01 · Visibility
Connect operational metrics with call intent
Distinguish staffing and queue issues from knowledge or workflow problems by viewing telephony performance alongside conversation findings.
Insights · Healthcare Call Intelligence
Operational intelligence from every patient call.
Connect call center reporting with conversation analysis to uncover patient friction, improve quality, strengthen agent guidance, and identify the right path to automation.
1. Listen
2. Understand
3. Coach
4. Act
Patient interaction streamOperational signal
08:12Scheduling requestAccess intent
08:14Post-discharge questionSafety signal
08:16Referral follow-upHandoff risk
Sherlock interaction intelligence
From isolated conversations to system-level operating intelligence
Healthcare Call Intelligence
Find the friction, knowledge gaps, and operating issues behind every call.
Insights connects call center reporting with conversation analysis so healthcare leaders can understand why patients call, where they encounter difficulty, and what agents need to resolve more requests.
Operational value
Immediate reporting and quality assurance value, with a path to better automation.
02 · Experience
Locate patient friction by call type
Organize sentiment and recurring difficulty around scheduling, referrals, prescriptions, billing, appointment preparation, and other patient needs.
03 · Quality
Apply consistent QA across in-scope calls
Evaluate accuracy, empathy, workflow adherence, escalation, and resolution across available human and digital call recordings or transcripts.
How it works
Analyze the call. Improve the knowledge. Expand what works.
1
Establish the baseline
Connect available telephony data, recordings, or transcripts and confirm the queues, call types, measures, and refresh cadence in scope.
2
Interpret the findings
Search, score, and organize interactions to identify recurring friction, inconsistent answers, quality issues, and opportunities for operational improvement.
3
Act and measure
Prioritize coaching, workflow, Sherlock EKOL, PEC Central, and AVA actions, then evaluate subsequent interactions against the agreed outcomes.
Connected by design
One improvement loop for human and digital interactions.
Informs EKOL
Reveals missing, unclear, or conflicting knowledge that designated owners can validate and approve.
Supports PEC Central
Helps identify the answers and workflow guidance live agents need during patient interactions.
Guides AVA
Shows which call types may be ready for automation based on volume, complexity, knowledge, system access, and escalation requirements.
What Insights delivers
See what drives every patient call.
Insights combines operational reporting, conversation analysis, and professional interpretation so leaders can distinguish staffing needs from knowledge, workflow, and coaching problems.
01
Call center operational metrics
Connect inbound and outbound activity, queue performance, abandonment, speed of answer, handle time, hold time, and transfers with call intent and conversation findings where the required telephony data is available.
02
Patient sentiment and friction by call type
Organize sentiment and friction around scheduling, referrals, prescription requests, billing, appointment preparation, and other call types to reveal the causes of frustration, transfers, and unresolved requests.
03
Quality assurance for human and digital agents
Apply agreed criteria across available, in-scope recordings or transcripts. Evaluate accuracy, empathy, workflow adherence, escalation, and resolution, then calibrate automated scoring with supervisor review.
04
A roadmap for call automation
Prioritize automation opportunities by volume, complexity, knowledge readiness, system access, and escalation requirements instead of selecting use cases on volume alone.
05
Search across calls to improve resolution
Investigate recurring questions, avoidable callbacks, transfers, and inconsistent answers across the analyzed call corpus, then use the findings to improve approved knowledge and workflow guidance.
From findings to resolution
Put better knowledge to work for live agents and AVA.
Insights reveals missing, unclear, or conflicting guidance in actual calls. Your designated owners validate the answers and workflows. The Enterprise Knowledge Orchestration Layer makes that approved guidance available to PEC Central and AVA.
Live agents
PEC Central
Surfaces relevant answers and workflow guidance during patient interactions to reduce searches, unnecessary transfers, and avoidable callbacks.
Shared foundation
EKOL
Approved answers, workflow guidance, system permissions, and escalation rules.
Digital agents
AVA
Handles eligible interactions using approved knowledge and workflows, with defined handoffs when a live agent is needed.
Success is a completed patient task with fewer repeat contacts and unnecessary transfers. A shorter conversation alone does not establish success.
A practical path to adoption
Expand as the evidence supports it.
Begin with immediate reporting and call-analysis priorities. Define the scope and outcome for each stage, then use the findings to decide where PEC Central and AVA can add value.
01
Connect and establish a baseline
Confirm reporting interfaces, recording access, in-scope queues and call types, metric definitions, source history, refresh cadence, and integration dependencies before finalizing scope.
02
Improve knowledge and support live agents
Use metrics, sentiment, QA, and intent to identify priority knowledge gaps. Validate answers with content owners, activate approved guidance through the EKOL, and measure resolution, transfers, quality, and handle time together.
03
Automate eligible interactions and expand
Select AVA use cases based on readiness, establish escalation rules, validate performance, and use subsequent interaction analysis to guide the next expansion.
How to measure progress
Measure resolution, efficiency, and patient experience.
Set targets after validating the baseline and compare similar call types over time.
Reporting and coverage
Accuracy and availability of required metrics, plus coverage of in-scope inbound and outbound calls.
Patient experience
Sentiment and friction by call type, including recurring causes of confusion, transfers, and unresolved requests.
Live agent effectiveness
First-call resolution, unnecessary transfers, QA, handle time, and repeat contacts where linkage is available.
AVA performance
Eligible tasks completed, escalation quality, repeat contacts, and adherence to approved workflows.
Knowledge and value
Priority knowledge gaps closed, fewer avoidable contacts, less rework, and staff capacity released.
Professional services
Turn findings into accountable action.
Performance interpretation
Define what good looks like by call type, establish baselines, and calibrate QA and sentiment findings against reviewed calls.
Operational improvement
Separate coaching needs from staffing, knowledge, and workflow issues, then assign owners and measures of success.
Knowledge and automation planning
Translate findings into prioritized EKOL updates and a roadmap for PEC Central and AVA.
Ongoing outcome reviews
Reassess performance, unresolved friction, and the next workflows to improve or automate.
