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Account readback · Boot sequence

Harbor Health

Window: Open
Sector
Regional Healthcare
Revenue
$1.8B
Employees
0
Phone
888 555 0102
Nodes
0

Patient-access consolidation is underway; the contact centre is being re-scoped now, before the payer-portal rollout locks the roadmap.

DiagnosticLive · 0 Nodes · 00:00

Building menu graph…

Section 02 · Executive readout

Initial score report.

The verdict before the evidence: one score, the scope behind it, and the five observations that drive it.

Sector benchmark

64/100

Peer median, same sector

ScoreCX

0/100

WARNING

Mid-market — the tree works, but parity with the web experience is unfinished.

Diagnostic scope

0
Menu paths
0
Customer tasks
0
Friction indicators
0
Self-service opportunities

Competitive positioning

▼8 vs sector

Client 56Sector 64
LaggardLeader

Top 5 observations

  1. 01Identification is demanded before intent is ever captured.CRITICAL
  2. 02Every web-completable task falls back to a human on the phone.CRITICAL
  3. 03Escalation runs three levels deep, ending in a dead end.WARNING
  4. 04Context is dropped at transfer, forcing re-authentication.WARNING
  5. 05Prompts miss Harbor Health's voice pillars on every branch.NOTE

Key priorities

  • Capture intent before identity
  • Close the web-to-voice parity gap
  • Carry context through escalation

Section 03 · Capability

Website says L5. The phone line says L1.

Every capability graded on the same L0–L5 maturity scale. Left of the spine is the digital channel; right of the spine is the voice channel.

Headline delta

▼ 0

L4 web · L2 ivr

Website maturityIVR maturity
  • L5

    Pay a bill

    ▼ 2

    Web completes payment end-to-end; the line routes to a queue.

    L3
  • L5

    Check account balance

    ▼ 2

    No caller authentication reuse — balance requires an agent.

    L3
  • L4

    Reschedule an appointment

    ▼ 2

    Scheduling exists online only; the IVR offers no branch for it.

    L2
  • L4

    Report an outage / issue

    ▼ 2

    Phone path collects nothing before handoff.

    L2
  • L5

    Update contact details

    ▼ 2

    Not offered by voice at any menu depth.

    L3
  • L3

    Speak to a specialist

    ▼ 2

    Escalation works but is nested three levels deep.

    L1
L0
Absent
L1
Routing
L2
Informational
L3
Assisted Lookup
L4
Guided Resolution
L5
Transactional Completion

Section 04 · Friction

Where the caller pays.

Friction index per diagnostic pillar, 0–100. Higher means more caller effort spent before resolution.

Composite

0

/ 100 friction

0/100Friction index
elevated

Execution & Transactional Self-Service

No task can be completed without an agent handoff.

0/100Friction index
elevated

Navigation Architecture & Escalation

Support branch nests three levels deep with one dead end.

0/100Friction index
elevated

Omnichannel & Web Parity

Five web-completable tasks have no voice equivalent.

0/100Friction index
elevated

Context & CRM Data Integration

Caller re-authenticates after transfer; no context is carried.

0/100Friction index
elevated

Conversational NLP & Intent

Strict DTMF grammar; open-ended intent is never captured.

Section 05 · Evidence

Findings ledger.

Each row is an observation captured during the autonomous traversal, timestamped against the call clock.

Critical

1

of 5 findings

IDSeverityAtLocusFinding
F-02CRITICAL1:13Support › Technical

Dead end returns caller to the root menu with no escape

Third selection loops to the opening prompt; no zero-out offered.

F-03WARNING1:41Hold queue

No queue position or estimated wait communicated

92s of hold music with a single generic re-assurance loop.

F-04WARNING0:58Billing branch

Off-brand scripting contradicts published voice pillars

"Your call is important to us." — Harbor Health publishes "candor" as a pillar.

F-05NOTE0:09Root menu

No language selection offered

Single-locale prompt set across all eight discovered nodes.

F-06NOTE2:02Agent handoff

Agent re-collects details already keyed by the caller

"Can I get your account number again?"

Section 06 · Paradigm

Same caller. Different conversation.

A line-by-line rewrite of the traversal, from DTMF tree to intent-led resolution.

Today · DTMF tree

  1. 01"Please listen carefully, our menu options have changed."
  2. 02Press 1 for sales, 2 for support, 3 for billing.
  3. 03Enter your account number followed by pound.
  4. 04Please hold for the next available representative.
  5. 05Average 92s to a human, 0 tasks self-served.

Proposed · Intelligent virtual agent

  1. 01"Hi, you've reached Harbor Health. What can I take care of?"
  2. 02Open intent capture — routes on the caller's own words.
  3. 03Recognized from ANI + CRM lookup; confirms rather than collects.
  4. 04Resolves in-channel, or states position and offers a callback.
  5. 05Target 0s to resolution on 4 of 6 top intents.

Section 07 · Architecture

From legacy core to conversational runtime.

The migration layer that carries call control, identity and intent from the existing routing core onto a modern conversational AI platform.

LEGACY COREINTEGRATION LAYERCONVERSATIONAL AICHANNELSSIP TrunkCarrier ingressGenesysLegacy IVR / routing coreSmartTellerCore transaction systemIntegration BusAPI gateway / ESBIdentityAuth + ANI matchKnowledge BaseGrounding corpusAgentforce Contact CenterConversational AI runtimeService CloudCRM + case orchestrationVoiceInbound lineWeb / AppDigital self-serviceMessagingSMS + chat
  • Migration layer (proposed)
  • Existing integration
  • Integration bus
  • Channel surface

Section 08 · Roadmap

IVA replacement roadmap

Six-dimension CX grade and the prioritized backlog of intelligent-agent replacements.

Dimensional scores

  • Voice energyOptimize6.5/10

    Voice is monotone in menu prompts.

  • Language / scriptOptimize6.5/10

    Script leans transactional; misses brand voice pillars.

  • Brand alignmentMaintain8.7/10

    Off-brand phrasing on hold and greetings.

  • Menu structureMaintain8.7/10

    Menu depth exceeds three levels on the support branch.

  • International friendlinessRebuild3.2/10

    No language selection offered.

  • Emotional intelligenceRebuild3.2/10

    No acknowledgement of caller wait time.

Opportunities

  1. 01

    Deflect billing FAQs to a self-service IVA

    Estimated 34% call deflection at the billing branch.

    high
  2. 02

    Replace hold music with proactive queue-position updates

    Reduces perceived wait time and abandonment.

    medium

Section 09 · Scope

What this diagnostic covers.

Sampling scope, coverage and confidence for the traversal behind this readback.

0
Nodes discovered

Unique prompts fingerprinted

0%
Menu coverage

Reachable branches traversed

0
Calls placed

Single autonomous traversal

0.00
Transcription confidence

Mean per-prompt ASR score

0 pages
Brand corpus

Mission, about, contact

v0.0
Scoring rubric

Five-pillar diagnostic matrix

Business hours
Sample window

Weekday, local time

No after-hours
Known limits

Night tree not sampled

Section 10 · Sign-off

Optimize the existing tree

Harbor Health's line was traversed autonomously and graded against the five-pillar diagnostic matrix. This readback is ready for stakeholder review.

Locks this readback and shares it with the account team.

Deliverable

Generate stakeholder-ready slides from this diagnostic (coming soon).

Confidential · Client evaluation material

Encrypted at rest · SHA 222222222222422282222222