The Problem

Solace's platform automatically generates a transcript for every advocate call, but in its current state the feature functions as a passive log. Advocates can read conversations, filter by date, and search by keyword, but key information is buried in lengthy transcripts, follow-up tasks have to be identified and created manually, and there is no way to spot patterns across multiple patient interactions. As a result, the feature's potential to drive proactive patient care goes largely untapped.