Insights in Contivio AI allow you to automatically tag calls when certain keywords or phrases are detected, giving you powerful visibility into trends like customer frustration, competitor mentions, or upsell opportunities.
Step 1: Navigate to Contivio AI
- Log in to the Admin Portal.
- From the left-hand menu, select your Call Center (note: you may only have one).
- Click Productivity Tools → Contivio AI.
Step 2: Open the AI Profile
-
Choose the AI profile you want to update.
-
Click the pencil icon ✏️ to open it for editing.
Step 3: Enable Insights
-
Go to the Outcomes tab.
-
Make sure Insights are turned on.
Step 4: Add or Edit Insights
-
Navigate to the Insights tab.
-
Click Add Insight in the bottom-right corner.
-
Enter a title for your insight (e.g., Customer Frustration).
Step 5: Configure Tokens
Tokens are the keywords or phrases Contivio AI uses to trigger the insight.
-
Manual Entry: Type in the trigger words or phrases yourself.
-
AI-Assisted: Use the Contivio AI icon in the upper-right corner of the insight box to automatically generate tokens.
-
You can press this button multiple times to generate additional options.
-
You can also combine AI-generated tokens with your manually entered ones.
-
Step 6: Define the Speaker
In the bottom-right corner of the insight box, choose who must say the trigger for the insight to be tagged:
-
Customer
-
Agent
-
Anyone (either side of the conversation)
Step 7: Save Your Insights
-
Add as many insights as you’d like.
-
When finished, click Done.
-
The insights will now be active in the selected profile and applied to future calls automatically.
Practical Ways to Use Insights
Beyond general sentiment tracking, you can tailor Insights to support specific business goals:
-
🎯 Product Mentions – Track when customers bring up specific product names or SKUs.
-
💸 Promotional Mentions – Tag calls where agents reference current sales, discounts, or campaigns.
-
📝 Post-Call Survey Reminders – Create an insight that detects when agents mention completing a survey, helping you confirm compliance.
-
📈 Upsell Opportunities – Identify when customers mention interest in upgrades or add-ons.
-
🆚 Competitor Mentions – Detect when customers reference competitors, giving your team intelligence for follow-up.
✅ Tip: Start with broad, common tokens (e.g., “cancel,” “frustrated,” “angry”) and expand into more specific product, campaign, or compliance-related insights as you refine your QA process.