01 · Coverage
Review 100% of calls
Apply consistent monitoring across the full interaction volume instead of relying on a small sample that can miss important patterns.
AI Call Monitoring
Turn every patient call into measurable operational intelligence.
Insights continuously analyzes 100% of calls handled by human agents and AI digital employees, replacing narrow QA sampling with objective visibility into patient sentiment, agent quality, and outcomes across every interaction.
Operational value
Built to improve the work behind every patient interaction.
02 · Risk
Flag high-risk calls in real time
Identify problematic interactions, patient frustration, compliance concerns, and inconsistent outcomes while leaders can still act.
03 · Performance
Coach and optimize with evidence
Connect coaching opportunities to the actual interaction and compare where human and digital employees add the most value.
How it works
Capture, score, understand, and improve every interaction.
1
Capture and analyze
Calls are transcribed and analyzed for intent, sentiment, compliance, performance, and outcomes.
2
Score, search, and interrogate
Interactions are evaluated against defined measures, while semantic search helps leaders uncover hidden issues, trends, and systemic opportunities across the full call corpus.
3
Surface action
Alerts, coaching moments, risk areas, and operational trends become visible to the teams responsible for improvement.
Connected by design
One product. One connected PEC360 platform.
Analyzes
Interactions handled by AVA, live agents in PEC Central, and other connected call-center workflows.
Informs
Training, quality assurance, automation opportunities, and patient-experience improvement priorities.
Distinct from EKOL
Insights analyzes interactions; Sherlock EKOL orchestrates the enterprise knowledge used during those interactions.
