Insights turns raw conversation data into clear, actionable intelligence — and Ask AI allows you to explore that intelligence in real time. The AI evaluates both customer inputs and agent responses to contextualize what’s happening across your Shopping Assistant.
Together, these tools help you:
Understand what customers are asking
Identify top-performing themes and content
Analyze sentiment and trends
Surface off-topic or brand-sensitive conversations
Receive recommendations for improvement
Take action directly from AI-generated insights
Your Insights Agent does more than report on performance. It helps you improve it.
Before you begin
Before using Insights and Ask AI, ensure:
Your agent is deployed and published.
You have enough conversation volume to generate meaningful trends.
Access Insights and Ask AI
To view Insights:
Go to Analytics in the top navigation bar.
Select the Insights tab.
To use Ask AI:
Go to Analytics in the top navigation bar.
Select the Ask AI tab.
Understand Insights
The Insights dashboard analyzes your conversational data and extracts:
Top themes and trends
Customer sentiment
Frequently asked questions
Performance by theme
Conversion drivers
Improvement recommendations
This structured view helps you quickly identify what drives engagement, conversions, and drop-off.
Insights dashboard components
Top insights and recommendations
Quickly view summarized findings and suggested improvements to optimize performance.
Top questions and agent responses
Understand:
What customers are asking most often
How your agent is responding
Where responses may need refinement
This visibility helps you identify gaps in coverage, unclear answers, or opportunities to strengthen messaging.
Theme performance
See which themes (e.g., pricing, sizing, shipping, product discovery) are driving:
Engagement
Conversions
Drop-off
Off-topic and brand safety monitoring
Gain visibility into:
% of conversations that are off-topic
% of conversations flagged as potentially risky
Examples of what customers asked
How the agent responded
This information can be used for monitoring purposes — or to create rules and guardrails if you want to program the agent to behave differently in certain situations.
Ask AI (Insights Agent)
Ask AI is your conversational analytics assistant. Instead of manually searching reports, ask open-ended questions such as:
“What were the top product-related questions this week?”
“Which themes are driving the highest conversion?”
“Are customers asking about products we don’t carry?”
“Show me message volume by day of week.”
The Insights Agent can:
Answer questions in natural language
Generate summaries
Provide recommendations
Deliver results in your requested format (table, list, chart, etc.)
Create data visualizations directly in the interface
Pre-configured prompts
To help you get started, Ask AI includes pre-built prompts for common analyses such as:
Performance trends
Conversion insights
Top questions
Agent improvement opportunities
Note: You can also fully customize your questions.
Taking action
Insights isn’t just descriptive, it’s actionable.
When the AI surfaces a recommendation (for example, improving how sizing questions are handled), it will:
Explain what it is changing
Show the suggested update
Allow you to click “Accept” to apply the improvement
This allows you to:
Continuously optimize your agent
Maintain control over changes
Improve performance without manual configuration
The Insights Agent doesn’t just report on what’s happening — it helps you improve it.
Next steps
Use Ask AI to explore deeper trends or time-based performance.
Apply relevant AI-generated recommendations to optimize performance.
FAQ
How often are Insights updated?
Insights analyzes conversation data continuously. As new conversations occur, your dashboard and Ask AI responses reflect the most recent activity.
Does Insights help with brand safety?
Yes. Insights highlights off-topic and potentially sensitive interactions, provides visibility into how the agent responded, and allows you to implement rules or refinements to improve compliance and brand alignment.