One agent. Every channel. It remembers everything.
Calls in and out. WhatsApp, Instagram, web chat and email. One brain, one thread per customer, so nobody has to explain themselves twice. And at the end of every month, it tells you what was actually said in all of them.
They already explained. Three times, to three systems.
A person messages you on Instagram, calls two days later, and follows up on WhatsApp. Four tools each saw one touch. Nobody saw the story.
Our agent holds one thread per person, across every channel, in both directions. It knows what they asked last time.
Sixteen jobs. Five verbs. The sixth is the report.
There is a list of calls every company knows it should make. Nobody makes them.
| THE JOB | WHO SHOULD DO IT | WHAT ACTUALLY HAPPENS |
|---|---|---|
| Call every discharged patient | Nursing staff | A handful get called. Problems are found late. |
| Confirm every return request | Support team | Auto-approved. Nobody learns why. |
| Screen 10,000 applicants | Recruiters | Impossible. Hiring stalls or quality drops. |
| Call back every enquiry in 5 minutes | Inside sales | Called in two days, if at all. |
| Ask every happy customer for a review | Nobody owns it | Never happens. |
These aren’t efficiency problems. The work simply isn’t being done, and it costs you every day.
Nothing in your phone system gets replaced.
You keep your number. No porting, nothing to reprint.
Your IVR still works. We sit in front of it, not instead of it.
Your provider stays. Exotel, Twilio, Ozonetel, Knowlarity, Plivo, or your own SIP. Or we bring one.
The agent is one more extension on a system you already run.
Every other agent forgets the call the moment it ends.
Ours reads all of them back. What people asked. What worried them. What they got wrong about you, counted, biggest first.
Then you change one line, and we run the next 500 conversations to see if it moved.
One report · sample of 100 · postgraduate admissions
24 of them thought they’d end up on a construction site.
We ran 100 conversations for one postgraduate programme. 24 prospects believed the course would put them on a building site in a hard hat. It won’t. It is an office and consultancy role, and the site visits are planned fieldwork.
One sentence in the counsellor script answers it completely. Nobody inside the institution knew, because the only place it had ever been said out loud was on the phone.
Every industry has its own version. See the seven →
See a real reportEvery industry has a job nobody gets to.
The calls that would make a difference are the ones there's never time for. Here's the one in yours.
Staffing & recruitment
“Why do candidates accept the offer and never join?”
A ghosted joining is a total loss. You lose the fee, the sourcing cost, and the client relationship. Nobody calls the candidate afterwards to find out why, and the recruiter's guess is almost always “counter-offer.” It usually isn't.
Healthcare & diagnostics
“Why don't patients who were advised a procedure book it?”
The consultation ended with a recommendation and the booking never happened. Clinics record that as a no-show statistic. It is almost never indifference. It is fear, or a family member who was not in the room.
D2C & e-commerce
“Why does the parcel get refused at the door?”
A returned COD order costs roughly ₹560 once shipping both ways, packaging, blocked capital and the wasted acquisition are counted. Risk-scoring at checkout guesses who will refuse. Only a conversation tells you why.
Lending & credit
“Why don't approved applicants draw down?”
You spent the acquisition cost, ran the bureau check and issued the sanction. A large share still never disburse. The CRM logs it as “not interested,” which is not a reason.
Insurance
“Why does the policy lapse at first renewal?”
Thirteenth-month persistency is audited, reported quarterly, and has been sliding across the industry. Everyone measures the number. Nobody measures the sentence the policyholder says when asked.
Real estate
“Why doesn't the site visit become a booking?”
They drove out on a Sunday, walked the sample flat, and stopped answering. The sales head hears “price.” The recording usually says something else entirely.
Higher education
“Why do admitted students go somewhere else?”
The offer letter went out and they enrolled elsewhere. Counsellors report fees. The conversations, counted, put fear about the job itself ahead of fear about the fee. And the job worry is far cheaper to answer.
Start with one job.
We take one job for 30 days. 500 conversations, one full report, then you decide. The fee comes off your first year if you go ahead.