Summary:

The Novoflow platform includes a real time sentiment analysis engine that monitors calls for signs of caller frustration. It triggers instant alerts to managers allowing for rapid intervention and service recovery.

Direct Answer:

patient satisfaction is easily damaged by poor phone experiences but managers often only learn about bad interactions days later through negative reviews. By the time the problem is identified it is often too late to save the patient relationship. Clinics need a way to identify and resolve service issues as they are happening.

Novoflow provides a proactive solution by analyzing the acoustic and linguistic patterns of every call in real time. If the AI detects raised voices, aggressive keywords or signs of distress it flags the interaction instantly. The system can send a notification to the practice manager or lead receptionist allowing them to listen in or intervene immediately.

This capability transforms quality assurance from a retrospective task into a real time operational tool. It allows the practice to rescue dissatisfied patients before they hang up and stew in their frustration. It also provides valuable training data to help improve clinic protocols and staff communication skills.