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Version: 3.2.x

Insights

Overview​

The Insights feature in Optave Assistant provides operators with valuable context and analytics about customer interactions, enabling more informed and empathetic responses.

Sentiment Analysis​

Optave Assistant automatically detects and interprets customer emotions:

  • Real-time analysis of customer message sentiment (positive, negative, or neutral)
  • Emotional trend tracking across conversation history
  • Intensity measurement to distinguish between mild frustration and severe dissatisfaction
  • Topic-specific sentiment detection to identify particular pain points
  • Visual indicators making emotional context immediately apparent to operators

insights

Risk Assessment​

The platform identifies potential issues requiring special attention:

  • Financial Risk: Detection of conversations involving billing disputes, refund requests, or financial concerns
  • Security Risk: Identification of potential account compromise, fraud attempts, or data privacy issues
  • Media Risk: Recognition of situations that could lead to public relations challenges
  • Escalation Need: Automatic flagging of conversations that may require supervisor involvement

Chart Analytics​

The dashboards now include two additional charts:

  • Response Time History: A bar chart displaying average response times for both operators and users to help identify delays.
  • Conversation Overview: A pie chart illustrating the breakdown of reply types (Manual, Elevated, AI), revealing engagement patterns.

Benefits​

  • Enhanced Empathy: Understand customer emotions to respond appropriately
  • Proactive Issue Resolution: Address potential problems before they escalate
  • Risk Mitigation: Identify high-risk situations requiring special handling
  • Improved Prioritization: Focus on the most critical customer needs
  • Customer Retention: Identify and address satisfaction issues early