1. Introduction
Thanks to this feature, you can track metrics such as sentiment, category, and resolution for your chat conversations, just as you do for your calls. This guide is prepared to help users in administrator roles configure and use the chat analysis feature.
2. Prerequisites
To use this feature, the 'Chat' or 'All' option must be activated for analysis in your CX Insights profile.
3. Step-by-Step Instructions
This feature is used in three main areas: profile configuration, CX Insights reporting, and the Chat Details page.
A. Configuring Chat Analysis in the CX Insights Profile
First, you need to configure your AI Navigator profile to determine which chat interactions will be analyzed.
Navigate from the left menu to Home > System Administrator > AI Navigator > AI Analysis.
Edit an existing profile or create a new one by clicking the New button.
In the Profile Settings window that opens, click on the dropdown menu located under the Profile Name, which is set to All by default.
Select one of the following options to define the analysis scope:
Call: Analyzes only voice calls.
Chat: Analyzes only written chats.
All: Analyzes both calls and chats.
You can further customize your analysis in the Define Scope section by selecting the Queues or Agents to be included. For example, you can choose to include interactions from only specific chat queues.
Click the Save button to complete the configuration.
B. Viewing Chat Data in the CX Insights Report
After configuring your profile, you can view the chat analysis results in the CX Insights report.
Go to the Reports > CX Insights page.
You will see the newly added All Channels filter in the top filter bar. You can use this filter to sort the entire report by All, Call, or Chat.
In the Summary area, there is a new card named Analyzed Chats, which shows the total number of analyzed chat conversations based on the filtered criteria.
A new column named Chat Count has been added to the Interaction Categories table, showing the number of analyzed chats for each category.
To see the details of chats belonging to a specific category in the table, you can click the Chat Details icon at the end of the respective row.
C. Reviewing CX Insights Analysis in Chat Details
When you view the details of a chat record, you can see the AI-generated analysis results in a separate panel.
Access the details of a chat record from any report.
Click on the Chat History tab in the left-side menu.
On the right side of the conversation history, there is a CX Insights Results panel that contains the analysis results produced specifically for that chat.
In this panel, you can find the following information:
Category and Sub-Category: The main and sub-topic of the chat.
Sentiment: The overall sentiment analysis of the chat (e.g., Negative).
Solution Provided: Whether the customer's request was resolved (e.g., Yes).
Summary: An AI-generated summary of the conversation.
Customer Requests: A list of the customer's requests and questions.
Agent Actions: A list of actions taken by the agent during the chat.
Alternatively, you can also access this information from the CX Insights tab.