What happened, why it happened and what to do next.
Example AI answers
Why do customers contact you most often?
Order status and delivery questions drive more than half of all conversations.
What is the main cause of dissatisfaction?
Late deliveries in the Istanbul region account for most negative sentiment.
Which conversations do not reach a resolution?
Product replacement conversations often close unresolved because information is missing.
Which campaigns create real engagement?
Personalised WhatsApp campaigns receive more replies, led by new product announcements.
Where do processes get stuck?
Return approvals exceed their target time, mostly on Tuesdays and Wednesdays.
Where can AI and human teams work better?
AI resolves most order-status requests; replacement flows need better information gathering.
Move beyond asking “What happened?” and understand:
Why did it happen?Which customers were affected?Where did it occur?How did human teams and AI perform?What action should be taken next?
Understand How Every Conversation Progresses and Ends
Analyse where and why customer interactions begin, what happens during the conversation and how each interaction is resolved.
Indicators
Conversation volume and channel distribution
Contact reasons and customer intents
First-response and conversation times
Resolution and closure outcomes
AI-to-human handovers
Complete conversation and activity timeline
Volume by channel
46%
21%
17%
9%
7%
Top contact reasons
31%
24%
14%
9%
AI insight
“Delivery-related conversations increased by 22% over the last 14 days. Most of this increase was driven by delays in the Istanbul region.”
What are customers saying?
Anonymised conversations
“My order was supposed to arrive yesterday in Istanbul.”
Customer · 2h ago
“Third time asking where my package is.”
Customer · 5h ago
“The courier didn’t show up again.”
Customer · yesterday
“Any update on my delivery?”
Customer · yesterday
Delivery delay
2,140 mentions
Sentiment
Negative 68%Neutral 22%Positive 10%
Trend, 14 days+22%
Root causeCarrier capacity in the Istanbul region
Topic and intent analysisAutomatically classify why customers contact you and what they want to achieve.
Sentiment analysisTrack customer sentiment by conversation and over time, revealing positive and negative changes.
Root-cause analysisIdentify the process, product or service issues behind recurring complaints and dissatisfaction.
NPS and feedbackEvaluate customer feedback and NPS results together with conversation, channel, team and process data.
Trend analysisMonitor how topics, requests and customer sentiment change over time.
Entity recognitionAutomatically identify important products, services, locations, brands and transactions mentioned in conversations.
Actions you can take
Improve AI knowledge and automation flows
Identify training opportunities for customer service teams
Rebalance workloads and assignments
Update SLA and escalation rules
Refine campaign audiences and content
Launch proactive communication for recurring customer issues
Improve products and services based on customer feedback
What do you want to improve?
Customer experience leaders
See customer needs, sentiment and sources of dissatisfaction holistically.
Top topics
Delivery38%
Order status27%
Returns18%
Without InsightWith Insight
Separate channel reportsUnified customer experience data
Manual samplingAI analysis of every conversation
Delayed feedbackReal-time trends
KPIs that only show resultsInsights that show causes and actions
Separate metrics for humans and AIA shared performance view for humans and AI
Visibility across every interaction
Analyse all customer conversations instead of relying on limited samples.
Performance with context
Evaluate metrics together with conversation content and customer outcomes.
Understand root causes
See not only what changed, but why it changed.
Improve humans and AI together
Monitor hybrid-team performance through shared quality and outcome metrics.
Turn insight into action
Apply analytical findings to campaigns, service, automation and operational processes.
Continuously improve
Measure the outcomes of each action and continuously improve customer experience.
