AI Analysis helps support teams quickly identify:
customer intent
conversation quality
support outcomes
escalation opportunities
response issues
This helps teams improve both AI and human support workflows.
Open a conversation
To review AI Analysis:
Open your AI Agent workspace
Go to Inbox
Open a conversation
Inside the conversation view, AI Analysis may appear alongside the conversation details.
Review customer intent
AI Analysis can help identify what the customer is trying to achieve.
Examples may include:
order tracking
refund requests
technical troubleshooting
onboarding help
product questions
Understanding customer intent helps teams improve support workflows and AI responses.
Review conversation quality
AI Analysis may highlight:
unclear responses
escalation risks
missing information
weak AI answers
This helps support teams identify where improvements are needed.
Identify escalation opportunities
Some conversations may require:
Human Handoff
manual review
ticket creation
follow-up support
AI Analysis can help teams detect when AI support may not be enough for the situation.
Improve support workflows
Teams often use AI Analysis to:
improve AI instructions
update support documentation
identify repetitive customer problems
optimize conversation flows
Recurring conversation patterns usually reveal the most important support gaps.
Combine AI Analysis with Trained Answers
AI Analysis works well alongside:
Trained Answers
Inbox reviews
internal articles
snippets
synced content
Together, these tools help improve long-term AI performance.
Review conversations regularly
Many support teams review conversations regularly to:
monitor AI quality
improve customer experience
maintain support consistency
refine operational workflows
Regular reviews usually lead to better AI performance over time.
Best practices for AI Analysis
For better operational insights:
review recurring customer questions
monitor escalated conversations
identify weak support flows
improve knowledge gaps quickly
Continuous analysis helps maintain a healthier support operation.
PRO TIP:
Focus on conversations where customers became confused or required human support. These conversations usually reveal the biggest opportunities for AI improvement.
Next steps
Understand conversation details
Understand trained answers
Correct AI answers