Introducing AI Insights: Actionable Intelligence at Your Fingertips

Customer support teams have never had more data at their fingertips yet turning that data into actionable insights remains one of the biggest challenges. Agents and managers are buried in chat logs, escalation notes, and sentiment feedback with no easy way to extract meaning or trends.

Comm100’s AI Agent and AI Copilot already help support teams automate conversations and boost productivity. But when it comes to understanding why customers churn, where agents need coaching, or which chats could have led to a sale, teams are still in the dark.

That’s why we built Comm100 AI Insights; your intelligent AI-powered analyst. AI Insights does the heavy lifting of data analysis so you can focus on what matters most: solving problems, supporting your team, and scaling success.

Unlock Key Insights that Move Your Business Forward

AI Insights was designed to help managers and leaders turn every customer conversation into strategy. With just a few clicks, you can identify churn risks, pinpoint escalation causes, detect sales opportunities, and filter chats by sentiment or resolution status.

The New Comm100 AI Trifecta – Driving Smarter, Deeper Customer Relationships

Join us live – Learn how AI Agent, AI Copilot, and AI Insights work together to transform CX.

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Act on What Matters with Comm100 Spotlights

Customer conversations hold a goldmine of insight, if you know where to look. Spotlights help you shine a light on what really matters.

With Spotlights, Comm100 AI Insights automatically surfaces key trends and events buried within your chat data, giving managers a crystal-clear view of what’s happening across support and sales teams.

Whether it’s spotting a string of unresolved chats around a product bug, identifying customers at risk of churn based on tone and behavior, or uncovering missed sales opportunities, Spotlights help you move from guesswork to informed action, fast.

And because you can build your own Spotlights using plain language prompts, you’re not limited to predefined filters. You might search for:

• Complaints about feature reliability during a product rollout
• Interactions involving non-English speakers with negative sentiment
• Conversations that escalate due to payment or login issues

Spotlights remove the noise so you can focus on the interactions that matter and take swift action.

Find the Insights That Matter Most

Spot and act on trends with intelligent, customizable Spotlights.

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Understand Every Emotion with Sentiment Analysis

Even the best support team can miss subtle emotional cues when managing high volumes of interactions. That’s where AI-powered sentiment analysis steps in.

AI Insights tracks the emotional tone of every message, labeling them as Positive, Negative, or Neutral, so you get real-time visibility into how customers feel, not just what they say.

Managers can quickly filter conversations to spot pain points, identify trends in dissatisfaction, or evaluate how well agents are handling emotional moments. For example:

• Are negative sentiments spiking after a specific product update?
• Are particular agents consistently struggling to turn neutral or negative chats into positive ones?
• How does customer sentiment vary across different channels or time periods?

For live chats, sentiment cues help agents respond with empathy and adjust their tone mid-conversation. And when negative sentiment is detected in an AI Agent conversation, it can trigger an automatic transfer to a human agent, saving the experience before it spirals.

Resolution Monitoring: Know What’s Done (And What’s Left)

Unresolved issues are one of the biggest sources of customer frustration and often slip through the cracks when agents are juggling multiple chats. AI Insights introduces automated resolution tracking, so nothing falls through.

Every chat is tagged as:

• Resolved
• Pending Internal
• Pending External
• Undefined

This gives managers an instant overview of open issues, helps prioritize follow-ups, and ensures accountability across your team. No more relying on agents to update status manually or guessing what’s still outstanding.

AI Insights is Now Seamlessly Integrated Across the Comm100 AI Suite

AI Insights works alongside AI Agent and AI Copilot as part of Comm100’s unified AI suite. Together, they deliver intelligent automation, smart agent assistance, and deep business intelligence, all from a single platform.

Power Up with the Full AI Suite

Combine AI Agent, AI Copilot, and AI Insights for total support transformation.

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