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Deep Research: Unlock Conversation Intelligence for Your Business

Updated

What is Deep Research?

Deep Research is a premium analytics tool that transforms your customer conversations into actionable insights. It provides a unified dashboard where you can analyze conversation topics, identify customer trends, and gain valuable intelligence to drive business growth.

Benefits of Deep Research

  • Consolidated Topic Analytics: View all conversation topics in one centralized dashboard
  • Custom Topic Tracking: Create your own business-specific topics to track conversations that matter to you
  • AI-Discovered Topics: Let AI automatically identify emerging patterns and themes from customer conversations
  • Enhanced Filtering: Use advanced topics to filter conversations throughout the platform
  • Data-Driven Decisions: Make informed business choices based on what your customers are actually talking about

How to Access Deep Research

  1. Navigate to the Insights menu in your Rep console
  2. Click on Deep Research
  3. If you're accessing Deep Research for the first time, you'll be offered a 30-day free trial
  4. Click "Activate Deep Research" to begin your trial
  5. Once activated, you'll have immediate access to the full Deep Research experience

Note: Deep Research requires an active monthly or yearly plan. It is not available for Pay as You Go accounts or accounts without a selected plan.

Using the Deep Research Dashboard

Topic Analytics Chart

This is the donut chart that shows the distribution of conversation topics:

  1. View All Topics: By default, the chart displays the percentage breakdown of all conversation topics
  2. Filter By Topic Type: Use the toggle above the chart to filter between:
    • All Topics (default)
    • Custom Topics (topics you've created)
    • AI-Discovered Topics (automatically generated by AI)
  3. Select Time Period: Use the timeframe picker to analyze conversations from specific date ranges
  4. View Topic Details: Hover over chart segments to see topic names, conversation counts, and percentages

Custom Topics

Custom Topics allow you to create your own business-specific categories for tracking conversations:

  1. Create a Custom Topic:
    • Click the "Add Custom Topic" button
    • Enter a name (max 50 characters) and description (max 500 characters)
    • Click "Save" to create your topic
  2. View Custom Topics:
    • See all your custom topics listed in a table with usage statistics
    • Each topic shows name, description, and conversation count
  3. Delete a Custom Topic:
    • Click the delete icon next to any topic you want to remove
    • Confirm deletion in the modal that appears

Note: You can create up to 20 custom topics. Topics are applied to conversations during daily processing, so new topics won't show conversation counts immediately.

Examples of Custom Topics

Here are some examples of custom topics you might create for your business:

Product-Specific Topics:

  • Name: "Premium Skincare Line"
  • Description: "Conversations about our luxury skincare products including serums, creams, and treatments"

Issue-Based Topics:

  • Name: "Shipping Delays"
  • Description: "Customer inquiries about delayed shipments, tracking issues, or delivery timeframes"

Seasonal Campaigns:

  • Name: "Holiday Collection 2025"
  • Description: "Questions and feedback about our limited-edition holiday products and promotions"

Customer Journey Topics:

  • Name: "Pre-Purchase Questions"
  • Description: "Potential customers asking about product specifications, compatibility, or comparisons before buying"

Promotion-Specific Topics:

  • Name: "Summer Sale Feedback"
  • Description: "Customer responses to our annual summer discount event including inquiries and purchase decisions"

Feature Requests:

  • Name: "Product Feature Suggestions"
  • Description: "Customers suggesting new products, features, or improvements to existing items"

Creating targeted custom topics like these helps you track specific aspects of your business and gain focused insights into what matters most to your customers.

AI-Discovered Topics

AI-Discovered Topics are automatically generated based on conversation analysis:

  1. View AI-Discovered Topics:
    • See AI-identified topics in a table with conversation counts
    • Each topic shows name, description, and how many conversations match
  2. Remove Unwanted Topics:
    • Click the delete icon next to any topic you want to remove
    • Confirm deletion in the modal that appears
    • Removed topics won't be regenerated by the system

Note: The system will generate up to 20 AI-discovered topics based on your conversation patterns.

Using Topics Throughout the Console

Once Deep Research is activated, all your topics (custom and AI-discovered) become available as filters throughout the Rep console:

  1. Conversations Page: Filter conversations by specific topics
  2. Analytics Pages: View metrics filtered by topics

This allows you to quickly find relevant conversations and analyze performance across different customer interests.

Important: How Topics Are Applied to Conversations

There are key differences in how custom and AI-discovered topics work:

Custom Topics:

  • When you create Custom Topics, they are not applied retroactively to your past conversations
  • Custom Topics are only applied during the daily processing cycle
  • You'll need to wait for the next day's processing cycle to see conversation counts for newly created custom topics

AI-Discovered Topics:

  • AI-Discovered Topics are generated on runtime as the system analyzes your conversations
  • The system automatically identifies patterns and themes as they emerge in your conversations
  • These topics are updated regularly as new conversation patterns are detected
  • The system maintains a limit of 20 AI-discovered topics to ensure relevance and manageability

This approach ensures system performance while still providing valuable insights as new conversations come in.

Managing Your Deep Research Subscription

  1. Trial Period: Deep Research includes a 30-day free trial
  2. Subscription Management:
    • Navigate to Billing in your console
    • Find Deep Research in your add-ons section
    • View trial status or subscription details
  3. Cancellation:
    • Click "Cancel" on the Deep Research card in the Billing page
    • Confirm cancellation when prompted

Note: Deep Research is priced at 10% of your base plan amount. Your exact cost will be displayed before activation.

Troubleshooting

Empty Chart: If your topic chart appears empty, you may need more conversation data. Continue using Rep to collect customer conversations, and the chart will populate as data becomes available.

Topics Not Appearing: New custom topics are applied during daily processing. Allow 24 hours for newly created topics to begin appearing in your analytics.

Filtering Issues: Ensure Deep Research is active. If your subscription has ended, topic filtering will be limited to default topics only.

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