Customer Insights

You can’t improve what you can’t see. The Insights Dashboard translates thousands of searches and conversations into clear metrics and action lists—so marketing, product, and support teams can move together.

From raw chat logs to revenue‑level signals.

A conversation is useful. A converted visit is something marketing can count.

You decide what counts as a conversion for this service: a handoff to a human advisor, a specialist taking the enquiry, a function such as capturing a lead, a write to HubSpot or Marketo, or a real visitor email landing on the profile. The first matching event wins and is recorded once per visit.

Insights then shows converted versus not, a filter to list those visits, and a badge on the thread for the event that latched. Google Tag Manager can receive the same conversion independently — so GA4 and Insights stay in step without inventing extra events.

Leave the list empty and conversion tracking stays off. Test and admin traffic is excluded, the same as the rest of Insights.

A real‑time analytics workspace with filters, drilldowns, and exports. Track answer quality, sentiment, demand, geography, timelines, product mentions, and converted visits—then jump straight to the underlying threads.

Highlights:

• Count converted visits from the events you define (handoff, specialist, function, CRM, email)
• Auto‑flag conversations that need human review (policy risk, incomplete answers, unhappy feedback)
• Visualise answer completeness and agent mix at a glance
• See campaign impact, sentiment, geo hotspots, and product trends
• Export charts and tables for decks and BI

Top tiles

• Total Outcomes — count of solved actions/answers
• Fully/Partially/Unanswered — completeness breakdown

Charts

• Answer Completeness — donut chart of fully/partially/not answered
• Converted — visits that matched a lead-conversion event versus those that did not
• Email captured — conversations with a real visitor email versus those without
• Expert Agents Mix — which task‑specialist agents handled demand (e.g., Tech Support, Sales, Dealer Finder)
• User Feedback — positive vs negative ratings
• Sentiment Distribution — non‑neutral sentiment over time
• Billable Interactions — billable vs non‑billable counts

Tables

• Products Mentioned — ranked list of SKUs/models by conversation count
• Threads — filterable list with tags and a conversion badge on visits that converted

Maps & Timelines

• Geography — regional hotspots so you can aim service, inventory, and campaigns
• Timelines — trend lines for total threads and completeness status month‑over‑month

The dashboard automatically flags conversations that are likely to benefit from human attention—such as unclear answers, negative or conflicted sentiment, or safety/brand policy triggers. Review queues are filterable and exportable, so owners can fix content, update FAQs, or follow up with customers.

Slice insights by:

• Date range
• Products / SKUs
• Question Type (e.g., Tech Support, Sales, Compatibility)
• Answer Completeness
• Converted (matched a lead-conversion event)
• Email captured (real visitor email on the profile)
• Billable status
• User Rating and Sentiment
• Needs Review (human‑flag queue)

Every filter updates charts, maps, timelines, and tables instantly.

• Count conversations that became enquiries, not just conversations that happened
• Identify knowledge base gaps and publish targeted FAQs
• Track campaign impact from in‑conversation mentions
• Spot geographic demand for better store placement and staffing
• Quantify product mentions to inform inventory and roadmap
• Monitor product recall awareness and messaging effectiveness

• Source‑level permissions and audit trails
• Conversation transcripts with citations back to the exact sections used
• Privacy controls and retention windows (AU/NZ data options available)

• Setup — Included with Airgentic Search and Agentic AI deployments
• Time to value — Prebuilt dashboards live on day one; customise via filters and exports
• Exports — One‑click PNG/CSV for decks and BI tools