Dermatology Dentistry Ophthalmology Orthopedics ENT

How KPFY analyzes an ENT call

Listen to a real call and see what AI extracts automatically

Call & Transcription

Choose call type:

📞 New patient — nasal breathing difficulty, possible septal deviation

🔇 Audio coming soon — read the transcript below

Transcript

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

Patient: Hello. I'd like to schedule an ENT appointment. I've been having trouble breathing through my nose for a while.

Operator: Sure. Have you been seen by an ENT doctor for this before?

Patient: No, I haven't. But I can only breathe through one nostril and it's even worse at night — I sleep with my mouth open.

... see full transcript ▾

Call Analysis

🤖 AI Analysis Result

Intent

Scheduling

Result

Scheduled ✓

Service

ENT Consultation with Nasal Endoscopy

Operator

Diana

4.2

💬 Communication

4.0

🏥 Expertise

3.3

💰 Commercial

💬 Communication 4.2

Greeting

✓ Professional greeting with clinic name

✓ Introduces themselves by name

Patient identification

✓ Identifies patient by name

Reason for calling

✓ Asks or clarifies the reason for the call

Appointment confirmation

✓ Confirms date, time, name

Closing

✗ Did not ask if they can help with anything else

✓ Thanked and wished a good day

Professional communication, only the closing question is missing.

🏥 Expertise 4.0

ENT triage

✓ Asks if previously evaluated by ENT

✓ Asks how long the problem has been present

✓ Asks about symptoms (single nostril breathing, nocturnal worsening)

✓ Explains the investigation (nasal endoscopy)

✓ Mentions possibility of septoplasty

✗ Does not ask about associated symptoms (snoring, headaches, frequent sinusitis)

Good ENT triage but missed asking about associated symptoms.

💰 Commercial 3.3

Price communication

✓ Communicates consultation price (550 lei)

✗ Does not mention indicative surgery cost

Communicated consultation price but did not give an indicative cost for surgery.

What the manager sees:

"Diana did a good ENT triage — asked about history, symptom duration, explained endoscopy and surgery option. Missed asking about associated symptoms and didn't mention indicative surgery cost."

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Operator Performance

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 associated symptoms (snoring, headaches) 18% → 74%

Mentions indicative surgery cost 6% → 55%

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

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

Team Performance

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

Team trend — key scenarios over 8 weeks