AI at Work · Illustrative workflow
Admissions: call review
Reviewing calls for handoffs, commitments and coaching
After calls end, AI can point reviewers to moments worth a look. It suggests; a supervisor listens, decides what happened, and chooses any coaching or follow-up.
Handoffs that may not have happened
Review can flag calls where the transfer was offered but not accepted, the caller left the queue, or the fallback step does not appear in the record. Each flag is a prompt for a person to check, not a finding.
Commitments made on the call
If a representative promised a callback, information or a next appointment, the review lists that commitment so staff can confirm it was kept. Transcripts can miss words, so reviewers check the recording or notes before acting.
Coaching worth a conversation
Patterns such as rushed handoffs or unclear next steps can be surfaced for a supervisor. The supervisor decides whether coaching is needed and how to give it; the review itself does not score or judge a representative.
Choose which call moments reviewers should see, who reviews them, how representatives receive feedback, and who may access recordings and transcripts.