The content of the conversations is a valuable resource. It is a way for your customers to give first-hand feedback. You can improve the customer experience thanks to a better knowledge of their needs and feelings shared into the conversations.
The Insights Report gives you this opportunity without having to read each one of their conversations. By combining AI and human, we can digest all of your conversations into a human-readable report.
You can find this report under Report > Insights.
1. Relevant keywords
The bigger the word is, the more conversations it is based on.
It’s possible to exclude keywords that are often used in conversations but are not relevant for the analysis of the customer needs.
You can thus improve the relevance of the messages which has to be read entierly.
Whether you have added filters or not, it displays the volume of conversations and CSAT.
3. Categories and conversation types analysis
One section is about volume and the other about satisfaction ratings.
Just like the relevant keywords, you can click on a category or a tag to filter the whole report, including the relevant keywords!
4. Messages and comments
To go further, you can read the entire conversation by clicking on the "Open conversation" button.