Hit “Spotlight” to Illuminate Common Contact Reasons Across Multiple Conversations
This LLM Summarisation feature makes it easier to spot trends in customer conversations. Instead of reviewing interactions one by one, Spotlight Summaries let you analyse multiple conversations at once, highlighting recurring issues, agent performance trends, and customer frustrations, without the manual effort. Now, you can quickly understand what’s driving conversations and take action to resolve customer issues.
With AI Tagging we already show you which topics are driving customer contacts. With these summaries, we can help you get to the why faster. In under a minute, you can generate a summary of interactions based on your chosen filters—whether you’re focusing on a specific contact reason, customer segment, brand, spike in negative sentiment, or busier-than-usual time period.
1️⃣ Filter Your Data
Start in Explore or Explore Tags and focus on specific criteria—whether it’s a contact reason, customer segment, sentiment shift, or a spike in conversations.
2️⃣ Generate a Summary
Once you’ve refined your search, click Spotlight on the interactions table. The AI processes message content in two steps:
Note: If there are 100 or fewer interactions, all are analysed; if there are more than 100, a random sample of 100 is used.
3️⃣ Review Spotlight Summary
Your AI-powered summary appears as a pop-up over the table, giving you a quick way to find recurring issues.
In the example below, AI Tags show that ‘Refunds’ is a top contact reason, but that alone doesn’t explain why customers are frustrated. Once filtered down to the related chats and emails, Spotlight Summaries provide an instant snapshot of the main frustration points.
4️⃣ Dive Deeper
Click through to example conversations that illustrate the insights surfaced in the summary. If needed, refine your filters and quickly generate a new summary to explore different patterns.