Rejection Rosetta
Translates every rejection code into the sentence that stops the callback.
The job
Closes the gap between why a claim, application or request was rejected and what the customer understood, one rejection code at a time. Success is measured by what customers did next, not by a checklist.
The moment
The app lines up each rejection code with what customers actually understood. The medical director looks at the code "not medically justified".
About 1,800 members heard it as "your policy doesn't cover you", and they mention the regulator three times as often as average.
At 11:00, an approved new line goes live. At the next 07:30 huddle, the week's top phrase plays: a 22-second line from the night shift, "let me tell you exactly what the doctor needs, and I'll stay on while you call them".
Two Mondays later, callbacks asking why they were rejected are down 41% for that code, regulator mentions have halved, and the code is stamped Translated.
What it does
- Approve a translation row
- Publish to the agent KB and voice agent
- Play this week's number one at the huddle
- Add to coaching worklist; credit an agent
- Add a winning apology move to macros and the AI tone guide
What you see
Three-column Rosetta tablet whose rows turn grey-green when verified, with a weekly phrase hit chart and an apology genome strip
What it moves
Callbacks asking "why was I rejected" per 1,000 rejections for each code, and how often customers mention the regulator.
Built for
- Contact-centre operations
- QA, training & knowledge
- Compliance, complaints & legal
