Introduction to Insights Hub
Updated
Insights hub is a tool to surface AI-powered actionable insights across areas of interest about "what is happening" and "how to act on it". With data-backed action plans at their fingertips, Insights Hub empowers brands to make swift and informed decisions to elevate their overall customer experience.
It combines statistical analysis with the latest Generative AI technologies to provide contact center insights in a consumable manner. With impact-based sorting and a specific focus on the user’s area of interest, Insights Hub eliminates the need for manually analyzing reports and building action plans.
Note: Please work with your Success Manager to enable this feature and establish the metrics for which insights should be generated. This also includes specifying positive and negative business outcomes, dimensions for each metric, as well as, data filters such as region, etc.
Key Use Cases
Granular Case Analysis: Insights Hub utilizes advanced granular case analysis to efficiently process conversations, extracting valuable insights automatically.
Anomaly and Trend Detection: Insights Hub automatically identifies anomalies and trends, attributing them to their root causes and offering actionable suggestions for improvement.
Tailored Insights: Insights Hub delivers customized insights for teams, considering configurable parameters such as focus areas and skills. This ensures that the insights provided align with the specific needs and goals of each team.
Types of Insights
Statistical Anomaly: Anomalies point out sudden and significant changes in a metric. This can include abrupt dips or spikes that stand out from the usual pattern of data.
Statistical Trend: Trends are identified over a longer time span. Trends are recognized by observing patterns that involve consistent increases or decreases over time.
Product or Service: Insights related to the products or services offered by the brand, along with suggestions to improve them.
Agent Quality: Insights concerning the quality of agents' performance, including suggestions for improvement.
Knowledge Base: Insights highlighting gaps in the knowledge base articles of the brand, along with recommended actions to address them.
Contact Driver: Insights into gaps identified within configured contact drivers and steps to effectively address them.
Insight Timeframes
Insights are generated across three different timeframes:
For Statistical Anomaly and Statistical Trend
Daily: Generated once per day, utilizing the data from the last 7 days.
Weekly: Generated once per week, utilizing from the data from the last 6 weeks.
Monthly: Generated once per month, utilizing the data from the last 6 months.
For Product or Service and Agent Quality
Daily: Generated once per day, utilizing the data from the previous day.
Weekly: Generated once per week, utilizing from the data from the previous week.
Monthly: Generated once per month, utilizing the data from the previous month.
For Knowledge Base and Contact Driver
Weekly: Generated once per week, utilizing from the data from the previous week.
These distinct timeframes allow for a comprehensive understanding of trends and changes over varying periods, aiding in informed decision-making.