Conversation Intelligence

Let your conversations teach you

Conversation Intelligence (at Insights > Conversation Intelligence) automatically analyzes your conversation data to surface patterns and insights you'd never find by reading individual threads.

Instead of manually reviewing hundreds of conversations to understand what customers are asking about or why they're escalating, Conversation Intelligence does that work for you and presents the findings in a clear, actionable dashboard.

What it analyzes

Topic clustering

Autoch.at groups conversations by topic automatically — without you having to define the topics in advance. The result is a map of what your customers are actually talking about, ranked by volume.

This is useful for:

• Identifying the most common support issues so you can address them proactively
• Spotting new topics that are suddenly spiking in volume
• Finding gaps in your training context (topics the AI is struggling with)

Sentiment analysis

Every conversation is scored for overall sentiment — positive, neutral, or negative. The dashboard shows you sentiment trends over time and lets you filter by channel, assignee, or topic.

A sudden drop in positive sentiment or a spike in negative sentiment is often an early warning sign of a product issue, a service problem, or a gap in your AI's handling.

Escalation patterns

Conversation Intelligence tracks when and why conversations are escalated from AI to human. Common escalation triggers are surfaced automatically, so you can see exactly what's causing your AI to hand off.

If a particular topic is causing frequent escalations, that's a signal to improve your training context or playbook for that topic.

Resolution analysis

See which types of conversations are resolved quickly and which ones drag on. Long resolution times often indicate that your AI or your team needs better resources to handle a particular issue type.

Using the insights

The goal of Conversation Intelligence isn't just to show you data — it's to help you take action. Each insight card includes a What to do suggestion that points you to the right place in Autoch.at to address the finding.

For example:

• A high-volume topic with a low FAQ hit rate → Add it to your Training Context
• A frequent escalation trigger → Update your Playbook to handle it
• A sentiment drop on a specific channel → Investigate recent conversations on that channel

Filters and date ranges

Use the filters at the top of the page to focus on specific channels, date ranges, or assignees. Narrowing the scope often reveals insights that are hidden in the aggregate data.