Map call intents
- •List every call type and tag as Tier 1 or Tier 2+.
- •Align routing rules with scripts so AI grabs Tier 1 first.
- •Document guaranteed human handoffs for sensitive scenarios.
Operations KPI•Operations & staffing
Daytime Coverage Mix
Shows how AI and humans split the daytime phone queue so staff focus on higher-value work.
This KPI is the change-management anchor for front-desk teams. It proves AI takes 55–70% of Tier 1 calls while humans keep the complex interactions that need judgment.
AI handled
55–70%
Insurance verification, reminders, FAQs, simple scheduling.
Human handled
30–45%
Clinical triage, billing disputes, concierge escalations.
Publish weekly mix
- •Track resolved calls by bucket and share with staff.
- •Highlight redeployed tasks humans picked up thanks to AI.
Assumptions
What this KPI assumes
Escalation clarity
Staff know exactly when and how AI hands off.
QA cadences
Weekly reviews keep intent libraries fresh.
Supporting proofs
Share with finance + ops partners
Need help documenting your mix?
We’ll co-build the intent matrix and staff training deck tied to this KPI.