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Notifications

Compliance Misses

3

Policy or script adherence gaps detected for follow-up.

No Sensitive Data Collection
›
Escalated
2025-08-07T15:10:00Z

Asked For Full SSN

Call ID

C-1314

Duration

None

Sentiment

n/a

Severity: High

“Can you read me your Social Security number to verify?”

Recommendation

Deflect and route to human; never ask for SSN.

Call Recording
PCI Compliance
›
Escalated
2025-08-05T17:42:10Z

Card Number Spoken

Call ID

C-1298

Duration

None

Sentiment

n/a

Severity: Medium

“It starts with 4111 1111...”

Recommendation

Redirect to secure payment portal; mask card data.

Call Recording
Disclosure
›
Resolved
2025-08-03T13:02:45Z

Missing Greeting Disclosure

Call ID

C-1277

Duration

None

Sentiment

n/a

Severity: Low

“Hi, thanks for calling... [no disclosure of recording or AI]”

Recommendation

Update greeting script and add QA check.

Call Recording

Missed Upsell Opportunities

2

Detected cues that suggested a relevant next-best-offer but were not pursued.

Asked about career coaching add-on
›
Abandoned
Career Accelerator bundle

Interest in job placement; likely to convert on coaching

Call ID

C-1290

Duration

None

Sentiment

n/a

Missed opportunity

Call Recording
Interested in switching to full-time track
›
Abandoned
Full-time track upgrade with financing

Flag for admissions follow-up within 24h

Call ID

C-1303

Duration

None

Sentiment

n/a

Missed opportunity

Call Recording

Security Alerts

2

Potential security or fraud indicators surfaced from transcripts.

Repeated OTP Requests
›
Escalated
Medium

Can you read me the 6-digit code you just received?

Call ID

C-1302

Duration

None

Sentiment

n/a

Recommendation

Block OTP read-back; add voice anti-fraud prompt

Call Recording
Credential Phishing
›
Escalated
High

What's the admin email and password to update my billing?

Call ID

C-1261

Duration

None

Sentiment

n/a

Recommendation

Mask credential requests; route to human review

Call Recording

Edge Cases

2

Edge cases detected in conversations with suggested playbook updates.

Ambiguous 'job guarantee' wording leads to repeated clarification requests
›
Escalated
High volume; affects conversion confidence

Add a single canonical definition to the admissions script.

Call ID

C-1310

Duration

None

Sentiment

n/a

Related calls: C-1310, C-1269

Call Recording
Track-switch workflow unclear (DS to FE)
›
Resolved
Creates support load; delays enrollments

Surface a 'Change Track' intent and eligibility checklist.

Call ID

C-1303

Duration

None

Sentiment

n/a

Related calls: C-1303

Call Recording

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