Every call analysed: AI audio intelligence that lifted conversion in healthcare call centres
Client: A US healthcare services organisation operating patient call centres.
Leadership experience: this programme was delivered by a member of Robral's leadership team during a previous role at another organisation, and is shared with their permission. It is not a Robral Technologies engagement. Client identity is withheld.
- Industry
- Healthcare contact centres
- Region
- USA
- Coverage
- 100% of calls
- Solution
- Audio intelligence
The challenge
Thousands of weekly calls, but low conversion from calls to booked patient appointments.
No visibility into why calls failed, or into agent behaviour and communication gaps.
Manual QA could review only a small share of calls, so most insight went undiscovered.
What was built
Generative AI transcribes and evaluates every call conversation.
Extracts follow-up tasks, patient queries and unresolved concerns directly from call audio.
Agent dashboards with strengths, coaching cues and reference scripts.
KPI analytics for hit rate, engagement quality, sentiment and resolution pathways.
- ~10%higher inbound call conversion
- ~5%better outbound hit rate
- 100%of calls transcribed and evaluated
Outcomes
- Inbound conversion up about 10% and outbound hit rate up about 5%.
- Full leadership visibility into agent performance and call quality.
- Much less time spent on manual QA, and process changes driven by data.
Technology & capabilities
- React
- Node.js
- SQL Server
- OpenAI APIs
- Speech-to-Text
- Azure DevOps
Relevant forContact centres, BPOs and patient-access teams that want QA coverage and conversion insight across every call.
Facing something similar?
Tell us about your system. The usual first step is a 14-day proof of concept on one real slice.
Start a conversation