# Question Library ## 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
View Retail & E-Commerce Prompts #### Customer Experience * Understanding Customer Pain Points * Journey Friction Analysis * Returns and Refunds Insights #### Sales & Revenue * Missed Revenue Opportunities * Conversion Rate Optimization * Abandoned Cart Recovery #### Operations * Inventory and Fulfillment Issues * Peak Season Performance * Channel Optimization #### Marketing * Campaign Effectiveness * Brand Perception Analysis * Competitor Intelligence
### 🏢 Government & Public Services
View Government & Public Services Prompts #### Service Delivery * Eligibility Confusion Analysis * Document Requirement Clarity * Appointment Scheduling Efficiency #### Citizen Experience * Language Access Evaluation * Accessibility Compliance * Wait Time Impact Analysis #### Process Improvement * Digital Service Adoption * Form Completion Assistance * Cross-Department Coordination
### 🍔 Food Service & Delivery
View Food Service & Delivery Prompts #### Order Management * Order Accuracy Issues * Delivery Experience Analysis * Customization Request Handling #### Customer Satisfaction * Food Quality Feedback * Service Recovery Effectiveness * Repeat Customer Drivers #### Operations Optimization * Peak Hour Performance * Menu Optimization Insights * Delivery Partner Coordination
### 🚚 Transportation & Logistics
View Transportation & Logistics Prompts #### Shipment Management * Delivery Exception Analysis * Tracking Information Accuracy * Damage and Loss Prevention #### Customer Communication * Proactive Update Effectiveness * Delivery Preference Optimization * International Shipping Challenges #### Route Optimization * Last-Mile Delivery Efficiency * Service Level Achievement * Peak Capacity Management
### 🎓 Education & Training
View Education & Training Prompts #### Student/Learner Support * Enrollment Barrier Analysis * Technical Support Needs * Academic Support Requests #### Course Quality * Content Feedback Analysis * Instructor Effectiveness * Assessment Concerns #### Retention & Success * At-Risk Student Identification * Career Services Effectiveness * Alumni Engagement Opportunities
*** ## 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 1. **Technical Issue Resolution** - Speed/connectivity problems 2. **Billing Disputes** - Credits and adjustments 3. **Churn Prevention** - Competitive retention 4. **Service Activation** - Installation and setup 5. **Network Outages** - Communication and resolution #### Financial Services 1. **Fraud Detection** - Transaction disputes 2. **Account Opening** - Digital adoption barriers 3. **Loan Processing** - Application abandonment 4. **Insurance Claims** - Coverage understanding 5. **Investment Support** - Market volatility response #### Healthcare 1. **Appointment Access** - Scheduling and availability 2. **Insurance Navigation** - Prior authorization and coverage 3. **Care Coordination** - Transitions and follow-up 4. **Billing Issues** - Understanding and payment 5. **Medication Access** - Prescription and pharmacy services *** *Last Updated: \[Current Date]* *Version: 1.0*