Introduction
The Insights dashboard provides a comprehensive suite of analytics tools that help you understand customer behavior, improve your AI Concierge performance, and drive business growth. By analyzing conversations between customers and your AI, Insights transforms raw interactions into actionable business intelligence.
What You'll Find in Insights
Your Insights dashboard includes four powerful analytics tools, each designed to provide unique perspectives on your customer interactions:
Shopper Intelligence
What it is: A comprehensive view of how customers interact with your AI Concierge, including conversation topics, emotions, drop-off reasons, and product interactions.
Key benefits:
Understand what customers are asking about most frequently
Identify why shoppers don't complete purchases
Analyze initial customer emotions to tailor your approach
Track which products perform best in AI-assisted conversations
Deep Research
What it is: A premium analytics tool that consolidates conversation topics and allows you to create custom topics for tracking specific business interests.
Key benefits:
View all conversation topics in a centralized dashboard
Create your own business-specific topics to track
Let AI automatically identify emerging patterns
Use advanced topics to filter conversations throughout the platform
Missing Information
What it is: A tool that highlights questions your AI couldn't answer due to gaps in your website or knowledge base.
Key benefits:
Identify information gaps on your website
Improve your AI's ability to help customers
Reduce customer frustration by addressing common questions
Increase conversions by providing essential information
AI Recommendations
What it is: An intelligent system that analyzes customer conversations and provides actionable suggestions to improve your customer experience.
Key benefits:
Automatically discover patterns that would take hours to find manually
Make improvements based on actual customer feedback
Focus on issues affecting the most customers first
Track resolved recommendations and their effect on satisfaction
How to Access Insights
Log in to your Rep Console
Click on "Insights" in the left navigation menu
Select the specific analytics tool you want to use:
Shopper Intelligence
Deep Research
Missing Information
AI Recommendations
Making the Most of Insights
For the best results, we recommend this workflow:
Start with Shopper Intelligence to understand what customers need help with most
Check Missing Information to identify and fill knowledge gaps
Review AI Recommendations for specific, actionable improvements
Use Deep Research to create custom topics for tracking business-specific interests
By following this workflow, you'll gain a complete picture of your customer interactions and identify the highest-impact opportunities for improvement.
Combining Insights for Maximum Impact
Each Insights tool is powerful on its own, but they work best when used together:
Use Shopper Intelligence to identify a trending topic, then create a custom topic in Deep Research to track it
Discover unanswered questions in Missing Information, then monitor the impact of your answers in Shopper Intelligence
Implement changes suggested by AI Recommendations, then use Shopper Intelligence to measure improvements in customer emotions and drop-off rates
Troubleshooting
Issue: No data appears in Insights
Ensure your AI Concierge has been active for at least a few days
Check that you have sufficient customer conversations for analysis
Verify that your date range selections include periods with activity
Issue: Data seems inconsistent between different Insights tools
Confirm you're using the same date ranges across all tools
Remember that some metrics only track web conversations (not email)
Allow 24 hours for newly created custom topics to appear in analytics
Need More Help?
Contact Rep AI support if you have questions about using the Insights dashboard or need assistance with interpreting your analytics data.