Everyone talks about AI replacing jobs.
The projects we’re most proud of do the opposite. They remove the work that nobody should be doing manually.
Few months ago, we worked with a healthcare team where an operations manager was responsible for reviewing every support call managed by a team of 10 agents.
Think about that for a moment.
Listening to hours of recordings every week.
Trying to identify which agent handled the call.
Checking whether safety protocols were followed.
Figuring out why patients were unhappy.
Preparing coaching notes.
Building reports.
It wasn’t scalable, and more importantly, valuable insights were getting delayed.
So we built a tool we like to call, Convolytics.
Instead of just transcribing calls, it understands conversations.
It automatically:
- Identifies the agent, even when doctors join the conversation.
- Scores calls against custom quality and safety parameters.
- Generates conversation summaries, intent, outcomes and coaching recommendations.
- Tracks agent and call performance over time.
- Detects and masks PII before reports are generated.
- Produces both detailed call reports and management summaries.
The result?
The operations manager no longer spends days listening to recordings. Instead, they spend their time reviewing actionable insights, coaching agents, and improving patient experience.
This is what excites us about Generative AI.
Not flashy demos. Not chatbots for the sake of having chatbots.
Building AI systems that quietly save hundreds of hours while helping people make better decisions.
We can’t share the actual healthcare reports for obvious privacy reasons, but we’ve created simulated reports that showcase what Convolytics can do. Send me a message, and I’ll share.
If you’re sitting on thousands of customer conversations and wondering what you’re missing, let’s talk.
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