Dermatology Dentistry Ophthalmology Orthopedics ENT

How KPFY analyzes an Ophthalmology call

Listen to a real call and see what AI extracts automatically

Call & Transcription

Choose call type:

📞 Complaint — poor explanation after evaluation

🔇 Audio coming soon — read the transcript below

Transcript

Operator: Hello?

Patient: Hello. I was at your clinic yesterday with my mother for a cataract evaluation and I'm very unhappy.

Operator: Hello, I'm sorry to hear that. Tell me what happened.

Patient: We waited almost two hours. And when we got in, the investigations were very quick and nobody explained anything to my mother. She left without knowing what she has or whether she needs surgery.

... see full transcript ▾

Call Analysis

🤖 AI Analysis Result

Intent

Complaint

Result

Escalated

Service

Cataract Evaluation

Operator

Diana

3.0

💬 Communication

—

🏥 Expertise

4.0

💰 Commercial

💬 Communication 3.0

Greeting

✗ Unprofessional greeting (just "Hello?" — no clinic name)

✗ Did not introduce by name

Reason for calling

✓ Asks or clarifies the reason for the call

Closing

✗ Did not ask if they can help with anything else

✓ Wished a good day

Unprofessional greeting (just "Hello?") significantly impacted the communication score.

🏥 Expertise —

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

💰 Commercial 4.0

Complaint empathy

✓ Listens without interrupting

✓ Validates patient emotion

✓ Proposes concrete solution (free follow-up)

✓ Offers alternative (different doctor)

✓ Sets callback deadline (tomorrow by noon)

✗ Does not formally register the complaint

Good complaint handling but did not formally register the complaint.

What the manager sees:

"Diana handled the complaint empathetically, proposed a solution and offered a different doctor. The unprofessional greeting (just "Hello?") and missing formal complaint registration are areas for coaching."

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