How Insights Work
A guide to understanding how insights are generated from conversations in Refly and using both the basic and detailed views to gain valuable information.
Introduction
Refly automatically generates insights from your conversations to help you understand customer interactions better. This guide will explain how insights are categorized and how you can use both the basic and detailed views to gain valuable information.
How Insights are Generated
Insights are automatically generated once conversations take place. The system analyzes these conversations and categorizes them into various inquiry categories. Each inquiry is further classified by topics and reasons, and assigned additional fields such as resolution status, user experience score, and sentiment score. Note that it can take up to 48 hours for inquiries to be fully generated.
Inquiry Structure
Categories
Conversations are grouped into broad categories based on the nature of the inquiry.
Topics
Within each category, inquiries are further detailed with specific topics.
Reasons
Each inquiry is also given a reason, explaining the context or purpose of the inquiry.
Additional Fields
- Resolution Status: Indicates if the inquiry has been resolved.
- User Experience Score: Measures the satisfaction of the user.
- Sentiment Score: Analyzes the sentiment of the conversation (positive, neutral, negative).
Views of Inquiries
Basic Overview
The basic overview provides a quick snapshot of the number of inquiries and their general status. This view is useful for quickly checking the amount of inquiries and understanding their overall distribution.
Key Elements:
- Inquiries Overview: Graph showing the total number of inquiries over time.
- User Experience: Radar chart displaying user satisfaction levels.
- Resolved Inquiries: Pie chart showing the proportion of resolved, unresolved, and other inquiries.
Detailed View
The detailed view allows you to dive deeper into the generated inquiries to gain more specific insights. This view helps you understand the nuances of each inquiry category, topic, and reason, and provides a comprehensive breakdown of user interactions.
Key Elements:
- Inquiry Categories: Table listing all inquiry categories with percentages, resolution rates, and average sentiment scores.
- Reasons and Topics: Detailed breakdown of related reasons and topics for each inquiry category.
- Graphs and Charts: Visual representations to help analyze the data more effectively.
By utilizing these views, you can gain a deeper understanding of your customer interactions and identify areas for improvement in your service.