Insights

See everything. Predict what's next. Close the loop.

AI analytics and observability over 100% of your conversations, embeddings and topic clustering surface what's happening, anomaly detection flags what's breaking, and predictive forecasting tells you what's coming. Every signal drills to the transcript and feeds the recursive self-improvement engine.

Book a demo See Predict Trends

Conversation coverage

Conversations analyzed

Data connectors

Query latency

Forecast horizon

Sampling, we score all

Explore the workspace

The Analyze workspace, live.

This is what your team opens every morning: 100% of calls and chats, from auto-AGENTS™ and human agents alike, scored, clustered and searchable. Click through the five views.

Try it, click any tab, type in Search, or toggle Predict Trends.

Dental Plan All Agents 2021-02-01 – 2023-02-23 + Filters

Overview, agents by channels, value & sentiment

PositiveNegativeNeutral

The analytics core

Observability for every conversation, not a 2% sample.

Classic Insights and GenAI scoring run side by side over 100% of voice, chat and email. Embeddings cluster topics, anomaly detection catches the spikes, and predictive forecasting projects volume and sentiment forward. Then you drill straight to the transcript and push the finding back into the loop.

01Classic Insights 02Data Explorer 03Report Builder 04Predict Trends 05Voice Surveys

Sentiment, keyword bursts, topic clustering, anomaly detection.

01 · Classic Insights

Classical ML complements GenAI scoring: embeddings drive topic clustering, keyword-burst detection surfaces emerging issues, and anomaly detection flags the deviation before it becomes a trend. Every conversation is labeled with sentiment, intent and topic, automatically, at full volume.

100%

scored, not sampled

∞

topics auto-clustered

Topic clusters · last 7dembeddings

Billing & refunds

31%

Account access

22%

Shipping status

17%

Plan changes

12%

Outage anomaly

↑ burst

Drill from a chart point straight to the transcript.

02 · Data Explorer

Time-series dashboards you can pivot, filter and slice, by agent, queue, intent or sentiment. Click any anomaly and Data Explorer drops you onto the exact transcript snippets behind it, with speaker labels and inline translation. Observability that ends in evidence, not a dead end.

Inside the engine →

Drill to transcriptqueue · billing

Transcript · call 4471-Asentiment ↓ negative

CustomerThis is the third time I've called about the same charge.

auto-AGENTS™I can see all three contacts, refunding now and flagging this for review.

Drag, drop, schedule, push to your warehouse.

03 · Report Builder

Compose dashboards from drag-drop widgets, then schedule PDF/CSV delivery on any cadence. Push the same datasets to Snowflake, Databricks, Tableau or Power BI over REST, and out to warehouses like BigQuery, Looker or Redshift, so Insights becomes a source of truth for the whole org, not a walled garden.

REST

to warehouse / BI

PDF·CSV

scheduled exports

Report Builderdrag-drop

Snowflake →Power BI →PDF · weeklyCSV · REST

Forecast volume and sentiment before it lands.

04 · Predict Trends

Predictive forecasting projects the next 12 weeks of conversation volume and sentiment from your own history, so you staff, route and intervene ahead of the curve instead of reacting to it. Forecasts surface as living dashboard overlays and feed thresholds directly into the RSI engine.

12w

forecast horizon

closed-loop

feeds RSI

Predict Trends · volumeforecast 12w

Bot-driven CSAT & NPS, linked to QA scores.

05 · Voice Surveys

Run post-call CSAT and NPS surveys with the same voice agent that handled the conversation, then tie every response back to the autoQA score and agent profile. Subjective and objective quality land in one record, so coaching and forecasting draw from the same ground truth.

CSAT·NPS

post-call, bot-driven

linked

to autoQA scores

Voice Survey · post-callNPS

"How likely are you to recommend us to a friend or colleague?"

012345678910

Linked autoQA98agent · A-204

Closed-loop · RSI

Analytics that act, not just report.

Insights isn't a dashboard you read and forget. Every signal, a sentiment dip, a topic burst, a forecast threshold, closes the loop into recursive self-improvement: detect, drill, learn, retune. The same observability that shows you what happened is what makes the agents better next time.

"We stopped guessing. Insights scores every single conversation, the forecasts let us staff a quarter ahead, and a sentiment dip now drills straight to the transcript that caused it."

Director, Customer Analytics

Global retail · 2,400 agents

Proof

From a 2% sample to total observability.

Point Insights at your live conversation stream and watch topics cluster, anomalies surface, and the 12-week forecast take shape, every signal looping back into the RSI engine.

conversations scored

forecast horizon

Why it matters

From hindsight to foresight to action.

Total coverage

Every voice, chat and email conversation is scored and clustered, no 2% sample, no blind spots. Observability across the entire surface of your contact center.

Forward visibility

Predict Trends forecasts volume and sentiment 12 weeks out, so you plan staffing and intervene on emerging issues before they reach the customer.

Connected truth

Push insights to Snowflake, BigQuery and BI over REST across 170+ connectors, one source of truth, wired into the systems you already run on.

Connected to your stack

170+ connectors. Insights flow where your data lives.

FAQ

Insights, answered.

All of it. Insights scores 100% of voice, chat and email, not a 2% manual sample. Classic Insights (sentiment, keyword bursts, topic clustering, anomaly detection) runs alongside GenAI autoQA scoring across more than 800M conversations of accumulated context, with queries returning in sub-500ms.

Predictive forecasting projects conversation volume and sentiment up to 12 weeks forward from your own history, shown as overlays on your live dashboards. Thresholds you set on a forecast can feed directly into the recursive self-improvement engine and into Alerts, so the system acts ahead of the curve rather than after it.

Yes. Data Explorer's time-series dashboards let you filter by agent, queue, intent or sentiment, then click any point, including a flagged anomaly, to land on the exact transcript snippets behind it, with speaker labels and inline live translation. Observability ends in evidence, not a summary.

Report Builder composes dashboards from drag-drop widgets and schedules PDF/CSV delivery on any cadence. The same datasets push to Snowflake, BigQuery or your BI tool over REST, across 170+ connectors, so Insights is a source of truth for the whole org, not a walled garden.

It's closed-loop. Embeddings, topic clustering and anomaly detection surface what's happening; you drill to the transcript to confirm; then the signal feeds recursive self-improvement, winning patterns get promoted, prompts and routing retune, and Voice Surveys link CSAT/NPS back to autoQA scores. The observability that shows you what happened is what makes the next interaction better.

See it live

See everything. Forecast the rest.

Bring a week of real conversations. We'll cluster the topics, surface the anomalies, forecast the next quarter, and show the loop closing, end to end.

Book a demo Explore the engine