Contact centers handle millions of customer conversations every month, generating vast amounts of valuable data about customer needs, friction points in the customer journey, and opportunities to improve CX. In theory, at least. In reality, this conversational data is locked within unstructured transcripts that are rich with insights, but challenging to explore at scale.
Dashboards show you what happened. But when you need to understand why something happened – or spot what’s emerging right now – organizations are stuck waiting for analysts to build custom reports. In a world where customer expectations shift daily, waiting days for answers means missing opportunities to act.
Introducing Smart Analyst: Your AI agent for conversational intelligence
Smart Analyst is a dedicated AI agent that transforms how you interact with your conversational AI data. For the first time, CX leaders can explore millions of automated conversations using a prompt-based interface, uncovering insights and strategic opportunities in seconds, not days.
This analyst agent for conversational intelligence represents a fundamental shift in how your business leverages its AI investments by eliminating the gap between data collection and actionable insights. Rather than waiting for BI teams to build reports or static dashboards, you can now simply ask questions and get actionable answers quickly.
Your conversational AI expert
Smart Analyst is an AI agent purpose-built to be the undisputed expert on your conversational AI data. It understands the full context of every automated conversation, can reason about trends and patterns, and delivers insights in whatever format you need.
Ask questions, get answers
Exploring your data is as simple as having a conversation. Simply ask complex questions in natural language without the need for SQL queries or technical expertise. For example:
- “What are the top reasons customers are calling about orders this week?”
- “Show me conversations where customers expressed frustration with the return process”
- “Which automation opportunities would have the biggest impact on call containment?”
Smart Analyst understands your intent, searches across all relevant data, and returns comprehensive answers in seconds.
Explore data dynamically
Unlike static reports, Smart Analyst enables truly dynamic exploration. Ask follow-up questions to dive deeper into interesting findings, request different visualizations to better understand patterns, and surface specific conversation examples to validate insights.
This iterative, conversational approach to data analysis empowers you to follow your intuition and uncover insights that would remain hidden in traditional reporting structures.
Continuously improve your CX
Smart Analyst goes beyond simple data retrieval to help you enhance your PolyAI agent’s performance. By analyzing conversation patterns across millions of interactions, it identifies specific opportunities to improve automation:
- Suggest new knowledge base topics by identifying questions your agent can’t currently answer
- Recommend processes to automate based on repetitive human agent handoffs
- Highlight gaps in procedures where customers get stuck or need clarification
- Pinpoint training opportunities where your agent’s responses could be more helpful
- Surface emerging customer needs before they become widespread issues
This continuous feedback loop ensures your voice agent evolves alongside your business, becoming more capable and efficient over time.
Unlock CX transformation
Smart Analyst delivers on the promise of agentic AI by making it easy to tap into the richness of conversational data. Democratizing access to conversational intelligence, Smart Analyst empowers every member of your CX team to:
- Make data-driven decisions with confidence
- Identify and act on opportunities in real-time
- Continuously improve automation strategies
- Deliver exceptional customer experiences at scale
Explore millions of automated conversations
Current PolyAI customers can access Smart Analyst today as part of Agent Studio. Ready to transform your contact center into a command center? Contact our team to see Smart Analyst in action and discuss how it can revolutionize your CX operations.