Insights
Prime AITopics, trends, and recommendations from recorded customer calls
Top call driver
Card disputes
21.4% of calls · 2,671
▲ 5.2 pts vs August
Double-charge resolution
58%
Resolved on the first call · 1,184 calls
▼ 9 pts
Avg customer sentiment
63 / 100
End of call
▼ 3 pts
Avg agent score
79.5
Across 12,480 calls
▲ 1.2 pts
Escalation rate
7.7%
961 escalated to supervisor or back office
▲ 1.3 pts
Emerging topics
Growing clusters that don't match any topic in your taxonomy
Double charges after the Sep 12 card processor outage
New in September First seen Sep 12 · closest topic: Card disputes & chargebacks (0.62)"I only paid once at the gas station, but the $86.40 is on my card twice and now my account is overdrawn."
Customer · Cards & Payments · Sep 19
1,184
calls
E-transfer stuck on "pending" after app update
New in September First seen Sep 16 · closest topic: E-transfers & bill payments (0.58)"I sent the rent yesterday and it still says pending. My landlord says he hasn't received anything."
Customer · Digital Banking Support · Sep 24
342
calls
Mortgage renewal letter rate doesn't match the app
▲ 64% vs August First seen Aug 28 · closest topic: Mortgage & loan inquiries (0.66)"The letter says 4.89% but the app shows 5.14%. Which rate am I actually getting?"
Customer · Lending & Mortgages · Sep 22
126
calls
Top topics
Calls by primary topic · change vs August
Topic volume by month
Top 4 topics, last 8 months by recorded month · September is month to date
Customer sentiment: start vs end of call
Monthly average sentiment score (0–100), last 8 months · September is month to date
Recommendations
Suggested by Prime AI from this month's trends. Finalized when the month closes.
Coach Cards & Payments agents on the double-charge resolution flow
Only 58% of double-charge calls are resolved on the first call. Agents who confirm the duplicate, issue a provisional credit, and give a posting date resolve 84%; the rest open a dispute ticket and promise a callback.
Ask card operations for a bulk reversal of Sep 12 duplicate postings
91% of double-charge calls involve transactions authorized between 2:10 and 4:45 PM on Sep 12. Reversing them in bulk would stop most repeat calls and overdraft-fee complaints.
Complete identity verification before reading back transactions
In 4.3% of card calls, agents confirmed transaction amounts and merchant names before finishing caller verification. Most cases occur on busy double-charge calls.
Update the e-transfer "pending" troubleshooting guide
Agents give three different answers on when a pending e-transfer can be cancelled or resent; these calls resolve 61% on first contact versus 76% overall.
Publish a customer FAQ on mortgage renewal rates
Customers compare the renewal letter rate with the posted rate in the app; 44% of these calls end with the customer still unsure which rate applies.
Add Fraud & Disputes coverage on Monday mornings
Dispute calls between 9 AM and 12 PM on Mondays escalate at 13.8%, versus 7.1% for the rest of the week.
Breakdown by team
Contact centre teams · September month to date
| Team | Calls | Top topic | Avg score | Avg customer sentiment | Escalation rate |
|---|---|---|---|---|---|
Cards & Payments Toronto · 42 agents |
3,920 | Card disputes & chargebacks | 74.8 | 58 | 10.9% |
Fraud & Disputes Toronto · 28 agents |
2,610 | Fraud alerts & card blocks | 81.6 | 61 | 9.2% |
Deposits & Accounts Calgary · 24 agents |
2,380 | Account fees | 83.9 | 70 | 4.1% |
Digital Banking Support Calgary · 22 agents |
2,150 | Online & mobile banking access | 77.2 | 62 | 6.8% |
Lending & Mortgages Toronto · 16 agents |
1,420 | Mortgage & loan inquiries | 84.5 | 71 | 3.5% |
| All teams | 12,480 | Card disputes & chargebacks | 79.5 | 63 | 7.7% |