Conversation Intelligence for Support
Support conversations were happening across multiple channels but generating no actionable intelligence. Management had no visibility into resolution patterns, agent performance, or recurring issues. CSAT data was collected but not connected to conversation quality.
25–35%
Faster resolution times
40%
Improvement in CSAT visibility
100%
Conversation coverage (vs. ~5% manual sampling)
A B2B SaaS company with a high-volume customer support operation across chat and email channels
Support conversations were happening across multiple channels but generating no actionable intelligence. Management had no visibility into resolution patterns, agent performance, or recurring issues. CSAT data was collected but not connected to conversation quality.
What we built and why
We built an end-to-end conversation intelligence system that ingests support conversations from all channels, extracts intent, sentiment, resolution outcome, and agent behaviour signals, and surfaces insights through a real-time dashboard. The system also triggers coaching recommendations for agents based on conversation patterns.
What we delivered
Multi-channel conversation ingestion pipeline (chat, email, CRM)
Intent classification and resolution outcome extraction
Sentiment scoring and escalation detection
Real-time ops dashboard for managers
Agent performance analytics with trend tracking
Automated coaching flag generation for team leads
From kickoff to production
Data audit & pipeline design
Mapped all conversation sources, assessed data quality, and designed a unified ingestion pipeline that normalised conversations from chat, email, and CRM.
Intelligence layer
Built extraction models for intent classification, sentiment scoring, resolution outcome tagging, and agent behaviour signals. Validated against human-labelled ground truth.
Analytics & dashboards
Designed and built an ops dashboard giving managers real-time visibility into volume, resolution patterns, agent performance, and issue trends.
Coaching loop
Built a feedback system that surfaces conversation-level coaching signals to team leads — flagging conversations that deviate from resolved patterns.
Let’s identify the highest-leverage
system for your business.
We’ll review your workflows, prioritize the right opportunity, and define a practical path from concept to production.
Start a system reviewResponse within 1 business day.