Patient Support Program (PSP) Intelligence
Industry
Motor & Health Insurance
Engagement Type
AI analytics for call centre operations
Scope
Customer Acquisition & Retention, reimbursement support & adherence coaching calls
Geography
India
Project overview
Call-Center Analytics Patient Support Program (PSP) Intelligence
Challenge
Call transcripts and notes contained rich information but were not leveraged for insights.
Leadership was unable to quantify drop-off points, frustration triggers, and adherence barriers.
Quality scoring was manual and inconsistent across agents.
Our Approach
Used speech-to-text + sentiment + emotion inference on call transcripts.
Developed patient journey drop-off signatures based on conversation patterns & objection types.
Built agent coaching dashboards identifying tone, reassurance markers & resolution pathways.
Created adherence-risk flags based on keyword clusters and call outcomes.
Impact Delivered
First-call resolution improved from 63% to 82%.
Patient adherence increased by 21% through targeted support scripts.
Call duration decreased by 11% without compromising empathy.