Insights Overview

Overview

The Insights page provides AI-powered analytics on customer conversations, including conversation metrics, agent performance, issue grouping, churn risk, sentiment analysis, and more. Insights are powered by OwnAI and must be enabled before the page becomes active.

Prerequisite: Enable OwnAI

OwnAI must be enabled before you can access the Insights page.

1. Navigate to Settings.

1. Open the OwnAI dropdown menu and click General Settings.

1. Toggle AI Assistance to ON.

Once enabled, Customer Summary and Customer Analytics will be available on the customer chat page based on the customer's conversation history.

Accessing Insights

1. Click Insights in the left sidebar to access your analytics dashboard.

The Insights page displays customer analytics and summaries based on conversation history. The page includes the following tabs:

• Overview — Conversation metrics and intelligence analytics.

• Conversations — Detailed conversation metrics and analytics.

• Agent Performance — Detailed agent metrics and statistics.

• Issue Grouping — Organized customer issues and conversations.

Configuring Conversation Summary Settings

Enable Conversation Analytics

1. Click the Settings button on the Insights page.

1. Click the Intelligence tab.

1. Toggle Conversation Analytics to ON to enable conversation summary analytics.

Configure AI Insights

In the Conversation Insights section, choose which AI insights OwnAI should identify from customer conversations. Enabled insights appear automatically within every customer chat.

• Toggle individual insights ON or OFF based on your team's needs.

• Disabling an insight (for example, Churn Risk Detection) removes it from all customer chats.

• Changes are automatically reflected across all customer conversations.

• Click See Example to view real conversation examples for any insight.

• Click an example chat to see how a specific insight analyzes customer conversations.

Configure Opportunity Spotting

1. Expand the Opportunity Spotting section.

1. Toggle ON the opportunities relevant to your industry.

1. Click the Industry dropdown and select your business industry (for example, Software or NGO).

1. View the opportunity tags automatically generated based on your selected industry.

1. Select the relevant opportunity tags to activate custom sales opportunity detection.

1. To add a custom tag, enter it in the text field and click Add.

To change your industry later, click the Industry dropdown and select a new option.

Configure Advanced Context Settings

1. Expand the Advanced Context Settings section.

1. Toggle ROI Analysis to ON to allow OwnAI to calculate and display ROI insights in conversation summaries.

1. Toggle Include Business Details to ON to enable personalized insights.

1. Toggle Include Previous Conversation Context to ON to include past conversations, helping OwnAI generate more accurate summaries.

1. Toggle Auto-forward Conversation Summaries to ON to automatically send summaries to other apps.

1. Click Save to apply your conversation summary settings.

Auto-save is enabled by default. All setting changes are automatically saved to future conversation summaries.

AI Labels and Tags

AI Labels and Tags are automatically generated based on customer conversations, helping you quickly identify conversation context.

Creating a Tagging Rule

1. Open AI Labels & Tags.

1. Click Add Tagging Rule to create a new automated tagging rule.

1. Enter a tag name in the field (for example, "Interested" or "Support").

1. Enter detailed instructions in the text area to define how OwnAI should apply the tag.

1. Click Create Rule to save the configuration.

OwnAI will automatically apply the AI tag to relevant customer conversations based on the rule.

1. Click Show More to expand the full tagging rule details and conditions.

Filtering Conversations

Status Filters

1. Click a conversation card (for example, Total Conversations) to view opened conversations.

1. Click the Status Filter dropdown to filter by conversation status:

• Responded — Conversations that have been answered.

• Closed — Conversations that have been closed.

1. Use the Date Filter to select a time period (for example, Current Year or All). https://app.supademo.com/demo/cms32rudp08jazq0kpo6rke6n?utm_source=link

2. Click the Responded By filter to refine conversations by response entity:

• User — Filter by user-initiated interactions.

• Bot — Filter by bot-only interactions.

AI Intelligence Filters

1. Click the Filter button to configure AI Intelligence Filters. https://app.supademo.com/demo/cms3310dc08mbzq0kgefzhjw1?utm_source=link

2. Apply one or more of the following filters:

Filter	Options
Churn Risk	Select a risk level (e.g., Medium)
Escalation Severity	Select a severity level
Sentiment	Select a sentiment (e.g., Neutral)
Resolution	Select a status (e.g., Unresolved)
Opportunity	Select a specific opportunity tag (e.g., Demo)

1. Click Apply Filters to execute all selected filter criteria.

Viewing Conversation Metrics

The Insights page includes the following metric cards:

• Resolved Conversations — View successfully closed interactions and the customers whose conversations have been closed.

• Responded Conversations — View agent reply activity and customers who have responded.

• Avg. Resolution Time — View average resolution and first response performance details.

Click any metric card to view the customers and conversations associated with that metric.

Analyzing AI-Powered Insights

Churn Risk and Escalation

1. Use the Date Filter to set a time range (for example, Current Year).

1. Review the Churn Risk breakdown chart to identify customer retention priorities.

1. Click a specific churn risk level (for example, Medium) to view conversations at that risk level.

1. Click the High escalation bar to view detailed priority incident information and customers with a high escalation rate.

2. Click the Analytics icon on a customer record to view that customer's conversation, AI insights, and performance metrics.

Customer Insight Cards

Within a customer's conversation, you can review the following AI-powered insight cards:

• Resolution — View unresolved case details.

• Sentiment — View the customer's emotional tone analysis.

• Intent — View opportunity-related customer signals.

• Opportunity — Expand to view investment interest details.

• Escalation — Review the priority level and suggested actions.

• Lead Quality — Explore customer lead score insights.

• Quotable Insight — View detailed insights about the customer interaction.

AI also provides smart reply suggestions to help your team decide the best way to respond.

Customer Timeline

Within a customer's conversation, you can track the customer's complete activity timeline, including open, closed, and all intermediate activities.

Behavioral Signals and Intelligence Detection

1. Review the Behavioral Signals section to analyze conversation patterns and AI coverage metrics.

1. Explore the Intelligence Detection Analysis chart to view AI-detected labels, tags, and conversation patterns.

1. Click the chart to view detailed intelligence detection analysis.

2. View the Unmatched tag to see the number of customers categorized under it.

3. Review all other AI Labels and Tags you have created to analyze customer distribution across conversations.

Summary

Section	What You Can Do
Prerequisite	Enable OwnAI in Settings → General Settings
Insights Tabs	Overview, Conversations, Agent Performance, Issue Grouping
Conversation Summary Settings	Enable analytics, configure AI insights, set opportunity spotting and advanced context
AI Labels and Tags	Create tagging rules for automated conversation categorization
Filtering	Filter by status, date, responded by, and AI intelligence criteria
Metric Cards	View resolved, responded, and resolution time data
AI Insight Cards	Analyze churn risk, sentiment, escalation, intent, opportunity, lead quality
Behavioral Signals	Review conversation patterns and intelligence detection analysis