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Find questions your agent was unable to answer due to missing content in your data.
Let customers show you unforeseen threats and opportunities like recurring feature requests or emerging competitors.
Sort by Neutral, Positive, Frustration, Dissastifaction, and Confusion to identify overall user experience trends.
Deep dive to identify confusing messaging, frustrating policies, and unsatisfactory user experiences.
Filter by informational, instructional, and troubleshooting intents to see what information users need the most.
Use navigational and transactional intents to track they want to do and where the want to go, so you can simplify and remove friction.
Filter conversations across multiple dimensions to build custom segments that help you understand your data better.
Content Source Found
User Emotion
User Intent
Query Language
User Location
Don’t just identify trends, dig deep and analyze individual conversations to strengthen customer insights.
Customize the time range of your analysis to gather insights on how customer behavior and needs shift over time.
Filter conversions by keywords to identify how often specific topics come up in search prompts.
Got more questions about Customer Intelligence? Checkout the FAQs below or visit our docs.
The Customer Intelligence feature in CustomGPT.ai is an analytics suite designed specifically for analyzing conversations between agents and users. This feature helps businesses gain insights into how their customers interact with the AI, providing valuable data that can be used to enhance user experience and service delivery.
The feature addresses the need for deeper insights into user behavior. By having detailed analytics and actionable data about your customers, you will be able to make more informed decisions.
The Customer Intelligence feature expands the existing Analytics feature, integrating seamlessly into the current user interface.
The Customer Intelligence feature is enabled by default and does not require any setup. It automatically analyzes interactions and provides valuable metrics without any manual configuration.
The Customer Intelligence feature helps you spot knowledge gaps by tracking the Content Source Found metric. If your agent frequently fails to find relevant content for user queries, it means your knowledge base needs improvement. Adding more training data, documents, or FAQs can help fill these gaps and improve response accuracy.
The Customer Intelligence feature includes an Emotion metric that analyzes customer queries to gauge their sentiment. This helps you understand whether customers are frustrated, satisfied, or neutral when interacting with your agent. By monitoring these trends, you can identify areas where responses may need improvement, refine your chatbot’s tone, and enhance the overall user experience.
The Customer Intelligence feature includes an Intent metric that helps you analyze how customers initiate conversations with your agent. By tracking common intents, you can understand customer needs, optimize greetings or onboarding flows, and ensure your chatbot is effectively guiding customers from the start of their interaction.
By monitoring data from conversations between agents and customers, you can identify patterns, trends, and preferences. This information is crucial for understanding customer behavior, which in turn can inform marketing strategies, product development, and customer service improvements.
While the Customer Intelligence feature does not directly interact with customers, it provides you with insights that help you better tailor your agents. By understanding past interactions, you can refine your agents to improve future customer interactions, making them more relevant and responsive.
The Emotion metric categorizes customer queries into Positive, Neutral, Confusion, Frustration, and Dissatisfaction. This helps you gauge customer sentiment and improve chatbot responses for a better experience.
The Intent metric categorizes customer queries into predefined categories, including Informational, Greetings, Troubleshooting, Follow-up, Transactional, Navigational, and Instructional. This helps you understand customer intent and optimize your chatbot’s responses accordingly.
Currently, chatbot performance can only be analyzed based on the Language metric, which provides insights into interactions across different languages.
Yes, Customer Intelligence metrics are supported for all languages supported by CustomGPT.ai agents, ensuring accurate analysis regardless of the user’s language.
Yes, the Customer Intelligence feature is available on all plans, but Standard plan customers can only access data from the past 7 days, while higher-tier plans have access to up to 365 days of data.
The Customer Intelligence feature utilizes data from conversation logs between agents and customers. No external data can be ingested; the feature focuses solely on interactions within the CustomGPT.ai platform to generate insights.
The length of time you can access past data depends on your plan. Standard plan customers can view data for the past 7 days, while higher-tier plans can access up to 365 days, depending on when the specific metric became available.
You can filter Customer Intelligence data in multiple ways, including by metric, date range, and text search. This allows you to focus on specific performance indicators, analyze trends over time, and quickly find relevant queries or patterns in customer interactions.
Customer Intelligence metrics are calculated using advanced AI models that analyze each interaction between the customer and your agent. These models assess various aspects, such as content relevance, customer sentiment, and intent, to provide meaningful data that helps you optimize your chatbot’s performance.
Customer Intelligence data is updated in real time, allowing you to monitor interactions and chatbot performance instantly.
Currently, exporting data from the Customer Intelligence feature is not available, but this functionality will be added soon. Stay tuned for updates!
CustomGPT.ai continuously improves its models and algorithms to ensure the accuracy and reliability of the insights generated. These improvements are benchmarked against industry leaders to maintain high standards of performance.
CustomGPT.ai prioritizes security and privacy in its design, ensuring that each agent is completely isolated from others, even within the same account. Detailed information about security measures can be found on the CustomGPT.ai security page: CustomGPT.ai Security.
Yes, if you delete a conversation, it is also removed from the Customer Intelligence, ensuring that deleted data is no longer included in analytics.
No, Customer Intelligence data cannot be compared across multiple projects, as each CustomGPT.ai agent operates as an isolated entity with its own metrics and interactions.
Yes, you can track returning users and their interactions over time by using the CRM Integration feature, which helps link user activity to their profiles for better analysis and engagement.
Yes, the Customer Intelligence feature works for all deployments, regardless of where your chatbot is embedded or accessed.
Yes, the Customer Intelligence feature is available for queries made through the CustomGPT.ai API, just like other deployments.
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