Success story.
A dashboard that accompanies each counselor while they handle a call for psychological help.
On a psychological helpline, each call represents a person in a difficult situation: violence, abuse, an emergency. Counselors listen, follow up, and manage clinical referrals.
We take on any challenge
At Zenta there are no obstacles we cannot overcome.
Challenge
The content is sensitive and visibility is low. Metrics and signals such as sentiment were needed, useful for monitoring and, above all, for supporting the advisor in their full attention.
Solution
We developed a dashboard platform with AI-powered call analytics. It evaluates sentiment, operational metrics, and service quality, and integrates support guides and pathways into the same panel for reference during the conversation.
Results from our management
Greater visibility of the status of each case.
Direct support to advisors in complex situations.
More organized patient follow-up.
Faster decisions and better quality of service.