Insights - Issue Grouping
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The Issue Grouping tab in Insights organizes customer conversations by detected issue categories. OwnAI automatically categorizes issues based on conversation content, allowing you to identify recurring problems and monitor how many customers are affected by each issue type.
Click Insights in the left sidebar.
Click the Issue Grouping tab to view and analyze grouped customer issues.
Click the date filter dropdown.
Select Current Year to filter issue grouping data for the entire year, or choose another available range.
The occurrence count showing how many customers reported that issue.
Click All Occurrences on an issue category to view all conversations where that issue was detected.
Issues are sorted by their occurrence count, so the most frequently reported issues appear prominently.
View the customer messages within those conversations.
Click the Insights icon on a conversation to view detailed AI intelligence about the selected issue.
Review the Event Timeline to see all actions taken during that conversation session.
Click View More to expand and display additional issue categories beyond the default view.
The dashboard displays customer conversations grouped by AI-detected issue categories.
Each issue category shows the number of customers who reported that issue (for example, Account & Access issues reported by 7 customers).
Within each issue group, you can view:
The issue category as classified by OwnAI based on the conversation content.
The issue description generated from the customer conversation.
Feature
What You Can Do
Date Filter
Filter issue grouping data by date range
Issue Categories
View AI-grouped customer issues sorted by occurrence count
All Occurrences
View all conversations under a specific issue category
Insights Icon
Access detailed AI intelligence for a selected conversation
Event Timeline
Review all actions taken during a conversation session
View More
Expand the issue list to see additional categories
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