Synthpop automates healthcare voice QA agentically with Hamming

Synthpop runs voice agents across the full patient journey: inbound and outbound, patient and clinic, and payer. The team has automated agent provisioning, account onboarding, and call flow extension, and built an internal layer of analytics, fallback mechanisms, and self-healing systems that fix call flow issues automatically.

As volume ramped across accounts, Synthpop extended that automation philosophy to QA, with Hamming as the proactive-discovery and agentic test infrastructure layer. With Hamming, the team gets:

• Proactive discovery of failure modes before they become customer-visible incidents
• A self-sustaining test suite grounded in real production failure data
• Agentic test infrastructure setup driven by Hamming's MCP server
• Cross-account learning, so new flows inherit institutional knowledge

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 across many touchpoints over weeks. One failure mode buried in a payer interaction could mean a missed order, a delayed appointment, or a patient who disengages.

On the agent side, that automation was already in place. New accounts come online programmatically, and new call flow types no longer take weeks of manual setup. For the patterns its analytics and self-healing systems could not yet see, customer success teams read through call analytics.

QA was the next layer to bring up to that standard. The question was not 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.

With the rest of its operations already running programmatically, Synthpop's bar for any QA platform was whether it could match that pattern, rather than become the one manual workstream that scaled with engineering headcount instead of accounts. Hamming did.

The relationship reinforced the choice. Direct engagement with the Hamming team, including DM-level access during onboarding, turned feedback into shipped features quickly. As Synthpop pushes for OpenTelemetry-backed root cause analysis and cross-market flow expansion, a partner that moves at that speed has mattered as much as the product itself.

The clearest results show up in two places: how Synthpop's customer success teams work day to day, and what happens when an account ramps volume. Manual QA used to strain at both moments. Hamming is now the load-bearing layer in both.

Synthpop is wiring OpenTelemetry data through to Hamming so traces, tool calls, and reads and writes appear 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 go straight from a Hamming failure-mode pattern to the 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 unrelated 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 starting from scratch.