Synthpop automates healthcare voice QA agentically with Hamming
“The proactive discovery is probably the number one most useful thing. We want issues to be raised either internally with our existing analytics and fallback mechanisms or through Hamming.”
Jyoti Rani, AI Engineer at Synthpop
- Location
- Cambridge, MA
- Industry
- Healthcare AI
- Funding
- Series A ($23M total)
Use Cases:
- •Self-sustaining test suites grounded in real call data
- •Agentic MCP-driven test infrastructure setup
- •Cross-account insurance, patient, and clinic flow validation
Meet Synthpop
Synthpop is a patient journey orchestration platform that automates referral intake, insurance verification, eligibility, and patient communication for healthcare organizations. The company unifies document intelligence, payer-aware reasoning, and conversational voice agents into one coordinated system that automates large portions of healthcare back-office processes.
With Hamming, Synthpop was able to
The Challenge: Extending Synthpop's Automation Philosophy to QA
Synthpop's voice agents handle some of the hardest call flows in healthcare: insurance verification with multi-party transfers, eligibility checks, referral intake, and patient communication that spans many touchpoints over weeks. A single failure mode buried in a payer interaction could mean a missed order, a delayed appointment, or a patient who disengages.
On the agent side, Synthpop had already pushed automation hard. New accounts come online programmatically. Call flow types are extended without weeks of manual setup. Internal analytics and fallback mechanisms catch a class of issues automatically, and Synthpop's self-healing systems remediate call-flow problems on the fly. Customer success teams read through call analytics for the patterns those systems can't yet see.
QA was the next layer to bring up to that standard. The question wasn't whether existing analytics worked. It was whether Synthpop could add a proactive-discovery layer that surfaced systemic patterns earlier, ground its test suite in real data, and let coding agents stand up new test infrastructure as fast as new accounts came online.
Before and After Hamming
How Hamming Helps Synthpop Run Voice QA at Scale
Proactive Failure-Mode Discovery
Synthpop already runs internal analytics, fallback mechanisms, and self-healing systems that catch and remediate call flow issues automatically. Hamming layers proactive systemic discovery on top: it surfaces patterns in calls that point engineering directly at the highest-impact issue before customer success has to spot it call by call.
The most useful discoveries are the ones that name the failure mode in business terms. As Jyoti put it: “X percent of calls are failing in insurance because we're getting stuck at this piece of the call, either because both parties didn't have a particular context that needs to be provided early going in.” That phrasing is actionable for both engineering and customer success.
Learn more: Guide to AI Voice Agent Quality Assurance →
Agentic Test Infrastructure via MCP
Synthpop is an aggressively agent-native team, and Hamming's MCP server extends that same automation curve to QA - coding agents drive the setup of mirror agents, evals, and test profiles per account instead of engineers wiring them up by hand.
As Jyoti described it: “How do we stand up the mirror Hamming agents and all of the infrastructure so that not only are we saving time for our customer success folks, but this config is not scaling linearly with engineering as well?” The MCP integration is the answer.
Learn more: HIPAA & Clinical Workflow Testing Checklist →
Why Synthpop Chose Hamming
Synthpop is an agent-native team. Agent provisioning, account onboarding, call flow extension, and self-healing remediation already run programmatically. The bar for any QA platform was whether it could match that pattern instead of becoming the one manual workstream that scaled with engineering headcount instead of accounts. Hamming was the only platform that did.
The relationship reinforced the choice. Direct engagement with the Hamming team, including DM-level access during onboarding, meant feedback turned into shipped features quickly. As Synthpop pushes for OpenTelemetry-backed root cause analysis and cross-market flow expansion, having a partner that moves at that speed has been as important as the product itself.
The Results
The clearest results show up in two places: how Synthpop's customer success teams operate day-to-day and what happens when an account ramps volume. Both are moments where manual QA used to strain. Both now have Hamming as the load-bearing layer.
Customer Success Behavior Shifted
Jyoti credits Hamming with driving some behavior change on Synthpop's customer success teams. Where teams previously had to comb through analytics and individual calls to spot recurring patterns, Hamming surfaces some of those patterns directly. Less time hunting, more time on remediation and client communication.
Discoveries Land in Business Terms
The most useful Hamming reports land in business terms that customer success can act on directly. “X percent of calls are failing because we're getting stuck at this piece of the call” is the framing that pays off. Specific enough to fix. Clear enough for customer success to walk through with a client. Bringing that same clarity to engineering via OpenTelemetry forwarding is the next milestone.
“The highest utility comes when you're increasing test call volume on an account - that's when it becomes unsustainable. We want one source that proactively raises issues, and Hamming is one of those sources. With the MCP, we can stand up mirror Hamming agents and all of the infrastructure, so this config isn't scaling linearly with engineering as well.”
Jyoti Rani
AI Engineer at Synthpop
What's Next
Synthpop is wiring OpenTelemetry data through to Hamming so that traces, tool calls, and reads and writes flow alongside failure-mode reports. The goal is to close the loop between “something is wrong” and “here is exactly which function and which downstream system caused it,” so engineering can move directly from a Hamming failure-mode pattern to the underlying root cause without stitching together five different dashboards.
The team is also extending the agentic playbook across Synthpop's growing footprint. As new flows pilot in non-related markets, the test suite is structured so institutional knowledge about payer behavior, IVR shape, and patient journey patterns transfers across flows. Each new rollout inherits the testing posture of mature ones, instead of restarting from scratch.
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