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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:

📞 New patient — cataract evaluation for grandmother

🔇 Audio coming soon — read the transcript below

Transcript

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

Patient: Hello. I'm calling for my grandmother. She's having trouble with her vision and we'd like to schedule a consultation.

Operator: Sure. Has your grandmother been seen by an ophthalmologist before?

Patient: Yes, about two years ago she was told she had early-stage cataracts, but surgery wasn't needed at the time. Now her vision has gotten much worse — she can barely see the TV.

... see full transcript ▾

Call Analysis

🤖 AI Analysis Result

Intent

Scheduling

Result

Scheduled ✓

Service

Cataract Evaluation

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

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

Cataract triage

✓ Asks if previously evaluated by ophthalmologist

✓ Asks about vision evolution

✓ Asks which eye is affected

✓ Correctly classifies as cataract evaluation

✓ Explains lens types (monofocal vs multifocal/EDOF)

✗ Does not ask about general health conditions (diabetes, hypertension, chronic diseases)

✓ Recommends bringing previous medical documents

Good cataract triage but missed the question about general health conditions.

💰 Commercial 3.3

Price communication

✓ Communicates evaluation price (450 lei)

✗ Does not mention investigations cost separately

✓ Mentions doctor will explain surgery costs per option

Opportunities

✗ Does not mention indicative surgery prices

Communicated evaluation price but did not mention investigations cost separately, and did not give indicative surgery prices.

What the manager sees:

"Diana did a solid cataract triage — asked about history, affected eye, explained lens types clearly. Missed the question about chronic diseases, didn't mention investigations cost separately, and didn't give indicative surgery prices."

Test your clinic scenarios on all 3 axes in parallel.
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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 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