Insights 2.0: AI that improves your AI

We announced Insights 2.0 at Sierra Summit 2025. For the full list of announcements, read here.

Every customer conversation tells a story: what people love, what frustrates them, and what they wish worked better. But at scale, those signals can get lost in the noise. We’ve found the best way to unlock them is with AI. We call it AI that improves your AI.

Insights: keep a pulse on your agent and customers

Insights gives teams a clear pulse on agent performance and customer sentiment without the guesswork of manual QA. Beyond metrics like resolution rate or CSAT, Insights tracks what customers care about most — from how often people ask about returns, to excitement over new promotions. It’s the single place to measure what matters to the business, and spot opportunities to strengthen agent performance and customer experience. Now, Insights goes even deeper with Explorer and Expert Answers, two new ways to turn conversation data into continuous improvement.

Explorer: go deeper with conversational insights

Learning from customer conversations shouldn’t require a data team. Explorer makes it easy for anyone to analyze customer interactions at scale with natural language. Think of it like ChatGPT’s Deep Research for customer conversations.

With each question, Explorer can scan conversations, surface key themes, and deliver clear, data-backed answers. This helps teams see their business through their customers’ eyes — whether that’s a retailer exploring a surge in “Where’s my order?” messages, a telecom company digging into billing frustrations, or a travel brand uncovering loyalty confusion after a rewards update. And with follow-up questions, teams can drill deeper to find the root cause, reveal hidden patterns, and surface insights they wouldn’t have otherwise seen.

Explorer turns previously messy conversation data into a single, searchable source of truth — helping every team move from question to answer quickly. And when those insights reveal gaps in your knowledge base — the kind that keep your AI agent from fully resolving a customer’s issue — that’s where Expert Answers comes in.

Expert Answers: turn insight into improvement

Expert Answers uses factual knowledge from your customer care team to improve your AI agent as well.

Typically, fixing these gaps in an agent’s knowledge base would mean looping in your content team, updating documentation, and waiting for the next release. Expert Answers makes that process instant.
Expert Answers uses factual knowledge from your customer care team to improve your AI agent as well.

When Explorer uncovers a topic that’s generating friction — like confusion over loyalty benefits or billing changes — Expert Answers reviews how your customer care agents resolved similar cases and drafts a grounded, review-ready article that captures that knowledge.

Teams can edit, approve, and publish directly from Insights — and once it’s live, that article becomes part of your AI agent’s understanding going forward.

Every Expert Answer fills a real gap, transforming proven human expertise into lasting knowledge that results in faster, smarter agents that give customers the answers they need.

Together, Explorer and Expert Answers create a continuous loop of understanding and improvement: uncover what’s happening, capture what’s missing, and bring those improvements to life in minutes.

The bigger picture

Insights turns every customer conversation into action. It’s AI that learns from the wisdom of your care teams to improve your AI agents, helping everyone move faster, and delivering customer experiences that keep getting better.

Because when companies truly understand how their customers feel and have the tools to make those experiences better, every interaction fuels the next, creating a cycle of learning that builds lasting trust.