Dermatology Dentistry Ophthalmology Cardiology Orthopedics ENT

How KPFY analyzes a Dermatology call

Listen to a real call and see what AI extracts automatically

📅 Scheduling ❌ Cancellation ⚠️ Complaint

📞 Complaint — patient unhappy with waiting time

Duration: 1:35 · Inbound call · Synthetic voice based on a real scenario

Transcript

Operator: Hello, MedCenter Clinic, Diana speaking. How can I help you?

Patient: Hello. I want to make a complaint. I was at your clinic yesterday and waited an hour and a half past my appointment time.

Operator: I'm very sorry about your experience. I understand how frustrating that must be. Could you tell me the name your appointment was under?

Patient: Andreea Matei. I had an appointment at 10 and didn't get in until 11:30. Nobody told me anything, not even that there would be a delay.

... see full transcript ▾

🤖 AI Analysis Result

Intent

Complaint

Result

Escalated

Service

Dermatology Consultation

Operator

Diana

4.2

💬 Communication

—

🏥 Expertise

4.0

💰 Commercial

💬 Communication 4.2

Greeting

✓ Professional greeting

✓ Introduces themselves by name

Patient identification

✓ Identification by name

Reason for calling

✓ Reason for calling is clear from conversation

Closing

✗ Did not ask if they can help with anything else

✓ Wished a good day

Professional communication throughout, appropriate empathetic tone.

🏥 Expertise —

N/A — complaint call, not a service discussion.

💰 Commercial 4.0

Complaint empathy

✓ Listens without interrupting

✓ Expresses sincere empathy

✓ Proposes concrete solution (free consultation)

✓ Commits to calling back with an answer

✗ Does not ask for additional feedback about the experience

Good complaint handling but could have explored more about what specifically bothered her.

What the manager sees:

"Diana handled the complaint empathetically, proposed concrete solution and committed to follow-up. One step missed: exploring detailed feedback."

Test your clinic scenarios on all 3 axes in parallel.
Unlimited scenarios. 100% configurable. Results from day one.

Diana's progress over 8 weeks

Since the clinic started using KPFY, Diana's scores have been steadily improving

Communication

3.2 → 4.2

+31%

Expertise

2.1 → 4

+90%

Commercial

2.8 → 3.8

+36%

What specifically improved

Asks about family history 12% → 78%

Mentions periodic monitoring 5% → 62%

Asks if they can help with anything else 20% → 85%

Data-driven coaching, not intuition.
Every missed scenario becomes a learning opportunity.

Full team performance

Compare operators on all 3 axes — instantly identify who needs coaching

Operator	💬 Communication	🏥 Expertise	💰 Commercial	Average	Trend
Diana	4.2	4	3.8	4	↑ +0.8
Alexandra	4.5	3.6	4.2	4.1	↑ +0.5
Mihai	3.8	2.4	3.1	3.1	→ +0.1
Elena	4	3.8	2.5	3.4	↑ +0.6
TEAM AVERAGE	4.1	3.5	3.4	3.7	↑ +0.5