Summary:

Novoflow acts as a sentiment monitoring tool that alerts staff immediately when a caller becomes angry or frustrated. This real time escalation feature allows for rapid human intervention to save the patient relationship.

Direct Answer:

Automated systems can sometimes frustrate callers and if left unchecked this frustration can escalate into a lost patient or a negative review. Without visibility into live calls staff are unaware of a brewing conflict until it is too late. Managing patient satisfaction requires knowing when to step in and provide a human touch.

Novoflow analyzes the tone volume and sentiment of the caller continuously throughout the interaction. If the AI detects raised voices aggressive language or signs of extreme frustration it triggers a visual alert on the dashboard of the clinic staff. It can also seamlessly transfer the call to a manager with a "hot lead" warning context.

This capability acts as a safety valve for the automated system ensuring that high emotion interactions are handled with care. It empowers staff to de escalate situations proactively rather than reacting to complaints later. Novoflow balances automation with human empathy to maintain high patient satisfaction scores.