Know what really happens
in your call centre.
Your call centre is the first impression patients get of your clinic or hospital, and it often decides whether they come back. Get a clear report on what patients keep asking, so you can fix the causes fast, and see whether operators follow the script and actually solve the problem. Part of the Holty platform.
Call IntelligenceThe patient wanted to book a dermatology check-up and asked about the price. Booked for 22 October at 11:30.
The patient asked how much an allergy test costs and how to prepare. The operator did not offer a slot.
The patient wanted a physiotherapy session this week. The operator promised a call back but set no time.
Call IntelligenceHThe patient wanted to book a dermatology check-up and asked about the price. The operator gave the price, booked her for 22 October at 11:30 and asked her to bring her previous results.
99% of calls are never reviewed
A clinic with 1000+ calls a day produces 55+ hours of conversations. Nobody can listen to that. Problems surface weeks later - from a complaint, not from the call.
1000+ calls a day ≈ 55+ hours of audio
From a phone call to an easy-to-read report
Connect your phone system
Calls arrive on their own - from your cloud PBX or a folder of recordings. Nothing changes for operators.
Every call becomes text
Who said what, when, in which language. The summary says what the patient wanted and how the call ended.
Read what matters
Search, filter by operator or topic, open the calls that need attention. Each finding links to the exact line in the call.
A transcript you can actually read
- Who speaks, at what second, in which language. Several languages in one call, even when the patient switches mid-sentence.
- Clinic vocabulary built in: doctors’ names, services and procedures are recognised, not guessed.
Good morning, this is Clara at the clinic. How can I help you?
Hi, I’d like to book a cardiology check-up, ideally next week.
Of course. Have you seen one of our cardiologists before?
Yes, I saw Dr Lehmann last spring.
Do I need an ECG beforehand?
No, the ECG is done at the visit. Dr Lehmann has Tuesday the 14th at 10:20. Shall I book it?
A summary per call
- What the patient wanted, what was offered, how it ended: booked, confirmed, cancelled, information given, not resolved.
- Patient mood at the start and at the end of the call.
To book a dermatology check-up and to know the price.
The price of the visit and the nearest slot with Dr Bauer.
Booked for 22 October at 11:30. Asked to bring previous results.
Your script, checked on every call
- The clinic’s own checklist - greeting, needs, scheduling, confirmation, preparation, closing - not a generic one.
- Every item: done, partly, not done, or not applicable to this kind of call. A confirmation call is not judged as a scheduling call.
- A score per call and “N of M” items met.
Violations with evidence
- Each violation carries the quote and the time in the recording. Verify in ten seconds instead of listening to ten minutes.
- Severity: low, medium, high, critical. Rudeness and privacy breaches are flagged on their own.
1:52Operator“Great, see you on Tuesday at 10:20. Goodbye!”Play from 1:52
What patients ask
- Every question patients ask, grouped: appointments, prices, doctors’ schedules, preparation, results, address.
- How often each one comes up, how often it gets an answer, and which answers operators give.
- Named the price and what is included
- Named the price, no appointment offered
- Said the price depends on the doctor
- Named the price and what is included
- Named the price, no appointment offered
- Said the price depends on the doctor
Set by the clinic
Follow-ups, flagged
- Calls with unanswered questions, unresolved requests or an unhappy patient - in one filter.
- Each call shows why it was flagged, so you know what to do before you open it.
- Filter by operator or day and hand the list to whoever calls the patients back.
Operators and days at a glance
- Score, violations and unanswered questions per operator and per day; compare periods.
- Spot a busy day or a dip in quality on the chart, then open the calls behind it.
- See which operator needs coaching and on which script items.
Patient conversations never leave the clinic.
Calls are processed inside your clinic’s network. No cloud, no third-party AI.
Holty keeps only the text. The original recording stays in your phone system.
Patients’ phone numbers are never stored, in text or anywhere else.
Managers open the dashboard only from inside the clinic’s network.
Languages and integration
Languages
The languages your patients speak, including calls that switch between them. More languages on request.
Integration
Works with cloud PBX systems through their API, or with exported recordings. Nothing changes for your operators.
Same platform, same rules
Call Intelligence is a product of your Holty deployment. It runs next to everything else you use on Holty.
Running other Holty products already? See how it connects
Questions clinics ask
How accurate is the transcription?
Good enough to read and search; not perfect - phone audio never is. That is why every finding carries its quote and timecode: you check the line, not the whole call. The clinic’s vocabulary (doctors, services) is recognised specifically.
Does it replace listening?
For review, yes. For disputes, the recording is still yours - the timecode takes you straight to the moment.
Which phone systems?
Cloud PBX with an API, or any export of recordings. Setup takes days, not months.
Where is the data?
Inside the clinic. See Privacy.
Which languages?
The languages your clinic works in, including calls that switch between them. Ask us about yours.
Can we use our own checklist?
Yes - the script is yours, with your rules for when each item applies.
See your own calls in it
Bring a day of recordings to the demo. You will see the transcripts, the summaries and the checklist results on your calls, not ours.
Book a Demoor email us at info@getholty.com
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