SAWT - Platform - Insight Suite

Platform Insight Suite

Turn every interaction into what comes next.

Analyze interactions after they happen to uncover performance, customer sentiment, recurring themes, and trends feeding what you learn back into the next iteration of the agent.

Sentiment & Themes

What your customers
are actually saying.

Every interaction is scored for sentiment and grouped into themes automatically, so recurring complaints and unmet needs surface on their own rather than waiting to be noticed.

Sentiment scored on every interaction, not a sample
Themes clustered automatically — no manual tagging
Recurring issues surfaced before they become volume
Broken out by channel, use case and journey stage

Top Themes · This Week

Delivery delay complaints ↑ 23%

Payment plan requests 1,247 interactions

Overall sentiment 78% positive

Evaluation

Every interaction,
measured against your bar.

Interactions are evaluated after the fact against the criteria you set — accuracy, tone, policy adherence, resolution — so quality is a number you can watch rather than a sample someone listened to.

Your own criteria, defined per use case
Every interaction evaluated, not a spot check
Scores trended over time and by agent version
Failures surfaced with the transcript attached

Evaluation Summary

Policy adherence 96.4%

Resolution accuracy 91.2%

Tone match 88.7%

✓ Evaluated on every interaction, not a sample

Trends

What is changing,
and what to do next.

Performance, sentiment and themes tracked over time, so what you learn from one period becomes the brief for the next iteration of the agent.

Week over week and month over month comparisons
Regressions flagged against the previous agent version
Emerging themes ranked by growth, not just volume
Feeds directly into the next agent iteration

30-Day Trend

Resolution rate 91.5% ↑

Avg handle time 2m 14s ↓

Escalation rate 4.1% ↓

Try Demo

See the Insight
Suite in action.

Get in touch

Turn every interaction into what comes next.

What your customers are actually saying.

Every interaction, measured against your bar.

What is changing, and what to do next.

See the Insight Suite in action.

What your customers
are actually saying.

Every interaction,
measured against your bar.

What is changing,
and what to do next.

See the Insight
Suite in action.