Know what customers want without reading every chat
Ask your conversations a question in plain words. See topics, sentiment, active customers and where they come from — every number compared with the period before.
- Ask your conversations
- Period comparison
- Active customers
What you get
Ask your conversations
“What do customers complain about most?” Get an answer drawn from your chats, with links to the conversations it used.
Period comparison
Every number is compared with the period of the same length just before it, for 7, 30 or 90 days.
Active customers
Daily, weekly and monthly active customers, new versus returning, and stickiness.
Topic treemap
Chats grouped into categories and topics, with unhappy topics flagged. Regroup them with AI in one click.
Sentiment over time
How customers feel in their chats, and the topics that make them unhappy.
Countries and channels
A world map of where chats come from, and which channels and agents carry the load.
Knowledge gaps
Questions the agent couldn't answer, ranked by how often they come up, with one click to add the answer.
Ratings and team performance
Customer ratings, plus response and close times for each teammate.
CSV export and reports
Export any view as CSV, get a daily report, and a weekly insights email from Copilot.
Ask, don't dig
Type a question about a period and get a short answer from your chats, with links to the exact conversations. Earlier questions are kept for later.
- “Why did customers ask for a person?”
- “What are people asking about delivery?”
- Every answer cites its chats
Turn gaps into answers
Each unanswered question shows how many times it was asked. Add an answer and it moves off the list.
- Ranked by how often it's asked
- Answer it right from the list
- See the chats behind each gap
FAQ
Questions people ask
Still wondering about something? Ask us or read the docs.