A critical analysis of our blind spots to ensure robust, sustainable, and truly preventative impact.
What We Missed: Our entire system is optimized for managing women who are *already* high-risk. We have a blind spot for low-risk women who trend towards becoming high-risk during their pregnancy. We are experts at firefighting, but not yet at fire prevention.
Strategic Impact: This evolves our program from world-class risk management to world-class risk prevention, fundamentally increasing our value proposition.
What We Missed: We didn't systematically analyze the characteristics of our top-performing agents. Our data shows specific agents are consistently linked to success, but we haven't codified *why*.
Use Gemini to analyze and compare the language patterns of top agents versus average agents. Isolate markers of empathy and effective questioning. Use these insights to build an "empathy score" for QA and to create highly specific training modules based on the proven techniques of our star performers.
What We Missed: The Agent Cockpit is designed for efficiency but lacks features to mitigate the immense psychological stress our agents face daily.
Add two features to the Cockpit: a "Good News" Ticker that constantly displays recent success stories, and an Automated Workload Balancer that flags agents with an overload of emotionally draining cases so managers can redistribute the load.
What We Missed: Our entire narrative, including the Impact Tracker and Dossier, is told from our perspective. We are missing the most powerful voice of all: the mother's.
Systematically collect testimonials during post-delivery follow-up calls. Add a direct quote from the mother to our "Anatomy of a Save" case studies. A single, authentic sentence like, "Knowing someone was checking on me made all the difference," provides the emotional proof that validates all our quantitative data.