Customer Intelligence: A Deeper, Smarter Way to Analyze Conversations

Understanding users and their behaviors is essential to delivering exceptional support experiences. 

As customer expectations rise, businesses need more precise, actionable insights to guide strategy, optimize performance, and continuously improve the quality of their interactions. 

That’s why we’ve introduced a comprehensive set of upgrades to our Customer Intelligence experience—making it more powerful, more transparent, and more insightful than ever before.

In this blog post, we’ll walk through all the updates, explain how they strengthen your ability to interpret user conversations, and show how these tools support better decision-making across your support organization.

A Refined Focus for Customer Intelligence

The Customer Intelligence feature has always offered valuable insight into how users interact with your agent. With this update, we’re taking it several steps further.

You now have more detailed information about the people behind each query, the environment they’re using, and the context in which conversations occur.

These updates make it easier to diagnose issues, understand user needs, and build a clearer picture of customer behavior patterns.

New and Improved Filters for Deeper Insights

To make it easier to refine and analyze your data, we’ve added several new filter options. These filters allow you to narrow down conversations with precision, helping you focus on the exact interactions and behaviors that matter most.

New filters include:

• Anonymous vs. Team Member Status: Quickly understand whether the query came from an unidentified user or someone on your internal team.
• CRM ID: Filter by External ID for faster cross-referencing or user-specific investigations.
• Query Sent By: Focus on queries sent by team members to separate internal testing or troubleshooting from customer interactions.
• User Location: Filter conversations by the user’s country to identify geographic patterns or region-specific needs.
• Deployment: Analyze interactions by deployment type, allowing you to evaluate performance across different agent configurations.

All previously missing information has been added to the modal, and every new field is also available in data exports—ensuring that your reporting remains complete and consistent across tools.

These updates make it significantly easier to slice and segment conversations for research, performance reviews, quality checks, or strategic evaluation.

Advanced Analytics: Getting More from Every Interaction

We’ve significantly strengthened the analytics depth within Customer Intelligence. Our proprietary analytics agent now extracts advanced quantitative and qualitative metrics from every query, giving you insight into customer behavior that goes well beyond keywords or sentiment.

These advanced metrics help teams identify opportunities, track emerging issues, and understand whether the agent is performing as expected.

Content Source Found

This metric identifies whether the agent relied on a relevant content source to generate its response. It helps you measure how effectively your knowledge base supports the agent and can signal when additional documentation might be needed.

User Emotion

The system now detects the emotional tone of user messages across categories such as:

• Positive
• Neutral
• Frustration
• Dissatisfaction
• Confusion

Understanding user emotion enables proactive improvements and better customer experience management.

User Intent

Each query is classified by purpose, helping you understand why the user reached out. Supported intent categories include:

• Informational
• Troubleshooting
• Instructional
• Greetings
• Transactional
• Navigational
• Follow-up 

This clarity supports more targeted optimization of both workflows and documentation.

Language Detection

User queries can come in many languages. The analytics agent now identifies the language used so you can better tailor support resources and segment multilingual audiences.

Fidelity

Fidelity tracks whether the agent remains consistent with its assigned persona. Low fidelity or frequent deviations can indicate that the persona configuration needs refinement.

Jailbreak Detection

Attempts to circumvent system rules—successful or failed—are now automatically tracked. This ensures you have visibility into risky or suspicious behavior.

Prompt Leakage

This metric monitors attempts by users to extract system-level instructions or hidden prompts. Identifying patterns helps reinforce security and improve safety configurations.

Profanity Classification

Customer Intelligence also flags NSFW or abusive user messages blocked by filters, giving you a clearer understanding of how often users engage in inappropriate behavior.

To switch between these advanced metrics, simply select the preferred Focus option from the menu. Having these metrics readily accessible makes it easier to interpret trends and identify where additional improvements or safeguards may be needed.

For more detail, you can refer to the full Advanced Metrics guide, which provides deeper explanations and use-case examples.

Powerful Search Capabilities

The search bar allows you to look for specific keywords in both user queries and agent responses. By default, the search engine returns conversations that include any combination of the words you enter.

To search for a precise phrase, wrap it in quotation marks: “your search keywords” This allows for highly targeted research—whether you’re reviewing product feedback, identifying recurring issues, or pulling examples for training.

Final Thoughts: A More Complete, More Insightful Customer Intelligence Experience

The latest enhancements to Customer Intelligence mark an important step forward in how teams understand and optimize user interactions.

By combining richer user details, advanced behavioral metrics, and more precise filtering tools, the platform now offers a clearer, more comprehensive view of every conversation. 

These improvements empower support teams, product owners, and decision-makers to identify trends earlier, diagnose issues faster, and make smarter, data-driven adjustments that elevate the customer experience.

With deeper insights and greater transparency, Customer Intelligence continues to evolve into a powerful foundation for continuous improvement—helping you build more intuitive, responsive, and effective support processes at every touchpoint.