What are AI Recommendations?
AI Recommendations is a powerful feature that analyzes your customer conversations and provides actionable insights to improve your customer experience (CX). By identifying patterns in shopper interactions, your AI automatically generates specific suggestions to address customer pain points, enhance your product information, and optimize your website.
Accessing AI Recommendations
AI Recommendations is included as part of the Deep Research add-on. To access this feature, you'll need an active Deep Research subscription.
You'll notice a "Deep Research" badge next to the AI Recommendations menu item in your console sidebar. This badge indicates that this feature is powered by the Deep Research add-on and is included at no extra cost with your Deep Research subscription.
How to get started:
Navigate to Insights > AI Recommendations in your Rep console
If you don't have Deep Research yet, you'll see an option to activate it
Deep Research includes a free trial, so you can explore AI Recommendations risk-free
Click "Activate Deep Research" to begin using AI Recommendations immediately
For complete details about Deep Research and all its features, see Deep Research: Unlock Conversation Intelligence for Your Business.
What Does the "Deep Research" Badge Mean?
When you see a "Deep Research" badge next to a menu item in your console, it means that feature is part of the Deep Research add-on package. Deep Research bundles several advanced analytics capabilities together, including:
AI Recommendations — AI-generated suggestions based on customer conversations
Conversation Topics — Automated classification and trending of what customers talk about
Shopper Intelligence — Behavioral insights from customer interactions
If you already have Deep Research activated, these features are available to you immediately. If you don't yet have Deep Research, clicking on a badged menu item will show you how to activate it, including the free trial option.
How AI Recommendations Work
Your AI continuously analyzes customer conversations, focusing on:
Conversations where customers express dissatisfaction
Patterns in customer questions and feedback
Common information gaps or friction points
Areas where customers frequently need assistance
When patterns are identified across multiple conversations, your AI creates specific, actionable recommendations and prioritizes them based on frequency and impact.
Viewing Your AI Recommendations
Navigate to Insights > AI Recommendations in the Rep Console
See a summary of analyzed conversations (typically from the past 30 days)
View recommendations organized in two tabs:
Needs Action: Current recommendations awaiting your review
Resolved: Historical log of suggestions you've already addressed
Understanding Recommendation Cards
Each recommendation card includes:
Title: A clear description of the suggested improvement
Detailed Description: Specific actions you can take to address the issue
Impact Indicator: Shows how many shoppers raised this concern
View Button: Click to see the actual conversations that generated this recommendation
Mark as Resolved: Button to indicate when you've addressed the recommendation
Feedback: Option to rate if the recommendation was helpful
Taking Action on Recommendations
Review each recommendation card to understand the suggested improvement
Click View to examine the actual customer conversations that generated the recommendation
Implement the suggested changes on your website or store
Click Mark it as resolved once you've addressed the recommendation
The recommendation will move to the "Resolved" tab for your reference
Refreshing Your Recommendations
To generate fresh recommendations based on recent conversations:
Click the Generate Recommendations button at the top of the page
Your AI will analyze recent conversations and update your recommendations
Check the "Last updated" timestamp to see when recommendations were last refreshed
See Your Top Recommendations Right on the Homepage
You no longer have to go looking for your AI Recommendations. Your top recommendations now appear directly on your Console homepage, so the most important improvements your AI has spotted are the first thing you see when you log in.
What you'll see
On the right side of your homepage, next to the Rep Funnel, you'll find an AI Recommendations card showing up to three of your most important recommendations. Each one displays:
A color-coded category icon so you can tell at a glance whether it relates to sales, support, or your knowledge base
A short title and a one-line description of the suggested improvement
Social proof — for example, "12 shoppers raised this" — so you know how many customers were affected
At the top of the card, a "NEW" badge shows how many fresh recommendations are waiting for you, and a short summary tells you how many conversations your AI analyzed to produce them. If you have nothing new, the badge simply disappears.
Acting on a recommendation
Click View on any card to jump straight to the customer conversations behind that recommendation, so you can see the issue in context — the same view you'd get from the full AI Recommendations page.
Click See all recommendations at the bottom of the card to open the complete AI Recommendations page under Insights, where you can review everything and mark items as resolved.
When there's nothing to act on
If your AI hasn't generated recommendations yet, the card lets you know they'll appear as it analyzes more conversations.
Once you've worked through everything, the card shows an "all caught up" state acknowledging that you've addressed your current recommendations.
Don't have Deep Research yet?
Even before you activate Deep Research, the homepage gives you a real preview of your own top recommendations — generated from your actual customer conversations, not generic examples. When you click to explore one, you'll be invited to activate Deep Research (which includes a free trial) to unlock the full feature and start acting on what your AI found.
Benefits of Using AI Recommendations
Save Time: Automatically discover patterns that would take hours to find manually
Customer-Driven Improvements: Make changes based on actual customer feedback
Prioritized Actions: Focus on issues affecting the most customers first
Measurable Impact: Track resolved recommendations and their effect on customer satisfaction
Continuous Improvement: Regularly implement small changes that add up to a better customer experience
Troubleshooting
No recommendations appear:
Your AI needs sufficient conversation data to generate recommendations
Try clicking "Generate Recommendations" to refresh the analysis
Ensure your store has been active for at least a few days with customer conversations
Recommendations seem too general:
Click "View" to see the specific conversations that generated each recommendation
More specific recommendations will appear as your AI gathers more conversation data
Recommendations aren't relevant:
Use the thumbs down button to provide feedback on unhelpful recommendations
Your AI will learn from this feedback to improve future recommendations