Conversation intelligence
Turn every conversation into a decision
Echo AI automatically clusters your chat history into topics, scores sentiment, measures resolution, and lets you search by meaning instead of keywords.
Overview
Conversation intelligence is Echo's built-in analytics layer for the actual things your customers say. Instead of reading every chat by hand, you get an AI-generated summary: topics grouped by meaning, sentiment scored from -1 to +1, resolution rate measured against handoffs, and a semantic search that finds relevant conversations even when the wording differs. The panel lives inside your Echo dashboard so you can move from insight to action in one click, opening the full conversation behind any metric. Custom date ranges let you compare last week to last month, and every number is grounded in real message history, not aggregated guesses. It helps support teams find the questions that keep coming back, sales teams see which leads stalled, and operators understand what customers actually care about.
What you get
- Topic clusters - AI groups conversations into themes like pricing, support, bookings, and product questions so you see patterns at a glance.
- Sentiment scoring - Every conversation gets a sentiment score from -1 to +1. Track mood over time and spot issues before they escalate.
- Resolution rate - See how many conversations your Echo resolved without human help, and where it needed a handoff.
- Search by meaning - Describe what you are looking for in plain language and find matching conversations ranked by semantic similarity.
- Custom date ranges - Analyse last 7 days, 30 days, or set your own custom window to see trends over time.
- Jump to context - Click any topic or result to open the full conversation and see exactly what happened.
How it works
- 1. Echo analyses conversations - Your chat history is processed into topics, sentiment, and resolution signals in the background.
- 2. Open the intelligence panel - Pick a date range and see an instant overview of what your customers are talking about.
- 3. Act on the insights - Add missing answers to your knowledge base, fix weak replies, and jump into conversations that need you.
Who it is for
- Support teams - Find the top unresolved topics each week and fix the answers that keep failing.
- Sales teams - See which product questions come up most and which leads needed a human to close.
- Founders and operators - Spot sentiment shifts early, understand why people drop off, and prioritise what to build next.
Keep exploring
Related features
Recommended integrations
Also for
Frequently asked questions
What data does conversation intelligence use?
It analyses your existing Echo conversation history, including messages, visitor questions, and handoff events. No third-party data is used.
How is sentiment scored?
Sentiment is scored from -1 (negative) to +1 (positive) using the conversation tone and outcome.
What does resolution rate mean?
Resolution rate is the share of conversations your Echo handled without a human handoff.
Can I search conversations by meaning?
Yes. Type a description in plain language and results are ranked by semantic similarity, not just keyword matching.
Which plan includes conversation intelligence?
Conversation intelligence is available on Pro and above.