AI Insights

Overview

AI Insights is part of the Sharpen Usable AI bundle and is integrated directly into the Insights tab of your Sharpen platform. Instead of manually sifting through reports and charts to find performance gaps, you can chat with your data in plain language to get instant analysis and strategic recommendations.

What AI Insights Provides

AI Insights responds differently depending on how you phrase your request.

• When you ask a specific, targeted question, such as "Who was my lowest-performing agent?" or "What is my average handle time for Queue 5?" AI Insights responds conversationally and directly without additional structure. It focuses on answering your question as precisely as the available data allows and will let you know if the data needed to answer it is missing or incomplete.

When you request a broad analysis of a report, such as asking for a full performance summary or strategic recommendations, AI Insights returns a structured response built around four components:

• Executive Summary

  • A high-level snapshot of your contact center's current performance. This is designed to give leadership immediate situational awareness, surfacing urgent issues or notable successes in seconds so you can prioritize your focus without digging through full reports.

• Key Insights

  • Contextual analysis that explains the why behind the numbers. Rather than presenting raw metrics, this section identifies patterns, such as outliers in Average Handle Time (AHT) or recurring friction points, and transforms your data into actionable business intelligence.

• Strategic Recommendations

  • Specific, practical next steps tailored to your operational levers, such as targeted coaching, workforce management adjustments, or process updates. Recommendations are phrased so they can be delegated directly to Team Leads or Analysts.

• Expected Outcome

  • The tangible benefit tied to the recommendations, whether that is a reduction in overhead, an improvement in CSAT, or better agent morale. This provides the business case needed to justify strategy shifts and keeps your team aligned on shared objectives.

Getting Started

Enable Access

Before using AI Insights, ensure the Insights AI Report Analysis toggle is enabled for the appropriate user group under your user group settings.

Using AI Insights

Once enabled, AI Insights is available on any report or chart in your Insights dashboard.

1. Open a Report

   1. Navigate to any report or chart within the Insights tab.

2. Click AI Insights

   1. Select the AI Insights button at the top of the screen.

3. Ask a Question

   1. Type a question about the data you are viewing in plain, natural language. AI Insights will analyze the data in context and return a structured response.

4. Review and Refine

   1. Read through the analysis and recommendations. You can continue the conversation to drill deeper into specific areas or ask follow-up questions.

Sample Questions

Not sure where to start? Try these prompts on your next report:

Performance and Agents

• "Who was my lowest-performing agent over this time period?"

• "Which agent has the highest AHT?"

Queue and Operations

• "What are the primary metrics driving our high average hold time?"

• "What queue settings should I look into to improve our team's efficiency?"

• "What time period has the worst service level?"

Strategic Planning

• "Give me three strategic steps I can take this week based on this data."

Tips for Better Results

AI Insights responds well to direct, specific questions. If you want a focused answer rather than a detailed breakdown, include explicit formatting instructions in your question:

• "Answer in one sentence:" What is my longest waiting hour of day?

• "Concise answer only:" Which agent has the highest AHT?

• "Just give me the number:" What's the average handle time for Queue 5?

• "Answer in one line:" What time period has the worst service level?

Frequently Asked Questions

Related Articles

• Insights

• AI Sentiment Analysis and Interaction Summary

• AI Scorecards

• AI Transcript Redaction

• Sharpen Usable AI