Question Library
You can literally ask Trusst's platform anything about the context that it has extracted from analysing all of your customer interactions. Below are some examples to help get you started:
Prompt Library
Overview
This comprehensive prompt library provides stakeholders across diverse industries with specific questions to derive actionable insights from conversation analytics. Each prompt is designed to leverage the Trusst platform's AI capabilities for analyzing customer interactions.
A great place to start to get an understanding of contact drivers
Provide a comprehensive report of the top reasons why customers contact. Provide context of the root causes of why they are calling.
📡 Internet Service Provider (ISP) & Telecommunications
Technical Support Operations
Service Outage Management
What percentage of calls relate to service outages, and how effectively do agents communicate restoration timeframes and workarounds?
Speed and Performance Issues
Analyze all speed-related complaints to identify patterns by technology type (fiber, cable, DSL), time of day, and geographic location.
Intermittent Connectivity Problems
What troubleshooting steps have the highest success rate for resolving intermittent connection issues without requiring technician visits?
Equipment Diagnostics
How accurately do agents diagnose modem, router, and equipment issues, and what percentage require replacement versus configuration fixes?
WiFi Optimization Support
What WiFi issues do customers face, and how effectively do agents guide them through optimization steps?
Network Congestion Patterns
Identify peak congestion periods and affected areas to inform network capacity planning.
Customer Onboarding & Activation
Installation Experience
What percentage of installations complete successfully on the first attempt, and what are the primary failure reasons?
Self-Installation Success Rate
For self-install customers, what support do they need, and what prevents successful completion?
Service Migration Challenges
What issues arise when customers migrate from competitors, particularly regarding email, phone number porting, or service overlap?
Account Setup Complexity
Where do customers struggle with account setup, password creation, and initial configuration?
Welcome Journey Effectiveness
How effective is our welcome journey in reducing early-stage support contacts?
Equipment Delivery Issues
What equipment delivery problems cause activation delays or customer frustration?
Billing & Account Management
Bill Shock Prevention
Identify customers experiencing bill shock and the root causes (usage overages, promotional expiration, hidden fees).
Payment Arrangement Success
What percentage of payment arrangements result in account rehabilitation versus eventual disconnection?
Auto-Pay Adoption Barriers
What prevents customers from enrolling in auto-pay, and how can we address these concerns?
Credit and Adjustment Patterns
Analyze all credits and adjustments to identify systemic billing issues and agent discretion patterns.
Contract Understanding
How well do customers understand their contract terms, early termination fees, and commitment periods?
Billing Dispute Resolution Time
What is the average resolution time for billing disputes, and which types take longest to resolve?
Sales & Retention
Competitive Win-Back Analysis
What offers and approaches successfully win back customers who've indicated they're switching to competitors?
Bundle Attachment Rate
Which single-service customers are most likely to add additional services based on their expressed needs?
Upgrade Opportunity Identification
Identify customers whose usage patterns or expressed needs indicate they would benefit from higher-tier services.
Churn Prediction Indicators
What conversation patterns predict customer churn within 30-60 days?
Promotional Effectiveness
Which promotions drive the highest conversion and retention rates?
Competitor Intelligence Gathering
What specific competitor advantages do customers cite when threatening to switch?
Network Operations Center (NOC) Support
Escalation Appropriateness
What percentage of NOC escalations could have been resolved at tier 1, and what additional training is needed?
Major Incident Communication
How effectively do we communicate during major network incidents, and what information gaps exist?
Planned Maintenance Notification
How well do customers understand planned maintenance notifications, and what questions arise?
Business Customer Priority Handling
Are business customers receiving appropriate priority handling during network issues?
SLA Compliance Monitoring
How well are we meeting SLA commitments for business customers, and what are the violation causes?
Network Performance Reporting
What network performance metrics do business customers request that we're not providing?
Digital Services & Content
Streaming Service Integration
What issues do customers face with streaming services over our network, and how do we support them?
Email Service Support
How effectively do we support legacy email services, and what migration paths do we offer?
Security Service Adoption
What prevents customers from adopting security services like antivirus or parental controls?
Cloud Storage Utilization
How are customers using included cloud storage, and what additional needs do they have?
Smart Home Compatibility
What smart home device compatibility issues arise, and how well do we support IoT devices?
Gaming Experience Optimization
How do we support gamers' needs for low latency and high bandwidth?
Business & Enterprise Services
Dedicated Circuit Management
How well do we manage dedicated circuits and enterprise connectivity needs?
Failover and Redundancy
What redundancy and failover concerns do business customers express?
Managed Services Effectiveness
How satisfied are customers with our managed services offerings?
Service Level Monitoring
What service level metrics are most important to business customers?
Multi-Location Coordination
How effectively do we coordinate services across multiple business locations?
Voice Over IP (VoIP) Quality
What VoIP quality issues affect business customers, and how are they resolved?
Mobile Services Integration
Fixed-Mobile Convergence
How well do we integrate fixed and mobile services for seamless connectivity?
Mobile Backup Solutions
How effectively do mobile backup solutions work during fixed service outages?
Data Usage Understanding
Do customers understand data usage across fixed and mobile services?
Family Plan Management
What challenges do families face managing multiple lines and services?
Device Upgrade Coordination
How well do we coordinate device upgrades with service plans?
International Roaming Support
What international service issues do customers encounter?
💰 Financial Services & Insurance
Retail Banking Operations
Account Opening Friction
What prevents customers from completing account opening, both online and in-branch, and where do they abandon the process?
Transaction Dispute Resolution
Analyze all transaction disputes to identify patterns by merchant category, resolution time, and customer satisfaction.
ATM and Branch Issues
What ATM and branch-related issues drive customer contacts, and how can we prevent them?
Digital Banking Adoption
What specific barriers prevent customers from using mobile and online banking features?
Check Processing Delays
What causes check processing delays, and how do we manage customer expectations?
Account Security Concerns
What security concerns do customers express, and how effectively do we address them?
Overdraft Protection Understanding
How well do customers understand overdraft protection options and fees?
Wire Transfer Complications
What complications arise with domestic and international wire transfers?
Joint Account Management
What issues arise with joint account management and permissions?
Credit Card Services
Fraud Detection Accuracy
What percentage of fraud alerts are false positives, and how does this impact customer experience?
Rewards Program Optimization
How well do customers understand and maximize their rewards benefits?
Credit Limit Management
Analyze credit limit increase requests and the factors driving them.
Annual Fee Justification
What value do customers see in annual fees, and what drives cancellation decisions?
Foreign Transaction Issues
What foreign transaction issues do customers encounter while traveling?
Authorized User Problems
What problems arise with authorized user management?
Balance Transfer Effectiveness
How successful are balance transfer offers in acquiring and retaining customers?
Payment Allocation Confusion
Do customers understand how payments are allocated across balances?
Dispute Resolution Timeline
How long do dispute resolutions take, and what causes delays?
Mortgage & Home Lending
Application Abandonment Analysis
Where in the mortgage application process do customers abandon, and why?
Documentation Requirements Clarity
What documentation issues delay mortgage processing?
Rate Lock Concerns
What concerns do customers have about rate locks and timing?
Escrow Account Management
What escrow-related issues cause customer confusion or complaints?
Refinancing Decision Factors
What triggers refinancing inquiries, and what prevents completion?
PMI Understanding
How well do customers understand private mortgage insurance requirements?
Construction Loan Complexities
What complexities arise with construction and renovation loans?
Closing Process Issues
What issues arise during the closing process that could be prevented?
Servicing Transfer Problems
How do servicing transfers impact customer satisfaction?
Commercial Banking
Cash Management Solutions
What cash management needs do businesses express that we're not meeting?
Credit Line Utilization
How are businesses using credit lines, and what additional flexibility do they need?
Merchant Services Issues
What merchant services problems affect business operations?
International Trade Support
What international trade finance support do businesses need?
Treasury Services Adoption
What prevents businesses from adopting treasury services?
Business Account Reconciliation
What reconciliation challenges do business customers face?
Payroll Processing Support
How well do we support business payroll processing needs?
Equipment Financing Needs
What equipment financing needs are we not addressing?
Acquisition Financing Support
How well do we support business acquisitions and expansions?
Wealth Management & Private Banking
Portfolio Performance Concerns
What performance concerns do wealth clients express about their portfolios?
Advisory Service Expectations
How aligned are advisory services with client expectations?
Estate Planning Coordination
How well do we coordinate estate planning with other services?
Tax Strategy Integration
How effectively do we integrate tax strategy into wealth management?
Generational Wealth Transfer
What concerns arise around generational wealth transfer?
Alternative Investment Interest
What alternative investment options do clients seek?
Trust Administration Issues
What trust administration issues require support?
Philanthropic Planning Support
How well do we support clients' philanthropic goals?
Family Office Services
What family office services do ultra-high-net-worth clients need?
Insurance Products
Life Insurance Needs Analysis
How accurately do we assess and meet life insurance needs?
Disability Coverage Gaps
What disability coverage gaps do customers discover too late?
Long-Term Care Planning
What long-term care insurance questions arise most frequently?
Annuity Understanding
How well do customers understand annuity products and benefits?
Beneficiary Management
What issues arise with beneficiary designations and changes?
Policy Loan Implications
Do customers understand policy loan implications?
Riders and Options Confusion
What riders and options cause the most confusion?
Underwriting Transparency
How transparent is our underwriting process from the customer perspective?
Claims Process Efficiency
How efficient is our life insurance claims process for beneficiaries?
Auto & Home Insurance
Claims Handling Satisfaction
What drives satisfaction or dissatisfaction with claims handling?
Coverage Gap Discovery
What coverage gaps do customers discover only after claims?
Premium Increase Explanations
How well do we explain premium increases to retain customers?
Multi-Policy Discounts
Are customers maximizing available multi-policy discounts?
Deductible Decision Support
How do customers choose appropriate deductibles?
Natural Disaster Preparedness
How prepared are customers for natural disaster claims?
Home Inventory Documentation
What percentage of customers maintain adequate home inventory documentation?
Liability Coverage Understanding
Do customers understand their liability coverage limits?
Claims History Impact
How does claims history impact customer retention and satisfaction?
Investment Services
Market Volatility Reactions
How do customers react to market volatility, and what support do they need?
Fee Transparency Concerns
What fee transparency concerns do investors express?
ESG Investment Interest
What ESG (Environmental, Social, Governance) investment interests do customers have?
Retirement Income Planning
How well do we support retirement income planning needs?
Education Savings Strategies
What education savings questions and needs arise?
Risk Tolerance Assessment
How accurately do we assess and align with risk tolerance?
Performance Benchmark Understanding
Do customers understand performance benchmarks and comparisons?
Tax-Loss Harvesting Awareness
How aware are customers of tax-loss harvesting opportunities?
Rebalancing Frequency Preferences
What drives customer preferences for portfolio rebalancing frequency?
🏥 Healthcare & Medical Services
Patient Access & Scheduling
Appointment Availability Issues
What specialties have the longest wait times, and how do patients react to scheduling delays?
Referral Process Complexity
Where does the referral process break down, causing patient frustration or delayed care?
New Patient Onboarding
What barriers prevent new patients from completing intake processes?
Telehealth Adoption Barriers
What prevents patients from using telehealth services when appropriate?
Urgent vs Emergency Care Routing
How well do we guide patients to appropriate care settings (urgent care vs ER)?
Specialist Access Challenges
What challenges do patients face accessing specialists within the network?
Pre-Visit Preparation
How well prepared are patients for visits based on pre-visit communications?
Appointment Reminder Effectiveness
How effective are appointment reminders in reducing no-shows?
Wait Time Transparency
How well do we communicate actual wait times versus appointments?
Insurance & Benefits Navigation
Prior Authorization Delays
What causes prior authorization delays, and how do they impact patient care?
Coverage Verification Accuracy
How accurate is our coverage verification, and what problems arise from errors?
Benefit Explanation Clarity
How well do patients understand their benefits before receiving services?
Out-of-Network Surprise Bills
What causes surprise out-of-network bills, and how can we prevent them?
Copay and Deductible Confusion
What copay and deductible confusion leads to payment issues?
FSA/HSA Utilization
How well do patients understand and use FSA/HSA benefits?
Prescription Coverage Navigation
What prescription coverage issues cause medication non-adherence?
Preventive Care Coverage
Do patients understand what preventive care is fully covered?
Appeal Process Support
How effectively do we support patients through insurance appeals?
Clinical Care Coordination
Care Transition Management
How well do we manage transitions between care settings (hospital to home, etc.)?
Medication Reconciliation
What medication reconciliation issues arise during care transitions?
Test Result Communication
How effectively do we communicate test results and next steps?
Care Plan Understanding
Do patients understand their care plans and follow-up requirements?
Provider Communication Gaps
What communication gaps exist between providers affecting patient care?
Chronic Disease Management Support
How well do we support patients managing chronic conditions?
Post-Discharge Follow-Up
How effective is our post-discharge follow-up in preventing readmissions?
Care Team Coordination
How well coordinated are multidisciplinary care teams from the patient perspective?
Home Health Coordination
What issues arise in coordinating home health services?
Medical Records & Health Information
Record Access Issues
What barriers prevent patients from accessing their medical records?
Portal Adoption Challenges
What prevents patients from using patient portals effectively?
Record Transfer Delays
What causes delays in medical record transfers between providers?
Information Accuracy Concerns
What medical record accuracy concerns do patients report?
Privacy and Security Questions
What privacy and security questions do patients have about their information?
Imaging Access Problems
What problems do patients encounter accessing imaging results?
Vaccination Record Management
How well do we help patients manage vaccination records?
Family Access Permissions
What issues arise with family member access to patient information?
Record Retention Understanding
Do patients understand medical record retention policies?
Billing & Financial Services
Bill Understanding Complexity
What aspects of medical bills cause the most confusion?
Payment Plan Accessibility
How accessible and flexible are our payment plan options?
Financial Assistance Navigation
How well do we connect eligible patients with financial assistance?
Insurance Claim Denials
What patterns exist in insurance claim denials, and how do we support appeals?
Cost Transparency Pre-Service
How transparent are we about costs before services are provided?
Collection Practice Concerns
What concerns do patients have about collection practices?
Refund Processing Delays
What causes refund processing delays, and how do we communicate status?
Credit Reporting Issues
What medical debt credit reporting issues affect patients?
Charity Care Eligibility
How well do we identify and assist charity care eligible patients?
Pharmacy Services
Prescription Fill Delays
What causes prescription fill delays, and how do we manage urgent needs?
Generic Substitution Concerns
What concerns do patients have about generic substitutions?
Drug Interaction Checking
How effectively do we identify and communicate drug interactions?
Specialty Medication Access
What barriers exist to accessing specialty medications?
Mail Order Pharmacy Issues
What issues arise with mail order pharmacy services?
Medication Synchronization
How well do we support medication synchronization programs?
Prior Authorization for Medications
What medication prior authorization issues delay treatment?
Compound Medication Needs
How well do we support compound medication needs?
Vaccine Administration Scheduling
How efficient is our vaccine administration scheduling and delivery?
Emergency & Urgent Care
Triage Appropriateness
How appropriate is our triage, and what mistriage patterns exist?
Wait Time Management
How do we manage emergency department wait time expectations?
Admission Decision Communication
How clearly do we communicate admission decisions and alternatives?
Discharge Instruction Clarity
How clear and actionable are emergency discharge instructions?
Follow-Up Care Coordination
How well do we coordinate follow-up care after emergency visits?
Pain Management Concerns
What pain management concerns arise in emergency settings?
Mental Health Crisis Support
How effectively do we support mental health crises in emergency settings?
Pediatric Emergency Concerns
What unique concerns arise with pediatric emergency care?
Transfer Decision Transparency
How transparent are transfer decisions when higher level care is needed?
Specialty Care Services
Cancer Care Navigation
How well do we support patients navigating cancer diagnosis and treatment?
Surgical Preparation Support
How well prepared are patients for surgical procedures?
Rehabilitation Service Access
What barriers exist to accessing rehabilitation services?
Mental Health Service Availability
What mental health service availability issues affect patient care?
Maternal Health Support
How well do we support maternal health throughout pregnancy and postpartum?
Pediatric Care Coordination
What pediatric care coordination challenges affect families?
Geriatric Care Complexity
What complexities arise in geriatric care coordination?
Palliative Care Understanding
How well do patients and families understand palliative care options?
Transplant Process Support
How effectively do we support patients through transplant processes?
Population Health & Wellness
Preventive Care Engagement
What prevents patients from engaging in preventive care?
Health Risk Assessment Participation
What drives or prevents health risk assessment participation?
Wellness Program Effectiveness
How effective are wellness programs from participant perspectives?
Vaccination Hesitancy
What drives vaccination hesitancy, and how do we address concerns?
Screening Compliance
What prevents patients from completing recommended screenings?
Lifestyle Modification Support
How well do we support patients making lifestyle modifications?
Disease Prevention Education
How effective is our disease prevention education?
Community Health Resources
How well do we connect patients with community health resources?
Health Literacy Challenges
What health literacy challenges affect patient engagement and outcomes?
Additional Industries
🛍️ Retail & E-Commerce
🏢 Government & Public Services
🍔 Food Service & Delivery
🚚 Transportation & Logistics
🎓 Education & Training
Best Practices
🎯 Using These Prompts Effectively
Customize for Context
Adapt these prompts to include specific date ranges, agent groups, or customer segments relevant to your analysis.
Combine Multiple Prompts
Use several related prompts together to build a comprehensive understanding of complex issues.
Regular Monitoring
Schedule regular analysis using key prompts to track trends and measure improvement over time.
Action-Oriented Follow-up
Always follow insights with specific action items and assign ownership for implementation.
Benchmark Comparisons
Use prompts to establish baselines and track progress against industry standards or internal goals.
🔗 Integration Tips
Connect insights to existing KPIs and business metrics
Share findings across departments to break down silos
Use insights to inform training programs and process improvements
Validate findings with additional data sources when possible
Create feedback loops to measure the impact of changes made based on insights
📈 Continuous Improvement
Remember that these prompts are starting points. As you gain experience with the platform:
Develop organization-specific prompts based on unique challenges
Refine prompts based on the actionable value of insights generated
Document successful prompt patterns for team knowledge sharing
Build prompt libraries for different roles and use cases
Iterate on prompts as business needs and priorities evolve
Quick Reference
Most Common Use Cases by Industry
ISP & Telecommunications
Technical Issue Resolution - Speed/connectivity problems
Billing Disputes - Credits and adjustments
Churn Prevention - Competitive retention
Service Activation - Installation and setup
Network Outages - Communication and resolution
Financial Services
Fraud Detection - Transaction disputes
Account Opening - Digital adoption barriers
Loan Processing - Application abandonment
Insurance Claims - Coverage understanding
Investment Support - Market volatility response
Healthcare
Appointment Access - Scheduling and availability
Insurance Navigation - Prior authorization and coverage
Care Coordination - Transitions and follow-up
Billing Issues - Understanding and payment
Medication Access - Prescription and pharmacy services
Last Updated: [Current Date] Version: 1.0
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