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name: al-259-sort-a-month-of-customer-calls-by-what-callers-wanted-and
description: "When customer scores drop, the phones usually show why, but nobody has time to listen to hundreds of calls. An AI assistant can read call transcripts or notes, tag each one by reason and mood, and show which single problem creates most of the calls, so you fix the cause instead of answering the same question faster. Numa's Oct 14, 2026 case study describes how Dyer Automotive Group in Florida pulled its own service calls and sorted them by reason and mood. 63% were customers checking on their cars and more than 40% of callers were angry, with \"nobody called me back\" the top complaint. Fixing callbacks brought call volume down and raised CSI. Use when the user wants help with call driver analysis (customer support) for a small business."
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# Sort a month of customer calls by what callers wanted and how they felt, to find what is really driving them

When customer scores drop, the phones usually show why, but nobody has time to listen to hundreds of calls. An AI assistant can read call transcripts or notes, tag each one by reason and mood, and show which single problem creates most of the calls, so you fix the cause instead of answering the same question faster. Numa's Oct 14, 2026 case study describes how Dyer Automotive Group in Florida pulled its own service calls and sorted them by reason and mood. 63% were customers checking on their cars and more than 40% of callers were angry, with "nobody called me back" the top complaint. Fixing callbacks brought call volume down and raised CSI.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- Or upload transcripts, call summaries or call-log notes, ideally 2-4…
- Type of business, e.g. auto service, clinic, contractor, online store

## Instructions

Do the task below with the user's inputs in place of each [bracket].

Help me find what's really driving our customer calls. Calls: [paste or upload transcripts, call summaries or call-log notes, ideally 2-4 weeks]. Business: [type of business, e.g. auto service, clinic, contractor, online store]. Do this: 1) Tag every call with one main reason (e.g. checking status, booking, price question, complaint, billing, other) and one mood (calm, confused, frustrated, angry). 2) Give me a table: reason, number of calls, % of total, % angry or frustrated. 3) Name the top 1-3 reasons that, if fixed, would remove the most calls, and say what the customer was waiting for in each case (e.g. a callback, an update, an answer). 4) Quote 3 short, representative lines from callers for each top reason. 5) Suggest one practical fix for each, such as a proactive text update, a callback queue with owners or a clearer answer on the website, and how I would measure whether it worked. Leave out personal details like names and phone numbers.

## Safety checks (share these with the user)

- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records.
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: Numa, ChatGPT, Claude, Gemini, Fireflies, Excel, Google Sheets
- Based on this real-world example: https://numa.com/casestudies/dyer-automotive-group-gives-ai-a-second-shot
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-259-sort-a-month-of-customer-calls-by-what-callers-wanted-and-ho/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/