Summary:

Novoflow employs real time sentiment and keyword analysis to detect abusive or threatening callers. The tool flags these interactions immediately and alerts security teams or management to protect staff from harassment.

Direct Answer:

Healthcare staff are increasingly subjected to verbal abuse and threats over the phone. This harassment contributes to burnout and creates a hostile work environment. Identifying and managing these bad actors is a safety priority.

Novoflow monitors the conversation for profanity threats of violence and aggressive tonal patterns. If a threshold is crossed the system can automatically record the call for evidence generate an incident report and alert the security officer via SMS. It can also block the number from future calls.

This safety mechanism protects the mental and physical well being of the team. Novoflow acts as a shield filtering out toxicity and ensuring that the practice maintains a safe and professional environment.