AI Insights Reports

All Business and Enterprise-tier customers can now utilise AI Insights Reports.

Before this update, discovering the “why” behind customer contact involved anecdotal input from agents, classification codes/tags, or manually trawling through transcripts.

Now, you can use an AI-powered Large Language Model (LLM) to analyse your interaction transcripts and automatically generate concise analytics reports. 

It means you can gain data-driven insights with ease and understand large amounts of interaction data at a glance.

Leverage the power of LLM

This new feature uses a powerful Large Language Model (LLM) to analyse interaction data (i.e. live chat transcripts, video chat transcripts) and generate reports that:

• Outline the top 10 issues raised by customers in the last month/week (depending on configured report frequency)
• Provide links to an example interaction for each issue
• Highlight any customer queries/issues that could be automated with a chatbot

These reports can also be automatically emailed to any number of your colleagues on a weekly/monthly basis.

If you prefer to use this report as and when (rather than monthly or weekly), you now also have the option to generate a "one-off" report that covers any given period.

With this feature, you and your support teams will be able to quickly identify the reasons driving customers to contact you - with zero manual work from your agents. 

You’ll also be able to answer the key question - “what conversation flows can we automate with our chatbot?”

It means you can save time for your agents/supervisors, and create a chatbot that provides the answers your customers really need.

Update: Tailor insights with custom prompts

You can now tailor AI Insights Reports to suit your specific needs by setting custom prompts when you configure the report.

These prompts allow you to customise the report so that it provides the insights that matter most to your business.

Here are some examples of how custom prompts can be used depth to gain deeper insights:

• Query complexity: Specify the complexity level of interactions by prompting the AI to provide a “complexity rating out of 10 for each conversation.” This helps you understand which customer queries might require additional support resources or training, refining your approach to high-complexity issues.
• Pain points: Gain targeted insights into customer satisfaction by asking for the “top 10 reasons customers are unhappy.” This prompt allows your team to quickly identify recurring issues, enabling proactive adjustments to improve customer experience.
• Product trends: Understand product interest by requesting “the top 10 most frequently mentioned products.” This insight reveals current product demand, potentially informing your inventory, marketing, and product development strategies.

With Custom Prompts, you control the focus of your AI-driven insights.

This flexibility allows you to fine-tune your reports, whether you’re prioritising efficiency, customer sentiment, product data, or anything else.

Getting started 

Want to get started with AI Insights Reports?

Get in touch with your Talkative Account Manager, or take a look at our support article.

And for more on our latest updates, check out our most recent release notes.

Are you a new customer who likes the look of this update? 

Book a demo today, and learn how Talkative can help you make each website interaction more personable and profitable.