Classify voice-agent discovery evidence into caller goal, emotion, system dependency, and risk lanes.
Sort each voice-agent discovery note into the journey-map lane where it should drive design. Caller goal Caller emotion System dependency Risk or guardrail Caller asks, 'Can you prove my payment posted before tomorrow?' Caller sighs after the second identity prompt and says, 'I already gave that.' Eligibility lookup can take up to 18 seconds during peak traffic. Changing delivery address after warehouse release may redirect to the wrong recipient. Agent must write a cancellation reason code before the CRM will save. Caller says, 'Do not cancel anything until I hear the fee.' Caller wants a text receipt after the appointment…
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