Product deep dive: AI Insights

If your customer service team is using an AI chatbot, you’re already sitting on a goldmine of data. Every chat conversation is filled with insights. But when you’ve got thousands of conversations happening every month, spotting the real patterns can feel impossible. Enter: Ebbot AI Insights ✨

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For years, customer service has been swimming in data but starving for insight.

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Every chat, email, or support call is technically a data point. But without the right tools, it’s almost impossible to make use of this treasure trove of information. Mainly because of:

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1. Volume
   Big organizations handle thousands (sometimes tens of thousands) of conversations every month. No one can realistically read through that many conversations. 

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2. Complexity
   Conversations aren’t like survey results you can drop neatly into a spreadsheet. They’re unstructured and full of context and nuances.

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But these two challenges are easy to overcome with AI.

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Because if there’s one thing AI does better than humans, it's handling massive amounts of data and can even handle the messy, unstructured complexity of human conversation, pulling out the patterns and insights that would otherwise stay hidden. This brings three clear advantages when it comes to analyzing customer service data:

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• Scale and speed: As every single conversation gets reviewed (not just a random sample) there’s finally possible to see the whole picture instead of drawing conclusions from a fraction.
  
  
• Consistency: Since each conversation is assessed using the same rules, you avoid the uneven results and bias that naturally come with human review.
  
  
• Depth: Instead of only looking at basic metrics like “solved or not,” AI makes it possible to dive deeper into the conversation data and analyze intent, sentiment, and even the quality of how the issue was handled.

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This means you can finally move away from guesswork and start making decisions based on the entire picture.

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Suddenly, questions like these become answerable:

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- Are customers actually getting their problems solved?

- Which issues are driving the most contact volume?

- How do customers feel about the support they receive?

- Where are the biggest opportunities for improvement?

This is exactly why we built Ebbot AI Insights → to turn raw conversation data into insights you can actually use. 

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So, what is AI Insights?

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In short, AI Insights is an advanced analytics feature built into the Ebbot platform. It analyzes conversations handled by AI Agents and transforms them into meaningful, actionable metrics.

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Key metrics in AI Insights

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1. Resolution rate 

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AI Insights gives you a whole toolbox of metrics to explore. But let’s start with one of the most impactful: Resolution rate.

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In customer service, it’s common to measure activity (number of chats handled, average response times, SLAs etc). And even if those metrics are useful, they don’t get to the heart of the matter: 

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Did the customer actually get their problem solved?

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That’s why AI Insights looks at resolution on a more granular level, breaking conversations into four categories:

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Solved= The conversation ended with a clear resolution

Incomplete= The conversation stopped before reaching a conclusion (e.g. user dropped off)

Unsolved= The AI Agent could not resolve the inquiry

Unsolved / No info= The AI Agent explicitly lacked the knowledge needed to help

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This metric helps you:

• See whether customers are truly walking away with their issues resolved
• Identify knowledge or training gaps
• Track progress over time as you improve

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2. Sentiment

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Let’s move on to another metric that often tells you more than a CSAT score ever could: Sentiment.

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Most people don’t bother filling out surveys after a support interaction, but almost everyone reveals how they feel through their words. A simple “thank you so much” or a frustrated “this is the third time I’ve had to ask” says plenty.

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AI Insights reads those emotional cues and sorts conversations into:‍

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Positive – Gratitude, satisfaction, or relief

‍Negative – Frustration, complaints, or irritation

Neutral – Mixed signals or no clear emotion at all

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This gives you the power to:

• Understand overall customer satisfaction without relying on surveys
• Catch frustration trends before they hurt loyalty
• Get a more nuanced picture of how your changes affect the customer experience

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3. Most common topics

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Another powerful metric inside AI Insights is Common topics.

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Because while every conversation is about something, finding the recurring themes across thousands of chats is nearly impossible to do by hand.

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Here AI Insights can do the heavy lifting for you by automatically grouping conversations into top topics like billing, onboarding, or product questions. It can even assign two relevant topics to a single conversation, prioritizing the button the customer clicked or the words they actually used.

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This helps you:

• See which issues are driving the most contact volume
• Give product teams direct insight into confusing flows or missing documentation
• Proactively fix recurring pain points (like simplifying login flows if they come up often)

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And since topics are customizable, you can adapt them to the realities of your business.

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What’s the impact of AI Insights?

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Resolution rates show you outcomes. 

Sentiment tells you how customers feel. 

Common topics reveal what your customers are talking about.

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But the real magic with AI insights is not in the metrics themselves, but how it enables smarter decisions and better outcomes. For example:

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Smarter resourcing: See which issues consume the most time and adjust staffing where it’s needed

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Reduced repetitive work: Spot FAQs that can be automated by your AI agent, freeing humans for more complex cases.

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Continuous training: Pinpoint where conversations break down and give your team clear, actionable feedback.

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Product improvements: Hand product teams direct insight into the pain points customers are struggling with.

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Customer retention: Catch negative sentiment early, before it turns into lost trust (or churn).

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AI Insights in action (examples)

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To make it concrete, let’s look at how different organizations might use AI Insights.

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Retail & E-commerce

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Metric: The common topics metric shows that a huge share of conversations are about return policies.

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Actionable insight: Maybe you need to review how clearly the policy is explained on your site. You could also add a trigger so the AI agent proactively offers help when customers hover over “Returns.”

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Telecom

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Metric: The sentiment metric shows a sharp negative spike during billing cycles.

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Actionable insight: Maybe you need to revisit your bill layout and simplify the language. Or set up proactive reminders before billing dates.

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Real estate & housing

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Metric: The resolution rate metric highlights many conversations tagged as “Incomplete” when it comes to maintenance requests.

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Actionable insight: Maybe you need to tighten the connection between your AI agent and the facility management system so that every chat logs a request and gives tenants an immediate confirmation number.

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Public sector

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Metric: The unsolved / no info category is high whenever new regulations are introduced.

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Actionable insight: Maybe you need to expand the AI agent’s knowledge base with updated regulations and FAQs. You could also use AI Insights to see which new rules generate the most confusion and prioritize those.

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What makes Ebbot AI insights different from other AI analytics tools?

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Ok, so we’ve covered why AI is powerful for making sense of support conversations. 

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But let’s address the obvious: analysing data with AI isn’t exactly a brand-new idea…

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You’ve probably seen plenty of systems promising “AI-powered analytics.” So what makes Ebbot AI insights different?

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The easy (but still correct) explanation is that we’ve built AI Insights with the same philosophy as our AI agents → laser-focused on customer service.

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Where most platforms rely on broad, general-purpose AI models, AI insights is powered by our proprietary AI engine EbbotGPT™ which is built and trained specifically for customer service. That means the analysis is tuned to understand the nuances of support conversations (context, tone, and intent) in a way generic analytics tools just can’t.

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It’s the same reason our AI Agents outperform generic chatbots – because they’re built for a very specific job. Think of it as the difference between a generalist consultant and a customer service specialist who’s lived and breathed support for 20+ years. 

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Which one would you trust to guide your decisions?

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What’s next

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Ok wow… this blog ended up much longer than I first imagined.

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But honestly, I could talk about AI Insights all day. There’s just so much to cover, and even here (1373 words later..) I feel like I’ve only scratched the surface.

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And the MOST exciting part is that AI Insights will keep evolving with even more exciting features on the horizon.

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But I’ll leave a little suspense for now… stay tuned 😉

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About Ebbot

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Ebbot is an Agentic AI platform designed for large-scale service automation. Built to meet the needs of regulated industries, Ebbot is trusted by more than 200 companies to deliver outstanding service experiences for both customers and employees.

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