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Every conversation is research you didn't have to commission.
Conversation Intelligence turns thousands of everyday questions into a live picture of what your audience wants, where they are, how they feel, and what your organisation should do about it.
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Not a dashboard. Insights that go to work for you.
Every gap is a real question someone actually asked. The recommendation is already written and approving it takes one click, so the knowledge base improves itself while you get on with something else.
Conversation Intelligence
What your audience asked, and what to do about it.
Efficiency gain
9.4h
Staff time saved this week, across 1,284 conversations.
Knowledge gaps and recommendations (3)
Bookings
Add a record for the new online booking flow: which services can be booked without a phone call, what someone needs on hand, and how far ahead the calendar opens. Eleven people asked and the expert had no source to draw on.
Eligibility
Consolidate the eligibility rules that currently sit across three separate documents. The expert is answering correctly, but citing the older version first.
Temporal intelligence · how people felt, day by day
Where they asked from
Topics, and how well they were covered
Pricing and fees · what they actually said
How much is it for a concession holder?
Limited
Is there a fee if I cancel the day before?
Limited
Do you take card payments on site?
Answered
What does the annual membership include?
Answered
Illustrative example · sample data, not a live account
The quarterly read
What your audience is asking for, written up.
Your conversation data, read against what your organisation is trying to do this year and against where your market is moving. Not a chart pack. A short document that names the moves, in order, with the demand behind each one.
Conversation Intelligence · Quarterly report
What your audience asked
1,284 conversations. 6,410 questions. Here is what to build next, in the order the demand says to build it.
of conversations reached a question nobody had answered. That is a content gap, not a demand gap. Your own website can close it.
One
What people ask about
Share of the 1,284 conversations that raised each topic. A topic counts once per conversation, however many times it comes up.
Two
Five things to do first
Every one of these is backed by more than a fifth of your conversations. Start at the top.
Publish your prices
Price is the single largest cause of frustration in your conversations, and the one thing people will not wait for. Publishing it removes the friction and lets people decide before they contact you.
Answer eligibility once
The rules currently sit across three documents and your experts cite the oldest first. One page per question, one source of truth.
Put hours and locations in one place
Asked by two in five people and answered differently depending on which page they land on. One source, one format, every site.
Surface the programs nobody can find
The demand is already there. The pages are not, or they are three clicks deeper than the people asking will go.
Write the getting-started guide
Almost a third of first conversations are people who do not know where to begin. One page, written for someone who knows nothing.
Three
Who is asking, and from where
The same conversations, read as an audience rather than a list of topics. This is what makes the marketing targeted rather than general.
3 in 4 are close to home
Metro north leads by a distance. Regional west is the fastest growing and has no dedicated content at all. Spend there first.
19 in 20 were calm or curious
One in twenty was frustrated, and the cause was almost always the same two things: what it costs, and how long it takes.
They plan carefully
People use an expert like a person who knows the answer, not like a search box. They ask five questions in a row and expect each one to follow the last.
Ava answers most of it
Grace covers wellbeing, which a quarter of people ask about. She is under-used because she is hard to find. Give her more to do.
Four
Three inputs, read together
The conversation data on its own tells you what people want. It becomes a decision when it is read next to what you are trying to do, and next to where your market is already moving.
Your conversation data
Every question, topic, mood and location, counted. Yours outright, and nobody else has it.
Your brand and strategy
What you sell, who you serve, and what you have committed to move this year.
Published industry research
The external trends your sector is moving with, brought in and cross-referenced against your own demand.
Where all three point the same way, you have a campaign you can defend to a board. Where your own demand runs ahead of the market, you have a head start. Where it runs behind, you have a gap worth naming before somebody else does.
Illustrative example · sample data, not a live account
The dashboard
One stream of conversations. Five ways to read it.
Topic Trends
What people ask, classified by topic and charted over time.
User Mood
How each conversation felt, and how satisfaction is trending.
Geolocation Map
Where in the world conversations are coming from, live, down to town level.
Knowledge Gaps
Every question your experts couldn't answer, with a fix.
Efficiency Calculator
Conversation volume translated into staff hours saved, with an auditable model.
Report 1 · Topic Trends
What your audience asks is what your audience wants.
Every conversation is classified by topic and charted over time, with the real questions one click away. A content calendar, a product roadmap and a curriculum review, written by your audience.
- Seasonal spikes. What surges each year, so you're ready before it does.
- Quiet risers. Topics growing week on week that nobody has noticed yet.
- Drill-down. Click any topic to read the real exchanges behind the line.
Topic trends · last 90 days · illustrative
Report 2 · User Mood
Know how they felt, not just what they asked.
- Trend line. Satisfaction over weeks and months, not a one-off survey.
- Read the room. A sharper question, a second complaint: the signal shows up before the review does.
- Drill-down. Every dip is clickable, straight to the exchanges that caused it.
- Acted on. Paired with Agentic Actions, a frustrated conversation triggers a handoff in the moment.
Report 3 · Geolocation Map NEW
See where in the world your audience is asking from.
Report 4 · Knowledge Gaps
An unanswered question isn't a failure. It's a to-do list.
- The exact question. In the person's own words, not a category.
- A recommendation. What to add to the knowledge base to close it.
- The conversation behind it. One click to read the full exchange.
- Open or closed. Mark it done when the knowledge is in.
“Is the community hall wheelchair accessible?” Add answer
Recommendation: add an accessibility entry for each venue.
“Can I use the mulch around native seedlings?” Add answer
Recommendation: extend the Coastal Blend product guide with a natives section.
“What are the 2027 semester dates?”
Semester dates added to the knowledge base. Now answered instantly.
Report 5 · The Efficiency Calculator
The ROI conversation, settled with a number you can defend.
Illustrative figures. Your dashboard uses your real sessions and the rate you set.
Questions teams ask us
Do we need an analyst to use this?
No. Trends, maps and moods are readable at a glance, and every chart drills down to the underlying conversations.
Is personal information protected?
Yes. Contact details are only collected when a person willingly provides them through an Agentic Action you've configured.
How often is the data updated?
Continuously. The Geolocation Map is live, and trends, mood and gaps reflect conversations as they happen.
How it works
Live in days. We're with you every step.
Week one
Build the brain, together.
We work alongside your team to turn your guides, FAQs and policies into a knowledge base. You review, refine and approve every word.
Week two
Shape the experts.
Names, faces, fields and tone of voice. Brand Studio gives you complete control, right down to how they say hello.
You're live
Deploy everywhere.
Your website, QR codes on print and packaging, links in email and social. Conversations start in seconds.
Meet your Digital Experts.
In 30 minutes, we'll show you a live Digital Expert built for an organisation like yours, and map what yours would know, say and save.
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