What callers told us
Places, activities, events and the rides between them, learning from each other. The analytics panel became a thing that turns.
MoveMatrix · · 2 min read
Every operation has calls worth listening to. We put recordings and transcripts beside the ride, so the dispatcher can see what the caller asked and what happened next.
We called it the flywheel because the analytics panel became something that turns: calls inform the town, and the town gives the next call more context.
The useful questions are specific: did the caller get a clear quote, did we find the right pickup, and did a request for a person reach the desk? We review the call with that context, not just a chart of how long it lasted.
Places, activities, events
The three were already there, built through the spring. Places, enriched with what a concierge would know rather than what a directory lists. Activities, with images and a sensible fallback when a photo is missing. Events, consolidated so that the same concert listed in four places becomes one event with four sources, and pushed to the places they happen at.
Places, events and rides belong together. The call record keeps the destination and the booking beside the conversation, so a question about tonight's show has the same context as the ride home.
Every ride to a restaurant teaches the town something about the restaurant.
Illustration — sample data
The quieter sections
A dispatcher can report a problem from the page where it happened, with the page attached. The report keeps the original context so the next person does not have to ask the dispatcher to tell the story again.
What your business gets
Less guessing about what happened on the call. Open the conversation, read what was said, and follow it to the booking.