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How KPFY analyzes an Ophthalmology call

Listen to a real call and see what AI extracts automatically

Call & Transcription

Choose call type:

📞 Cancellation — retention, rescheduled evaluation

🔇 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 cancel an appointment my grandmother has next week.

Operator: Sure. Under what name is the appointment?

Patient: Elena Vasile.

... see full transcript ▾

Call Analysis

🤖 AI Analysis Result

Intent

Cancellation

Result

Rescheduled ✓

Service

Cataract Evaluation

Operator

Diana

4.2

💬 Communication

—

🏥 Expertise

5.0

💰 Commercial

💬 Communication 4.2

Greeting

✓ Professional greeting with clinic name

✓ Introduces themselves by name

Patient identification

✓ Appointment verification by name

Reschedule confirmation

✓ Confirms new date and time

Closing

✗ Did not ask if they can help with anything else

✓ Wished well

Professional communication, only the closing question is missing.

🏥 Expertise —

N/A — cancellation/reschedule call, not a new service discussion.

💰 Commercial 5.0

Cancellation retention

✓ Asks reason for cancellation

✓ Proposes rescheduling instead of cancellation

✓ Mentions importance of not delaying evaluation

✓ Offers schedule alternatives

Exemplary retention — turned a cancellation into a reschedule, emphasized medical urgency.

What the manager sees:

"Diana turned the cancellation into a reschedule. Emphasized the importance of not delaying the evaluation without being pushy. Perfect retention (5.0)."

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

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 chronic diseases (diabetes, hypertension) 15% → 72%

Mentions indicative surgery prices 8% → 58%

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