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AI Customer Brain turns chatbot conversations into a broader view of customer interests, confusion, sentiment, and follow-up opportunities. Use it when you want to move beyond single-session review and understand patterns across many conversations. This screen may be available only on certain plans.

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Summary area

The summary area gives a quick snapshot of conversation signals for the selected domain. Depending on available data, it can include:
  • Total conversations
  • Identified people
  • High-intent people
  • Confusion alerts
  • Conversion signals
  • Average conversion score
  • Average confusion score
  • Open knowledge gaps
  • Active follow-up items
Use the summary to decide whether you should focus on content quality, visitor intent, or follow-up actions.

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Overview tab

The Overview tab focuses on broad trends. It can include:
  • Top Interests: the themes customers ask about most often
  • Interest Landscape: a visual breakdown of topic volume
  • Emerging Topics: topics rising compared with recent activity
  • Customer Sentiment: positive, neutral, and negative session mix
  • Benchmarking: comparison against the wider workspace when available
  • Anomaly Watchlist: spikes or drops that may need attention
Use this tab to identify what visitors care about and whether any trend needs investigation.

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Audience tab

The Audience tab focuses on visitor behavior and intent. It can include:
  • Conversion intent signals
  • Customer segments
  • Page Confusion Map
  • Competitor Mentions
  • Most Asked Questions
  • Unanswered Question Clusters
  • High-Intent Visitors
Use this tab to understand where visitors show buying intent, confusion, repeated questions, or competitor comparisons. When a high-intent visitor is listed, you can open the visitor detail view to review related signals and conversation history.

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Operations tab

The Operations tab helps your team turn insights into follow-up work. It can include:
  • Action Queue: recommended follow-up items
  • Channel Intelligence: comparisons across channels
  • Automation Queue: follow-up jobs that have been triggered when available
  • Content Drafts: suggested content drafts based on detected gaps or insights
  • Daily Digest: short summary of recent movement
  • Weekly Insight Report: weekly summary, watchlist, and recommended actions
Use Resolve or Dismiss on action items only when your role allows it and the team has reviewed the recommendation. Use Create Draft or Add As Document carefully. Review any draft before adding it to Reference Documents, and edit it so it is accurate, visitor-safe, and consistent with your policies.

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Visitor detail view

The visitor detail view can show a timeline and related signals for a specific person or visitor identity. Use it to review:
  • Conversation history
  • Segments
  • Related pages
  • Open recommendations
  • Available enrichment details
Only use visitor detail data for legitimate support, sales, or quality review purposes. Avoid sharing visitor-level information outside the team members who need it.
  1. Start with the summary area to decide what needs attention.
  2. Use Overview to understand topic and sentiment movement.
  3. Use Audience to inspect high-intent visitors, repeated questions, and confusion areas.
  4. Use Operations to turn reviewed insights into actions or draft content.
  5. Before adding any draft to Reference Documents, edit it for accuracy and remove sensitive or team note wording.
  6. Recheck Statistics and Chat History after changes to confirm quality improved.