Full breakdown of the 35,600 calls
Overview of the total universe, classified by reason for contact
Every call this month, automatically classified by the KYCall AI engine according to the customer's primary reason for contact.
Distribution of the 35,600 calls
Service resolution funnel
Reason for dissatisfaction and daily trend
What creates friction with the customer, and how the service performed day by day
KYCall AI automatically classifies the main reason for dissatisfaction detected in calls with negative sentiment, and cross-references daily volume with the first-contact resolution rate.
Daily volume and resolution rate (FCR)
Service quality and compliance
Customer sentiment and protocol adherence indicators
Metrics derived from sentiment analysis and adherence to the customer service and policy-verification protocol across 100% of calls.
Sample of analyzed calls
Illustrative cases by category
Representative examples generated by KYCall AI for each reason-for-contact type — this is the detail behind every number on the dashboard.
Conclusions and next steps
1
Solid FCR at 78%: above the typical insurance-industry benchmark (60-70%), with room to reach 85%.
2
Wait time is complaint #1: 39% of calls with negative sentiment cite it as the primary cause.
3
The claims process creates friction: 27.6% of complaints relate to the perceived complexity of the claims procedure.
4
High protocol compliance: 95% of calls correctly verify the policy and give the recording notice.
5
6% of cases remain pending follow-up after 48h: an opportunity for proactive callbacks to close the loop.
6
Active alert monitoring: KYCall AI automatically flags calls with risk language for priority review.