Contact Intelligence · Snap Finance · [Date]Contact Drivers
What customers called about, and where time went
3,000
Calls analyzed, Flip and agent legs together
May 7 – Jun 6, 2026
11
Contact drivers identified
Top 10 shown by volume
86%
Resolution rate on the baseline
Strong foundation, before any improvements
3:00
Avg recoverable time per call
holds, re-explanation, improvised answers · ≈9,000 min across the period
Every driver below is derived directly from call transcripts, not disposition codes, and ranked by volume for the selected period. Click any card for the full diagnostic: sub-driver breakdown, agent-level detail, customer verbatims, and the Laivly solution mapped to each sub-driver.
Aggregate Perspectives
How much the top drivers cover
The top 3 drivers carry 46% of volume; early ownership, payment/ACH, and lease terms lead.
Cumulative share of the 3,000-call dataset. The three smallest drivers split the remaining 6%.
Top 3 drivers1,620 calls · 54%
Top 5 drivers2,220 calls · 74%
Top 8 drivers2,820 calls · 94%
Automation potential by volume
Account access and payoff transfer are the highest-automatable drivers; early ownership and ACH require guided response.
All 3,000 calls grouped by each driver’s automation rating — where the fastest containment gains are.
High automation1,350 calls · 45%
Medium automation1,200 calls · 40%
Low automation450 calls · 15%
Where time concentrates, per call
Early Ownership & Payoff Options runs longest at 9:45 a call — the highest AHT and compliance-risk driver in the set.
Average handle time, the 3 longest drivers. Volume and time don’t always line up.
Early Ownership & Payoff Options9:45 avg
Merchant / Retailer8:45 avg
Lease Terms & Total Cost8:10 avg
Contact Intelligence · Snap Finance · [Date]Signals worth paying attention to
Patterns consistent enough across the dataset to be meaningful — the natural next-iteration surface, not indictments. Each is derived from transcript language, not disposition codes. Click any signal for the full diagnostic and the Laivly capability that addresses it.
3,000
Calls analyzed, Flip and agent legs together
May 7 – Jun 6, 2026
10
Signals tracked
Sized opportunities, ranked below
45%
Of calls carry a fixable signal
Addressable share of volume
≈150 hrs
Recoverable from signaled friction
Modeled over the 30-day period
Aggregate Perspectives
Signal trajectory · May 7 – Jun 6
Early ownership scheduling questions and post-payoff ACH charges are the rising signals — both tied to how the product’s mechanics work.
Weekly occurrence within the selected range, normalized to call volume. Directional, not predictive.
Early ownership ACH scheduling step↑ emerging
Compliance explanation consistency↑ emerging
Post-payoff ACH continuation⎍ event-driven
Merchant-origination disclosures→ steady
IVA context continuity→ steady
Where the volume concentrates
Early Ownership & Payoff Options carries the highest AHT and signal concentration in the dataset.
Top signals ranked by calls affected in the period; the rest tail off below.
Early ownership ACH scheduling step520 calls · 17%
Post-payoff ACH continuation480 calls · 16%
Lease Terms & Total Cost380 calls · 13%
Self-service navigation questions320 calls · 11%
Merchant-origination disclosure follow-ups190 calls · 6%
Quick wins vs. heavier lifts
The biggest quick win needs no new capability — Flip’s context just has to travel.
Grouped by what the fix actually requires, not by which team owns it.
Ship now · configuration / tuning
IVA caller/product context continuity3,000 · config
Early ownership RTG card140 · Flip tuning
Cost-of-lease disclosure RTG380 · config
Heavier · content / policy / training
AutoQA compliance scoring3,000 · enablement
Solo self-service containment320 · enablement
Runs under every contact — the foundation the signals sit on
Product-type identification at call openEvery contact
LTO, Snap Loan®, and RIC each work differently — confirming which product the caller holds is what makes every downstream answer correct.
View detail →
Consumer vs. merchant caller routing seamEvery contact
One line serves both consumers and merchant partners — confirming who’s calling up front puts the agent in the right path from the first word.
View detail →
Compliance-consistent explanation at every contactEvery contact
The same clear answer on cost-of-lease, early ownership, and ACH — consistency built in across every call rather than sampled.
View detail →
Early ownership — ACH scheduling step17%
520/3,000
Completing the early purchase option requires a separate scheduling action beyond regular ACH payments.
Early Ownership & Payoff OptionsView detail →
Post-payoff ACH continuation16%
480/3,000
ACH debit activity occurring after a consumer’s expected payoff or final payment.
Payment & ACHView detail →
Total cost of lease vs. retail price13%
380/3,000
How total lease cost compares to the item’s retail price.
Lease Terms & Total CostView detail →
Self-service navigation questions11%
320/3,000
Password resets, login help, and locating documents in the portal and apps.
Account & App AccessView detail →
Approval status and next steps9%
280/3,000
Approval amount, validity window, where it can be used, and reapplication.
Approval & Application StatusView detail →
Hardship and payment arrangements8%
250/3,000
Hardship options, payment arrangements, reinstatement, and stop-contact requests.
Collections & HardshipView detail →
Payoff completion and proof of ownership7%
220/3,000
Final-payment steps, payoff amounts, and ownership confirmation documentation.
Payoff & Ownership TransferView detail →
Merchant-origination disclosure follow-ups6%
190/3,000
Point-of-sale disclosure contacts routed to Legal for documentation.
Merchant / RetailerView detail →
Credit reporting questions6%
180/3,000
Bureau reporting by product type and its effect on consumer credit.
Credit Reporting & Score ImpactView detail →
Seen card routing seam6%
180/3,000
Seen Mastercard® contacts; serviced by Coastal Community Bank.
Seen Card / Card RoutingView detail →
Contact Intelligence · Snap Finance · [Date]Contact Driver Details, beneath the category label
Choose any contact driver to see the distinct customer intents inside it, what customers are actually asking, which team owns the signal, and what resolving it unlocks.
Contact Intelligence · Snap Finance · [Date]
Interaction Anatomy · Milestone · Actual vs. Expected
9:45
Avg total journey, IVA start to call end
includes queue and transfer wait
9:00
Avg active conversation, IVA + agent
time spent actively talking
0:45
Avg queue and transfer wait
silent time between Flip and agent
This analysis reads the full interaction, Flip leg and agent leg, as a single continuous workflow. Most platforms start at the transfer. This one starts at the first word. Click any milestone to see what's driving the variance and what changes it.
Composite call journey — 3,000 calls · segment width reflects elapsed time
Flip leg
Identify caller
avg 0:30
Capture intent
avg 0:35
Route
avg 0:25
→
Agent leg
Re-ID
avg 0:55
Explain
avg 3:15
Resolve
avg 2:40
Wrap
avg 0:40
✓
Customer state
Engaged
Repeating
Waiting
Engaged
Resolved
⚠ Transfer moment — in every call reviewed, what Flip captured did not travel forward to the agent
Milestones — click any row to open the full diagnostic
What's happening
Target vs. actual
Times · Variance
Flip leg
Flip identifies who's calling
0:30
Actual
0:15
Target
+0:15
→ details
Flip leg
Flip captures and reframes the intent
0:40
Actual
0:20
Target
+0:20
→ details
Flip leg
Flip routes the call
0:18
Actual
0:12
Target
+0:06
→ details
Agent leg
The agent re-confirms identity — after Flip already did
0:32
Actual
0:00
Target
+0:32
→ details
Agent leg
The agent searches for the answer
2:40
Actual
0:45
Target
+1:55
→ details
Agent leg
The agent solves the problem
2:35
Actual
1:30
Target
+1:05
→ details
Agent leg
The agent wraps and documents
0:30
Actual
0:20
Target
+0:10
→ details
Over 60% of agent time is on explanation and context re-collection
In a 9:45 average journey, agents spend 0:55 re-collecting what the IVA already established and 3:15 explaining compliance-sensitive mechanics from memory. Both are structurally addressable with transfer context and RTG.
The Re-ID milestone is the clearest architectural finding
A 32-second milestone with a target of zero. When Flip’s context travels with the transfer into the agent desktop, this step disappears entirely. It affects every single call and requires no new capability — only configuration.
Contact Intelligence · Snap Finance · [Date]Automation Opportunities, the automation audit
Every automation opportunity found in this dataset, in one list, grouped by difficulty and ranked by call volume inside each tier. Difficulty maps to capability type: configuration of what exists, building on the platform, or deploying a new layer. Click any line for the full detail.
Call volume through an automation lens
36%
1,080 of 3,000 calls
fully handleable end-to-end
fully handleable end-to-end
50%
1,500 of 3,000 calls
significantly faster with guidance
significantly faster with guidance
14%
420 of 3,000 calls
need a human, and always will
need a human, and always will
Opportunity audit, sequenced by difficulty, then volume
A note on how to read this list
What we noticed most was how much is already working, and how close the system already is to handling far more on its own. The items above are not gaps to close. They are the next natural steps for an operation that is already doing real work, sequenced so each one builds on the last.
Operations Briefs
Start with the Timeframe Summary, one synthesis of the whole period, then drop into a huddle for any team that needs to act on what the period surfaced. Each huddle is a configuration, not a design: assembled from a shared library of objective, transcript-derived fields, so a new team, a new storefront view, or a new customer is a different field selection against the same engine. Storefront is a transcript-extracted dimension: caller type patterns identify snapfinance.com (consumer) vs. Partner Portal (merchant) interactions.