# Call reasons · Use cases · Dscvry

> Call reasons: every recorded call transcribed and sorted by the real reason customers called, so the causes behind call volume are found and fixed at...

Source: https://dscvryai.com/use-cases/call-reasons/

# Why are customers calling?

Every recorded call listened to and sorted by why the customer really called, so the causes behind the volume are fixed, not just answered.

See it worked through ·

1. [Home](https://dscvryai.com/)
2. [Use cases](https://dscvryai.com/#use-cases)
3. Call reasons

## The calls are recorded. Nobody hears them.

Agents pick a reason code in a hurry at the end of each call. The real reason, and what would have stopped the call, stays in the recording.

### Codes that guess.

A dropdown picked under time pressure says “billing” when the call was about a missed delivery.

### Samples, not every call.

Quality teams listen to a handful of calls a week, so a new problem takes weeks to show.

### Causes upstream.

Most calls start somewhere else: a confusing letter, a late parcel, a broken web page.

## What the AI reads.

Every call recording, transcribed and read alongside the account, the order and what happened next.

### In

- Call recordings
- Agent notes and reason codes
- Customer accounts
- Orders and deliveries
- Letters and emails sent
- Web and app incidents

### At work

1. [Sense](https://dscvryai.com/technology/sense/) Transcribes every call, across accents and line quality, and separates caller from agent.
2. [Understand](https://dscvryai.com/technology/understand/) Finds the real reason for each call and the event that caused it.
3. [Check](https://dscvryai.com/technology/check/) Compares that reason with the code the agent picked and links it to the account.
4. [Anticipate](https://dscvryai.com/technology/anticipate/) Shows which reasons are rising, and the week they started.
5. [Operate](https://dscvryai.com/technology/operate/) Sends each cause to the team that owns it, with example calls attached.

### Out

Call volume by real reason, each linked to the calls behind it.

## Every call heard. Every reason traced.

The service team sees why customers called this week, what changed, and which team can stop the calls at source.

Call reasons · The reasoning ·

Call reasons · Home energy line · Week 41 Illustrative

4,180 calls · 5 reasons · 1 rising fast

| Reason | Example | Trend | Detail | Calls |
|---|---|---|---|---|
| R-01 | Bill higher than expected | Steady | Seasonal; in line with last October | 1,240 |
| R-02 | Meter reading not received | Rising fast | Started Monday; app photo upload failing since release 4.12 | 1,060 |
| R-03 | Change of address | Steady | Mostly settled on the first call | 720 |
| R-04 | Direct debit date | Rising | Letter LT-88 gives the wrong collection date | 610 |
| R-05 | Engineer appointment | Falling | Text reminders added last month | 550 |

Illustrative example. Company, calls, releases and figures are fictional.

## Built for service leaders.

The AI listens and sorts. Your team decides what to fix first.

### Every reason has its calls.

Each finding links to the recordings and the moment the reason is said.

How Sense works
https://dscvryai.com/technology/sense/

### Personal details removed.

Card numbers and personal data are taken out of transcripts before anyone reads them.

How Check works
https://dscvryai.com/technology/check/

### Runs in your environment.

Recordings and transcripts stay inside your boundary.

Deployment options
https://dscvryai.com/#deployment

## Same records. Other questions.

The documents and data behind this work answer other questions too.

What actually happened with this complaint?

### Customer complaints

Reconstruct what happened, and how it was handled.

See how →
https://dscvryai.com/use-cases/customer-complaints/

Who is about to leave?

### Customer churn

See which accounts are drifting, and why.

See how →
https://dscvryai.com/use-cases/customer-churn/

Which claims can we pay today?

### Claims triage

Settle the simple ones fast. Send the rest to a person.

See how →
https://dscvryai.com/use-cases/claims-triage/

More in Customer service
https://dscvryai.com/#use-cases

Every use case
https://dscvryai.com/use-cases/

## Bring us a week of call recordings.

We’ll show you the real reasons behind them, which ones are rising, and where each one starts.

[Talk to us →](https://dscvryai.com/contact/?topic=Call%20reasons%20inquiry)

**London**Discovery AI Limited · United Kingdom

**Hyderabad**ReDscvry Technology Private Limited · India

**Chennai**ReDscvry Technology Private Limited · India