Insights overview
Understand conversation topics, sentiment, trends, and missing knowledge.
Insights analyzes conversation content and groups it into useful labels. Use it to understand why customers contact you and where the assistant needs improvement.
What you can see
- Overview shows conversation volume, classification coverage, trends, and recent findings.
- Explorer filters and compares conversation groups.
- Findings shows unusual increases, decreases, and relationships.
- Taxonomy manages classification labels.
Insights also feeds Suggestions in Knowledge — the questions the assistant could not answer well, waiting for an article.
Common terms
- A dimension is a type of label, such as Sentiment, Topic, or Urgency.
- A value is a label inside that dimension, such as Positive or Delivery.
- Coverage is the share of conversations that have been classified.
Built-in dimensions work without setup. Conversation language is also available as a breakdown where it is known.
Insights and Executions
- Executions counts how often flows and steps ran.
- Insights explains the topics and meaning inside those conversations.
Use Executions to notice a change and Insights to investigate the reason.