CXInsights turns every interaction—AI or human—into actionable metrics.
From sentiment and root cause analysis to VOC dashboards, your teams gain transparency and the tools to continuously optimize service.
Real-Time Customer Clarity
CXInsights transforms conversations into measurable outcomes. From sentiment and root-cause analysis to VOC dashboards, your teams get transparency, faster decisions, and continuous service optimization—without manual tagging.
Why CXInsights Matters
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Spot friction fast: Identify trends that drive handle time and dissatisfaction.
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Scale what works: Reduce escalations, improve automation coverage, and lift FCR.
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No busywork: Insights auto-generated from transcripts and logs—zero manual labels.
Key Features (At-a-Glance)
Live Dashboards: Trends, volume, wait times, CSAT, and sentiment in one view.
Operational Reporting: Deflection rates, AHT, escalation volume, containment.
Smart Alerts: Sentiment spikes, intent anomalies, backlog risk.
Root-Cause Tagging: Automatic drivers (billing, shipping, bugs, policy) surfaced in real time.
Journey Stitching: Cross-channel view from bot → agent → follow-up.
Export & API: Push to BI tools, data warehouse, or Slack/MS Teams.
Integrations
Works with your stack: Salesforce, Zendesk, Freshdesk, Intercom, Genesys, Nice, Dialpad, Shopify, BigCommerce, Snowflake, Redshift, Slack, MS Teams (and more).
How It Works
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Ingest: Connect chat, email, voice, social, and bot logs.
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Interpret: NLU models score sentiment, intent, and effort; tag root causes.
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Activate: Dashboards and alerts surface issues; playbooks suggest fixes.
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Improve: Track impact after changes to flows, macros, or policies.
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FAQs
Traditional reports show what happened; CXInsights shows why—with auto tagging, sentiment, and root causes in real time.
You can view resolution rate, escalations, average handle time, sentiment scores, and root-cause categories.
No. Automated classification and sentiment scoring reduce manual work.
No. Out-of-the-box dashboards and playbooks make it turnkey; advanced users can export to BI.
Accessible via a secure dashboard integrated with your CRM or service platform.