AI Insights
AI Insights shows you how many times agents used the AI suggestions they received during conversations.
This is different from your quality score — it specifically tracks "Did the agent use the AI's suggested reply?"
info
This feature is only available if your account has it enabled.
How it works
When agents are chatting with customers, the AI suggests helpful replies. AI Insights tracks:
- How many suggestions the AI made
- How many the agent actually used
View AI Insights
- Go to AI Insights in the left menu
- You'll see a breakdown of how well agents used suggestions:
- Excellent — agent used suggestions most of the time
- Good — agent used suggestions regularly
- Fair — agent used some suggestions
- Weak — agent rarely used suggestions
- Poor — agent didn't use suggestions
Check a specific conversation
Click on a conversation to see:
- How many suggestions were offered
- How many were used
- The actual suggestions and what the agent did
Filter results
Filter by:
- Date range
- Channel (email, chat, phone, etc.)
- Agent or team
- Department
This helps you find patterns — for example, "Chat agents use suggestions more than email agents" or "Tuesday conversations have lower usage"