。

I was born in Ann Arbor, Michigan while my dad was doing his residency at the University of Michigan.

但不久后，我父母就搬回了印第安纳波利斯的家乡，我父亲开始了至今已持续四十五年的小儿心胸外科医生生涯，这对我的成长影响很大。

But quickly after that, my parents relocated back to their home in Indianapolis, and my dad began what is still like a forty five year career as a pediatric cardiothoracic surgeon, and that was a big influence on my growing up.

他让我接触到了患者护理这一面，我不仅看到了他工作的临床部分，还观察到了医疗保健的商业层面，以及临床护理与商业之间时常存在的许多紧张和冲突。

I he gave me exposure to the patient care side of of things, and I got to see not only the clinical side of his work, but also observe the business side of health care and how how there's a lot of tension and conflict sometimes that happens between actual clinical care and and business.

说个有趣的事，我八年级时他曾半夜叫醒我，问我想不想去看一场心脏移植手术。

And just a fun fact, he woke me up in the middle of the night when I was in eighth grade and asked if I wanted to go on a heart transplant.

而且，我真的去了，那是我人生中最具影响力的经历之一。

And, I got to do that, and it was one of the most impactful experiences of of my life.

我妈妈是特殊教育老师，对我的人生也有巨大影响，这就是我的起点。

My mom, special ed teacher, huge influencer on my life as well, and, that's how I got my start.

嗯。

Yeah.

那...那真的很棒。

That that's that's pretty awesome.

那么主要的催化剂是什么？

So what was the primary catalyst?

我想你可能已经透露了是什么让你进入医疗行业的。

And I think maybe you revealed it already that got you into health care.

你父亲在医疗行业工作。

Your dad's working in health care.

这是引导你走上那条路的原因吗？

Is is that sort of what led you down that path?

嗯，我年轻时曾想从事临床护理工作，但很快意识到自己更热衷于宏观体系。

Well, I started as a young adult thinking I wanted to pursue clinical care, but pretty quickly realized that my passion was more on macro systems.

因此我最终攻读社会工作硕士学位，真正专注于宏观体系研究。

And so I ended up actually pursuing my master's in social work with a real real focus on macro systems.

毕业后第一份工作是在州政府从事医疗补助相关工作。

And my very first role outside of my graduate program was in state government working with Medicaid.

这让我能从宏观角度观察政策如何制定、为何制定，并对监管政策影响大众的理念产生了浓厚兴趣。

So I got to really look at, from a macro perspective, how policies are made, why policies are made, and, you know, became really fascinated with this idea of regulatory and policy impacting massive populations.

这成为了我真正的热情所在。

And that became really my my passion.

离开州政府后，我开始真正看到政策对现实世界的影响，因为我进入了医疗商业领域。

And after I left state government, I started to see the reality of how policies actually impact the real world because I I landed in health care business.

我在管理式医疗公司、健康保险公司和医药服务公司工作，亲眼见证了政策与现实接轨的实际情况。

I was working in managed care companies and health insurance companies and and pharmaceutical services companies, and I was seeing reality of where the rubber hits the road, so to speak, between policy and and real world.

是啊。

Yeah.

难道你不希望医疗领域的每位领导者都必须经历类似的培训轨迹吗？

Don't you wish that everyone in a leadership position anyways in health care sorta had to have a track?

就像你在研究生院那样，必须完成几个特定方向的学习，既获得广泛接触，又能在学术之外实际了解政策的制定、发展和执行过程。

You know, like you did in graduate school, you had to do a couple of, you know, specific tracks to get wide exposure and have some exposure, not just academically, but in real life to policy and how it's made and developed and executed.

这是非常开阔眼界的经历。

It's a very eye opening experience.

确实如此。

Yes.

我认为这对我们所有人都会很有启发意义。

I think that could be very enlightening for all of us.

没错。

Yeah.

我总在想我们应该设置多方向培养路径，比如像你那样在支付方机构工作，或者像你一样参与政策制定。

I always think like we had multiple tracks, like spend time in the payers like you did, spend time in policy like you have.

这不仅能培养全面发展的领导者，或许还能帮助我们突破当今医疗领域存在的许多僵局。

I think it would just make us all well rounded leaders and probably help us all break through a lot of the logjams that exist today in health care.

请告诉我们一些促使你走上CEO之路的关键时刻。

Tell us about some of the key moments that led you to the path of CEO.

所以现在，快进几年后，你成了一家公司的CEO。

So now, you know, fast forward a few years, you are CEO of a company.

那么关键因素是什么

So what were key About

在我决定离开企业职业生涯的两年前，我开始审视自己的事业和人生。

two years before I decided to leave my corporate career, I was starting to kinda take stock of my career and my life.

在我42岁时，我是一家旅行医疗保险公司的首席运营官。

I, at, you know, at the age of 42, I was the chief operating officer of a travel medical insurance company.

那时我刚生下第四个孩子。

I had had my fourth child.

我丈夫是全职家庭主夫，而我正在重新评估人生。

My husband was a full time stay at home dad, and I was taking stock.

那是我职业生涯中期的转折时刻。

It was that kinda mid career moment for me.

我面临着一个十字路口的选择：是继续做一名员工，至少保住看似稳定的工作，让孩子们生活舒适？

And I faced kind of a fork in the road moment of do I do I continue to be an employee and have a, at least a perceived secure job and keep my kids comfortable?

还是向他们展示并证明，真正追随梦想意味着什么——包括创业时可能面临的经济牺牲和资源匮乏？我最终选择了第二条路。

Or do I show them and demonstrate for them what it really means to follow your dreams and the financial sacrifice, the scarcity that that you can feel when you start a company, and I decided to go that that second path.

这是一个全家共同的决定。

It was a it was a family decision.

我们彻底调整了生活和生活方式，以便能在18个月没有收入的情况下生存，而事实也确实如此。

We rearranged our life and our lifestyle so that we could live without an income for eighteen months, and, that's that's what happened.

那是我人生中真正思考职业影响力的重要时刻，最终决定全力以赴。

And it was just it was just an important time in my life to really think about the impact I wanted my career to have and ultimately decided to go all in.

嗯。

Yeah.

你想对听众说些什么？

What would you say to listeners?

因为我敢打赌听众也想做类似的事，但企业工作的舒适感确实有其吸引力。

Because I bet listeners want to do something similar and there is something in the comfort of the corporate job for sure.

但正如我们所知，看看新闻头条就知道，它其实并不像你以为的那么安稳。

But as we know, and you just look at headlines, it's really not as secure as you might think it is.

对于那些正在艰难抉择的人，你会给出一两句什么建议或智慧箴言？

What would be one or two words of advice or wisdom that you would share in someone who's trying to process that decision?

比如，他们该不该放手一搏？

Like, should they jump or not?

是的。

Yes.

首先，我非常理解那种挣扎和矛盾，因为它是真实存在的。

It's, well, first of all, I empathize with that that struggle and that tension because it's real.

尤其当你有孩子或年迈父母时，那种追求生活安稳和保障的压力是切实的。

The pressures on particularly if you have children or if you have aging parents, the pressures to do all the things to make your life comfortable or secure, they're they're real.

而且，人们很容易被企业环境表面上的安全感所迷惑。

And, it's very easy to buy into the perception of security in a corporate environment.

我认为你必须真正沉下心来深度自省一段时间。

I would say that you really have to deeply be introspective for a while.

我在考虑是否要冒险时得到的最佳建议之一，是有一位导师告诉我：你需要从情感上试穿这个角色。

One of the best pieces of advice I got while I was thinking about taking the leap was I had a mentor that said, you need to emotionally try on the role.

你需要在脑海中演练整个过程，思考这将需要付出什么。

You need to go through the motions mentally and in your your head, what it's going to take.

你需要把它写下来。

You need to write it down.

你需要与家人讨论，并开始在心理和情感上真正模拟这将需要什么，然后判断自己是否能接受。

You need to talk with your family about it and start to really simulate for yourself mentally and emotionally what this is going to take and decide whether you're comfortable with that or not.

我可以告诉你，创办Authentics七年后，没有任何事情能让我对创办科技公司的困难程度做好准备。

I can tell you seven years into starting Authentics, nothing could have prepared me for the level of difficulty of starting a tech company.

公司。

Company.

如果你内心没有坚信这件事绝对值得全力以赴，那么这可能不是正确的选择。

And if you don't have that inner conviction that this is absolutely worth giving it all for, then that may not be the right thing.

是啊。

Yeah.

这真是至理名言。

That that that's a sage advice.

我们刚才聊了这段经历如何帮助你成长，不仅是在原生家庭的成长，还包括政府政策工作等方面。

So, we talked a little bit about how this previous experience helped you, not just growing up and being in the home that you had, but also the government policy work and things like that.

现在作为创始人，你对数字健康领域的投融资格局也有独到见解。

And now as a founder, you also have insights in digital health funding and investment landscape.

能分享些你认为听众会感兴趣的内容吗？

Can you share anything about that that listeners that you think listeners might find interesting?

比如创业初期很艰难吗？

Like, was it hard what you started?

你说筹备了十八个月。

You said eighteen months you were planning.

好的。

Okay.

我可能没有任何收入。

I may not have any income.

你觉得与投资圈合作困难吗？或者有什么见解可以分享？

Did you find it difficult to work with that investment community or, you know, any insights that you could provide?

当然。

Sure.

当我创办公司时，我的计划是尽可能自筹资金，因为我真心想验证这个产品创意是否真的能卖出去。

Well, when I started the company, my plan was to bootstrap as long as I could because I really wanted to learn whether or not the idea I had for this product would actually could actually sell.

比如，是否能获得任何客户。

Like, if any I could get any customers.

我认为这对我是正确的选择，因为我需要自己解决这个问题。

And I think that was the right choice for me because I I needed to work that out for myself.

18个月后我才真正意识到，是的，人们确实愿意为此付费，而这时你只有很小的窗口期来发展业务。

It was it was eighteen months in that I realized, actually, yes, people are willing to pay for this, and now you have a a very small window to grow.

我知道AI将成为我们解决方案的一部分，也预见到AI终将迎来爆发。

And I knew that AI was gonna be a part of our solution, and I knew that AI was going to explode eventually.

是的。

Yeah.

因此我明白我需要筹集资金。

And so I I knew that I needed to raise capital.

我之前从未做过类似的事情，所以这相当于第二份全职工作。

I had never done anything like that before, so I had it was a whole second job.

完全是从零开始学习风险投资市场。

It was just learning the venture capital market.

确实，这个过程非常艰难。

And, yes, it was very hard.

而且我还在三种截然不同的市场环境下完成过三轮融资。

And, also, I've raised three rounds of capital in three very different market conditions.

每个市场环境和企业发展阶段都会让融资过程面临全新的学习曲线。

And so with every market condition and every every stage that your business is in when you're raising capital, it's a whole new learning curve.

嗯。

Yeah.

那么很自然就过渡到Authentics本身的话题了。

So the natural segue into Authentics itself.

跟我们说说创立的故事吧。

Tell us about the founding.

它是怎么诞生的？

How did how did it come about?

你迈出了那一步。

You took the leap.

现在进展如何？

And where are you now?

是的。

Yeah.

在我创立Authentics之前，我看到医疗行业存在一个问题：过度专注于预测和理解临床结果。

The problem that I saw before I started Authentics in the market was that, the healthcare industry was focusing a lot on predicting and understanding clinical outcomes.

当时还有大量精力都集中在改善客户体验上。

And there was also a lot of focus at that time on getting getting more in touch with the customer experience.

而市场了解客户体验的方式主要是通过调查问卷和NPS评分体系。

And the way the market was getting in touch with customers' experience was through surveys and NPS scores.

与此同时，我担任首席运营官时，部分职责是管理呼叫中心运营，处理客户的投诉、问题或需求来电。

And meanwhile, I was a COO, and part of my responsibility was running call center operations where customers will call in with their complaints or issues or needs.

我们记录了所有这些通话，并将它们存储在服务器上。

And we recorded all of those calls and they sat on a server.

我当时就在想，天啊，这里存在巨大的脱节。

And I was thinking, man, there's a huge disconnect.

这些对话中蕴含着真正的关键信息。

Inside these conversations are really the keys to the kingdom.

它们就像煤矿中的金丝雀（预警信号）。

It's it's the canary in a coal mine.

如果能大规模监听这些互动，我们改善客户体验和客户旅程所需的所有商业情报，其实都深藏其中。

If you can listen to these interactions at scale, all the business intelligence we need to improve customer experience and the customer journey are really, really buried here.

因此Authentix是一家对话智能公司。

And so Authentix is a conversational intelligence company.

我们是一家原生AI企业，开发了我称之为'AI耳朵'的技术，专门从对话数据中捕捉特定信号，帮助企业更好地服务他们的患者或客户。

We are an AI native company where we have built what I think of as AI ears that are tuned to pick up specific signals in conversation data that help companies better serve their patients or their customers.

您的客户如何实现投资回报？

How do your customers go about getting the ROI?

对。

Right.

这始终是个大难题，无论对新公司还是老牌企业来说都是如此——拥有出色的技术，但理所当然地，大家都需要能够证明投资回报。

That's always the big conundrum as you, whether it's a new company or an older established company, great technology, and there's all the focus and rightly so, right, that I need to be able to demonstrate a return on investment.

您的客户中有哪些成功案例可以分享？

How are some of your customers demonstrating that?

是的。

Yes.

首先，在Authentix内部，我们深知公司要发展并保持客户粘性，就必须为客户带来投资回报。

Well, first, within authentics, we know that in order for our company to grow and have stickiness, we have to deliver an ROI for our clients.

因此我们优先确保AI模型质量，专门针对医疗健康行业进行优化调整。

And so we have prioritized the quality of our AI models to be specifically tuned and geared for the health care industry.

我们只与医疗健康企业合作，所以特别注重AI模型质量和准确性的投入。

We only work with health care companies, and so we've taken great care to kind of investing in the the quality and the accuracy of our AI models.

我们的客户为提升投资回报率所采取的措施是：我们的AI检测到的信号包括客户旅程中的摩擦点、由此引发的负面情绪、护理或治疗中的缺失环节，这些不仅影响患者体验，也影响公司收入。

What our clients do to drive ROI is the signals that our AI detects are things like where there is customer friction in the journey, where there is negative sentiment because of that friction, where there are missed gaps in care or gaps in therapy that are not only impacting the patient experience, but also the revenue of the company.

我们高度专注。

We're laser focused.

我们的AI听觉系统高度专注于识别这些信号，客户则利用这些信号来解决问题——这些问题通常是系统性问题、流程问题或技术问题。

Our AI ears are laser focused on identifying those signals, and our clients use those signals to fix the problem, which is often a systemic problem, a process problem, or a technology problem.

他们总倾向于认为问题全出在一线客服身上，觉得只要客服应答得更好就行。但通过分析超过3亿次客户对话，我们发现多数情况下问题其实更具系统性，需要管理层重视。而我们正为他们提供更高效的解决方案。

They love to believe that the problem is all in their frontline agents if their agents just answered questions better, but what we've been able to determine from listening to over 300,000,000 customer conversations is that more times than not, the problem really is more systemic and in the hands of the leaders, and they need to listen, and we're giving them a much more scalable way of doing that.

确实。

Yeah.

这见解很深刻。

That's profound.

听你这么说，我不禁想起这些年来我管理过的所有客服中心和帮助台。

As you were sharing that, I think about all the contact centers and help desks that I've overseen over the years.

是啊。

Yeah.

我们拥有这些丰富数据，但过去缺乏挖掘能力——无论是技术还是时间所限。而现在通过AI和你们的产品，显然能快速完成这种审计分析。

We get that rich data, but we didn't have the ability to mine it because we didn't have the technology or the time, whatever this audit, obviously with AI and your product, you can do that and get quick, quick analysis.

对吧？

Right?

因为这样还能利用分析结果来优化服务，或者减少来电数量。

Because then you can also use that to improve your service or or reduce the amount of calls.

对吧？

Right?

因为你会发现'原来大家都在xyz环节遇到困难'

Because you're finding out, oh, everyone's struggling with x y z.

比如订单录入这种简单例子

Like how to do order entry just as a silly example.

系统会告诉我们'90%的来电都与此相关'

And this would tell us, hey, 90% of our calls are related to that.

这样我们就能针对性加强培训

So we can address training.

是的。

Yeah.

我我能看到这其中有很多价值。

I I could see a lot of value there.

确实如此。

Exactly.

没错。

Yeah.

请继续。

Go ahead.

抱歉。

Sorry.

我只是想说，随着人工智能和AI工具的出现，目前显然有很多趋势是减少呼叫中心的人力，用AI代理取代这部分员工。

I was just gonna say that, you know, with with the emergence of AI and AI tools, there's obviously a lot of momentum right now on reducing the call center human workforce and replacing that workforce with AI agents.

而我们的立场是，无论企业使用AI代理还是人工代理，我们都能提供各种意见和建议，告诉你何时应采用哪种代理。

And our position on that is regardless if a company is using an AI agent or a human agent, and we could give all kinds of of opinions and recommendations on when you should use what type of agent.

无论如何，那位客服代表正在与您的付费客户进行沟通。

Regardless, that agent is communicating with your paying customer.

这些互动蕴含着需要被倾听和理解的深刻见解。

Interaction are profound insights that need to be heard and listened to.

这就是我们看待自己所扮演的角色。

So that's the role we see ourselves playing.

是的。

Yeah.

不。

No.

那真是太棒了。

That that's awesome.

您认为对话式AI将如何发展？

Where do you think we're headed with conversational AI?

比如说，如果展望未来，无论是你们的具体产品还是整个行业，我们现在正在做一些很酷的事情。

Like, if were to put your future hat on, you know, whether it's your product specifically or the industry, like, we're doing some cool things now.

你认为接下来会怎样？

What's what do you think is coming next?

嗯。

Yeah.

你想要听我乐观的预测还是谨慎的预测？

Do you want my optimistic prediction or my my cautionary?

我们两个都听听吧。

Let's do let's do both.

好的。

Okay.

那我先从谨慎的角度开始，最后以乐观的预测结束。

Well, I'll start with the cautionary and end on the end on the optimistic.

谨慎的看法是：根据我对当前市场的理解，所有正在尝试利用AI的企业都过于关注AI的部署。

The cautionary is that the way I'm I'm interpreting the market right now and all the enterprises that are, you know, trying to figure out how to leverage AI, they're very much focused on AI deployment.

而我认为整个过程中缺失的是关于如何在员工中实施AI解决方案的明确意图，以及人类与AI工具的协调配合。

And what I see missing in the whole outcome is the intentionality around how to implement an AI solution across the workforce and that harmonization of human and AI tools.

而且不幸的是，数据显示约80%的人工智能项目会失败。

And and, unfortunately, the data tells us that about 80% of AI projects fail.

这些项目失败的原因并非在于AI技术本身。

And the reason they fail is not because of the AI.

而是由于其中的人为因素。

It's because of the human component of it.

员工们感到恐惧。

And workforces are scared.

他们感到困惑。

They're confused.

他们不知道如何在与AI共事时重新定位自身价值，而领导者们也没有做好充分准备，未能为人类员工与AI员工明确各自的价值观。

They don't know how to recalibrate their purpose alongside the AI, and our leaders haven't done a good enough job preparing their workforce, establishing their values for their human workforce versus their AI workforce.

我担心短期思维会占据上风——只关注如何提升盈利能力或营收目标，为了下一次季度财报，在部署这类技术时采取短视的做法。

And and I I fear that short term thinking will win out on, you know, how do I drive either profitability or revenue goals, you know, for the next quarterly earnings call and and just a shortsighted mindset in deploying this type of technology.

这就是我的警示故事。

So that's my cautionary tale.

从乐观的角度看，人工智能是解决医疗资源缺口的绝佳机会。

On the optimistic side, you know, AI such an incredible opportunity to help address gaps in care.

我看到了这一点。

I see it.

通过倾听这些互动，我们都看到了。

We see it from listening to these interactions.

我们认为这为提升医疗系统互操作性、增加选择空间和个性化服务创造了机会。

We think there's an opportunity for greater interoperability, for greater choice and personalization.

如果机构能以最有效的方式运用这项技术——这需要时间和人力投入，需要有意为之才能整合所有要素。

If organizations can leverage the technology in the most effective way, which takes time and it does take human effort, intentionality to pull all those things together.

若能实现这点，我们完全能解决国内部分医疗资源不均和医疗成本过高的问题。

And if we can do that, we can absolutely address some of our health care disparities and the cost of care in this country.

嗯。

Yeah.

不。

No.

我完全赞同你的观点。

I'm with you there for sure.

艾米，你是一位非凡的领导者，你做出了一些了不起的成就，你如何冒险从所谓的美国企业安稳工作中跳出来自己创业的经历非常鼓舞人心。

Amy, you're, you know, exceptional leader and you've done some great things and very inspirational on how you took risk and going from the security quote unquote of working for corporate America and then doing your own thing.

所以我想稍微转换一下话题。

So I want to shift a little bit.

就谈谈领导力这个话题。

Just talk about leadership in general.

有没有某个时刻让你意识到自己是个领导者？

Was there a moment of time that you realized that you were a leader?

比如是在你年轻时吗？或者你是在哪里发现自己有领导才能的？

Like, was it in your youth or where where did you discover sort of that leadership?

嗯。

Yeah.

我我不确定是否是在我年轻时。

I I don't know if it was in my youth.

我想，在我职业生涯早期第一次获得管理机会时，当时我被一家区域性管理医疗公司聘用。

I think, you know, when I first took on a management opportunity in the early parts of my career, I had been hired to to work in a managed care company that was regionally based.

那是我人生中第一次管理团队。

And for the first time in my life, I was managing people.

而我管理的那些人，年龄都比我大五岁、十岁甚至十五岁。

And those people I was managing were five years, ten years, fifteen years older than me.

那是最让我谦卑的经历之一，因为我意识到，天啊，在这些人的工作领域里，我的经验远不如他们，而我必须开始为团队创造价值。

And it was one of the most humbling experiences because I realized at that time, my goodness, I have less experience than these individuals in their job, and I need to come in and start to bring some value here.

那段日子很艰难。

And it was rough.

当时我才二十出头，我知道学习成为领导者将是一项艰巨的任务，而且直到今天，这依然是段永无止境的学习旅程。

I was in my early twenties at that time, and I knew that learning to be a leader would be a formidable task, and it continues to be a you know, it's a it's a never ending journey of learning.

是啊。

Yeah.

你刚才说的这些，让我也想起了我们年轻时的经历。

That that I when you were speaking, that just reminded me as well of in our youth.

对吧？

Right?

是啊。

Yeah.

你已经习惯领导比你年长的人了。

You're used to leading people that are older than you.

然后就会出现这种情况，就像我现在经历的，角色可能会完全颠倒过来。

And then there comes this time, which has come for me where where it could be the reverse reverse.

所以我花了一点时间适应，不过这个过程也很有趣。

And so I took a little bit of getting getting used to, but it was fun fun to see as well.

我们已经讨论过给那些可能处于职业生涯中期的人的建议了，他们可能在想‘我有个很棒的点子’。

We talked about some words of advice sort of for probably mid career people already that were thinking, maybe I've got this great idea.

也许我应该尝试一下。

Maybe I should try something.

那对于年轻领导者呢？

What about younger leaders?

也许他们刚刚毕业，或者正处于第一份工作中。

Maybe they're just graduating or they're they're in their first jobs.

要知道，大多数人，他们都渴望表现出色，想要成功，并希望在职业生涯中不断进步。

And, you know, everyone, most people, they wanna do really well and they want to succeed and they wanna keep moving on in their career.

你对这些年轻人有什么一两条建议吗？

What are one or two words of advice you might have for them?

是的。

Yeah.

在Authentix，我们有相当一部分员工正处于职业生涯初期。那些最成功的员工，正是那些致力于日常刻苦学习、勇于失败、从失败中吸取教训并通过经验学习的人。

And at Authentix, we have quite a bit of our workforce that are young in their career, And, the ones that are most successful are those that commit to the daily hard work of of learning, of failing, of learning from their failures, and learning through experience.

团队成员要致力于接受建设性反馈，并从中学习和成长。

Team members that commit to the hard work of receiving constructive feedback and taking it and learning from it.

这几乎就像是主动接受拒绝和痛苦的感觉。

It's it's almost like signing up for rejection and the feeling of suffering.

但如果你能做到这点，这将成为最好的老师。

But if you do that, it can be the greatest teacher.

对吧？

Right?

但我看到职场新人常犯的错误是，他们只想按部就班完成岗位职责，就指望在头十二个月内获得晋升，却没有真正下功夫去学习成长。

But where I see newer folks in their careers go wrong is when, you know, they wanna go through the motions of their job responsibility and then are ready to get promoted in the first twelve months, but they haven't actually done the hard growth work of learning.

我认为如果我们不给年轻一代失败的机会，那实际上是对他们的一种伤害。

And I think we've done a disservice to younger generations if if we don't give them the opportunity to fail.

所以我的建议就是——要勇于面对失败带来的艰难历练。

And and, you know, so that would be my advice is commit to the the hard work of failure.

是的。

Yeah.

这是位伟大的老师。

It's a great teacher.

没错。

Yeah.

你还提到了'痛苦'这个词——最近我在《数字之声》采访其他嘉宾后，就一直对这个概念很着迷。

And you used the word suffering, which I've been obsessed with lately after speaking to some other guests on Digital Voices.

我认为这其中确实有些道理。

And I think there's something to that.

我需要更深入地探讨这一点。

I need to explore that a lot more.

你小时候父母强迫你做过什么事，当时你可能翻了个白眼？

What is one thing your parents kind of forced you to do in your youth and you probably rolled your eyes, you know, a little bit?

但现在回想起来，你很感激他们教会你的东西，这些可能塑造了你今天的领导力。

But now looking back, you're grateful for the things that they taught you that perhaps informed your leadership today.

嗯，我父母就是个很好的例子，你知道，他们经济条件不错。

Well, my parents were a great example of you know, they had means.

我们过着舒适的生活，但我父母从未用金钱或类似的东西来替代我自己的学习机会、失败和失望的经历，他们从未给我提供逃避挑战的出路。

We lived a comfortable life, but my parents never substituted my own learning and opportunities for failure and disappointment with money or with like, they never gave me a a escape hatch from the from the challenges.

我从14岁就开始做设施维护的工作。

I started working as facility maintenance staff person when I was 14 years old.

我那时负责打扫厕所、给地板打蜡，整个高中阶段都在做这些工作。

I was cleaning toilets, waxing floors, and I did that all through my high school.

那段体力劳动经历是我能拥有的最好启蒙老师之一，我很感激我的父母——尽管我本不必工作，但他们坚持让我去做，这教会了我重要的道理：你需要了解自己能做什么。

And that manual labor was one of the best teachers that I could have started with, and I'm grateful that my parents, even though I wouldn't didn't have to work, they insisted that I did, and it taught me important things that I you need to know what you can do.

你需要知道自己是什么材料铸成的，才能在人生中敢于冒险，这段经历给了我这样的根基。

You need to know what you're made of in order to take risks in life, and and that helped give me some of that grounding.

是的。

Yeah.

不。

No.

这真的很棒。

That that's awesome.

就像我说的，非常鼓舞人心。

I feel like I said, very inspirational.

我知道我们的听众会从中受益，我们也会把这些分享给孩子们。

I know my our listeners are appreciating this, and we'll share it with our kids.

你知道，作为创始人和CEO，你显然非常忙碌。

You know, you're you're very busy, obviously, founder, CEO.

你有孩子，工作之外的生活。

You have children, Life outside of work.

你如何给自己充电以保持精力充沛？

How do you recharge your batteries so that you remain fresh yourself?

是的。

Yeah.

老实说，这确实是个持续不断的挑战。

It's a it's a constant battle to be completely transparent.

我们正处于上有老下有小的忙碌人生阶段。

We're in a very busy stage of life with aging parents.

我有四个孩子，有些即将上大学，有些还在家里。

You know, I have four children, some who are moving on to college, and some who are still at home.

所以这是人生中非常非常忙碌的时期。

So it's a very, very busy time of life.

对我来说，充电的方式就是向内求索，保持安静。

In terms for me, recharging looks like going internal and going quiet.

我练习冥想。

I practice meditation.

我确实每天都坚持锻炼。

I do try to work out every day.

与其说是为了身体健康，不如说是为了我的心理健康。

Not not so much for for physical fitness as much as for my mental Right.

心理健康。

Mental health.

我发现这真的非常非常有效。

I found that it really, really helps.

我每天都会阅读并关注眼前世界之外的事物，以保持开阔的视野。

I try to read and stay connected to the world outside of what's right in front of me every day so that I have perspective.

开阔的视野是最好的老师，走出去花时间观察周围环境对恢复精力非常有帮助。

Perspective is such a great, great teacher, and stepping outside and taking time to look around you is so helpful to recharging.

艾米，这次对话太棒了。

Amy, this has been amazing.

我们聊了从你的箴言到一切，它贯穿了整个对话。

And we talked from everything from your mantra, which really came through the entire conversation.

无论你身在何处，心之所向即为所在。

Wherever you go, there you are.

我们谈到了你的职业生涯，以及曾在政策层面、州政府工作、医疗和制药领域的经历如何赋予你全面的视角，最终让你在四十多岁时敢于冒险，哇，创办自己的公司，尽管家里还有四个孩子。

We talked about your career and the benefits of having worked in the policy side, state side, care and pharmaceutical aspects give you this well rounded view to ultimately start take that chance in your forties to like, wow, start your own company, even though you still four kids at home.

用我的话来说，这相当了不起，能做到这样的事。

That's a pretty badass, as I would say, to do something like that.

但你做到了。

But you did it.

你做得很好，你的公司为客户创造了巨大价值。

You did it well, and your company does great things for your for your customer.

我们还有什么遗漏的吗？或者你想重点强调什么？

What did we miss, or what would you like to double down on?

最后发言权交给你。

I'll give you the last word.

天啊。

Gosh.

你知道，我想我只需要和你的听众们分享一下。

You know, I I think I would just share with your listeners.

你非常慷慨地分享了关于你的听众的信息，以及他们各自在人生旅程中可能所处的位置。

You've been very gracious about kinda sharing about your listeners and, you know, where where they all might be on their own journey.

我想说的是，首先，如果你觉得自己身处一个充满挑战的工作环境，或者感到有些迷茫、不确定自己是否在做正确的事，我回顾自己的旅程学到最重要的一点是：没有什么是徒劳的。

And I would just say, first of all, if you feel like you are in a challenging work environment, if you feel a little bit lost or not sure if you're doing the right thing, the number one thing I have learned in looking back on my journey is nothing is wasted.

即使是艰难时刻，那些你感到迷失或挣扎的挑战时期，这些努力都不会白费。

Even the hard times, even the challenging times where you're lost or whatever you might be feeling struggling, it is not wasted effort.

它们都是可以从中吸取的经验，是推动你走向未来和下一步步骤的动力。

It's something to learn from, and it is something to fuel you into your future and your next steps.

所以花些时间反思这些经历，不要将挑战视为负面因素，而是当作老师。

So invest some time, you know, reflecting on that and and not thinking of it of challenges as negative, but as as teachers.

这可以激励你在职业生涯中做出下一步的决策。

And and that can help inspire kind of your your next moves in your career.

艾米·布朗，说得好。

Amy Brown, well said.

感谢您作为嘉宾参与《数字之声》节目。

Thank you for being our guest on Digital Voices.

非常感谢。

Thank you so much.

很荣幸能来到这里。

It's great to be here.

感谢收听埃德·马丁主持的《数字之声》播客。

Thank you for listening to Digital Voices podcast with Ed Martin.

如果您喜欢本期节目，请在您常用的流媒体平台订阅并留下评分和评论。

If you enjoyed this episode, subscribe on your preferred streaming service and leave a rating and review.

最重要的是，再次感谢您的收听。

And most importantly, thanks again for listening.