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05 · The Intelligence

The whole operation, live on one screen.

Every call comes back as a record you can use, and the agent learns overnight from the calls your team flags.

Walk through it Hear it live
Live operationsEvery call, as it happens
Replay and learnFlagged · fixed · shipped
Daily summaryLands at 6:00 pm

Four capabilities · 4 sections below

05.1 · Command centre

The whole operation, live on one screen.

Calls today, answered before the second ring, booked, handed to staff, campaigns in flight. And at 6pm every day, a summary lands in your inbox without anyone building it.

  • 1Live operations across every line and channel
  • 2Bookings, campaigns and handoffs in one view
  • 3A daily summary at 6pm
Command centre · todayAll lines · all channels
Calls today312
Answered under one ring311
Booked74
Handed to staff19
Bookings by hour08:00 to 20:00
Mon
Tue
Wed
Thu
Fri
Sat
Sun
What callers talk about4 themes
BookingsPricingReschedulesComplaints
Campaigns in flight
Launch week71%
No-show recovery44%
Renewals90%
Daily summary · lands at 6:00 pmToday: 312 calls, 74 booked, 19 handed to staff.Saturday viewings drove most bookings. Two calls need your review. One promise is ten minutes overdue.

Sample data, illustrative

05.2 · The call record

Every call comes back as a record you can use.

Duration, sentiment, the actions taken, a summary and the next step. Not a transcript to read, but a record to act on, with the recording one click away.

  • 1Summary, sentiment and next step on every call
  • 2Every action it took, with what it changed
  • 3Recording and transcript, searchable
Call record · #4128Positive
DirectionInbound
Duration2:14
SentimentPositive, rising
OutcomeBooked
Summary

Aisha called to move her Monday cleaning. The agent offered Thursday, booked 3 pm with Dr Rahman, confirmed her panel insurance and sent an SMS. She also asked about a claim, which was handed to billing with a callback before 5 pm.

Calendar movedPanel verifiedSMS sentTask created for billing
Next stepBilling calls Aisha before 5:00 pm.
0:46 / 2:14

Aisha: Thursday at three, please. And is it still covered by my panel?

Sample record, illustrative. Playback follows the transcript.

05.3 · Replay and learning

Every call reviewable. It learns overnight.

Flag a call your team did not love. Fix the knowledge or the rule behind it. The change is tested against real conversations and shipped, and every future call knows.

  • 1Flag any call from the record
  • 2Fixes are tested before they ship
  • 3Learning happens overnight, with your sign-off

01Tom flags a call: the agent said it had no information on pets.

Before
Do you accept pets?
I'm sorry, I don't have that information.
Flagged
After
Do you accept pets?
Yes, up to two, with a deposit. Shall I add that to your viewing?
Not shipped yet
05.4 · Experiments

Test an approach before you commit to it.

Run two openings, two offers or two channels against each other. Outcomes reconcile across voice, WhatsApp, SMS and email, so a winner is a winner for the whole journey.

  • 1A/B across approaches and channels
  • 2Outcomes reconciled per customer, not per message
  • 3Roll the winner out in one step
Experiment · launch outreachB is ahead
ACall first, WhatsApp after
Reached71%
Booked18%
BWhatsApp first, call after
Reached84%
Booked27%
Winner

Reconciled across channels. A customer who read the WhatsApp and then answered the call counts once, as one booking, against the approach that started it.

Sample experiment, illustrative

Previous · 04The ControlEverything it does runs inside your rules.Next · 06The FitYour own number in days, or inside what you already run.
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