AI Insight Reports automatically analyse your customer interactions to uncover the top recurring topics over a given time period. Each report includes real chat examples, highlights where chatbot automation could save time, and can be tailored with custom prompts to surface the insights you care about most. The result is a simple way to spot trends, identify opportunities, and improve customer experience without digging through transcripts manually.
This feature requires at least 10 interactions in the selected time period and an active AI license. Only interaction transcripts are shared with AI (no metadata). Do not enable if transcript sharing is restricted by your policies.
📊 What’s in an AI Insight Report?
AI Insight Reports give you a snapshot of the key themes and trends in your customer interactions. Each report includes:
- Top 10 customer topics raised within the chosen time period.
- Representative interactions linked for each issue, so you can see the context.
- Automation suggestions highlighting which issues could be handled by chatbot flows.
- Custom prompts — add your own instructions (e.g. “show me the most mentioned products”) to tailor the report to your needs.
- Flexible frequency — generate reports weekly, monthly, or as a one-off, depending on what works best for your team
These insights make it easy to identify recurring problems, spot opportunities for automation, and refine your customer support processes without digging through individual transcripts.
⚙️ How to Create an AI Insights Report
Step 1: Access AI Insight Reports
You can open an AI Insight Report in two ways:
- Go to Analytics > AI Insight Reports and select ‘One Off Report’
- Or head to Settings and search for ‘AI Insight Report Configs’
Step 2: Complete the Report Config Form
- Name your report so you can identify it later.
- Select queues to include by moving them with the arrows.
- (Optional) Add a custom prompt to tailor the insights you receive.
- Enter recipient email addresses if you’d like the report delivered by email.
- Choose a frequency:
- One off → generates a report within a few minutes for your chosen date range.
- Weekly → sends insights from the last 7 days.
- Monthly → sends insights from the last 30 days.
- Click Save to finish
Step 3: Review Your Report
Go to Analytics in the left-hand menu, then click AI Insights in the top right corner.
You’ll see a list of all available reports, including the default weekly report and any custom ones you’ve created, shown in order by date range.
‘Insufficient Data’ shown in the notes column indicates that the number of interactions within the date range was below 10.
🖌️ Custom Prompts Examples
Custom prompts let you tailor your AI Insight Report to show exactly what matters most to you. By adding your own instructions, you can go beyond the default top 10 issues and uncover deeper insights.
Examples of custom prompts:
- “Include a complexity rating out of 10 for each conversation.”
- “List the top 10 reasons customers are unhappy with us.”
- “Show the most frequently mentioned products this month.”
- “Summarise the top 5 positive themes customers mentioned.”
- “List the most common product feature requests.”
Use this feature to highlight themes, measure sentiment, or capture details that help your team take action. Please note: results may vary depending on the prompt, and Talkative cannot guarantee the effectiveness of every instruction.
❓Frequently Asked Questions: AI Insights Reports
What about data privacy?
Only interaction transcripts are shared with AI, no metadata. If your policies don’t allow sharing transcripts, you should not enable this feature. (Talkative plans to move to AWS Bedrock for processing in the future.)
Why is my report missing interactions?
AI Insight Reports only use transcripts that are still within your interaction expiry time. If, for example, your expiry is set to 2 days, only conversations from the last 2 days will be available. To get the most out of reports, make sure your expiry window is long enough to cover the reporting period.