Conversation intelligence · auto-clustered · last 14 days
14,382 calls · 182 distinct failure modes found
We listen to every call, cluster what people actually say (not just dispositions), and flag the patterns that lose bookings. Click any cluster to see sample quotes and add the fix to the knowledge base in one click.
3.8%
LOST-BOOKING RATE · ↓ 1.2 pts / 2 WK
Calls analyzed
14,382
100% coverage · last 14d
Failure clusters
182
12 new this week
Auto-fixed
47
→ added to KB
Bookings recovered
218
≈ $2,704 LTV
Failure clusters · ranked by lost-booking impact
auto-clustered · updated 14:4201
"Do you take my insurance?" · agent says wrong provider
"I have Blue Shield PPO." · "Let me check your insurance — yes we accept Aetna." — agent reads the wrong field from `verify_insurance`.
184OCCURRENCES
TRENDING · 2 wk
02
Caller asks for a specific dentist who's out of network
"I want Dr Patel specifically." · "He only has Thursday afternoons." — 38% of these abandon when offered Dr Kim instead.
147OCCURRENCES
STABLE
03
Spanish-language request · agent switches too late
"¿Hablas español?" → agent continues in English for 12–18 seconds before code-switching.
92OCCURRENCES
IMPROVING
04
"Can I speak to a human?" · agent repeats intro instead of transferring
Caller asks for a human 2+ times, agent doesn't detect escalation intent and starts the 5-question flow.
78OCCURRENCES
TRENDING · 1 wk
05
Compliance · caller in CA not informed of recording
"Wait, is this being recorded?" · agent proceeds without the disclosure for CA two-party consent.
64OCCURRENCES
COMPLIANCE RISK
06
"I'm already a patient" · agent re-asks identity questions
Returning caller frustrated at being asked DOB, insurance, etc. — tool didn't hit the patient-lookup endpoint.
58OCCURRENCES
STABLE
07
Pricing objection · agent reveals list price before value framing
"How much does it cost?" · agent responds with $240 flat before mentioning what's included — 42% call drop-off within 10s.
51OCCURRENCES
NEW
08
Appointment ambiguity · "next Tuesday" not disambiguated
Caller says "next Tuesday" on a Friday — agent books current-week Tuesday by accident; 14 subsequent cancellations.
42OCCURRENCES
IMPROVING
Top topics mentioned · weighted by talk-time
50 of 2,412 topicsInsurance coverage
mentioned in 42% of calls
Appointment scheduling
38% · primary intent
Pricing & cost
28% · mostly post-booking
Provider preference
22% · "Dr Patel" dominant
Pain / urgency
18% · "emergency" common
New-patient intake
16% · needs forms
Reschedule / cancel
14%
Spanish preference
8%
Privacy / recording
6% · CA / IL callers
Cluster 01 · Insurance wrong provider · 184 occurrences
CALLERI have Blue Shield PPO, should be in-network.
AGENTLet me check your insurance — yes we accept Aetna. Your appointment will be covered. ← wrong provider.
CALLERThat's not what I said.