Smart Analyst

Use Smart Analyst to query conversation data and get instant insights.

Smart Analyst is a conversational analytics tool that uses AI to review a sample of calls from the past 24 hours. It allows you to ask natural-language questions — like “What are the top escalation reasons?” — and get immediate answers, without writing queries or waiting for a data team.

This feature is currently in open beta. Contact your PolyAI representative to request access.

Smart Analyst appears as a chatbot inside Studio. It automatically analyzes recent calls and surfaces actionable insights — from agent usage to customer sentiment to conversation drop-off patterns.

Key benefits:

• Ask freeform questions about real call data
• Identify top containment blockers
• Surface technical issues, drop-offs, or sentiment trends
• Track daily agent performance and usage patterns

Example prompts

Smart Analyst understands natural questions across a range of categories:

Containment & Transfer Insights

• What are the top 5 reasons calls are transferred to a human agent?
• What % of reservations are dropped before confirmation?
• What are the most common reasons customers don’t complete a reservation?
• What actions could increase containment for loyalty lookup failures?

Quality & sentiment

• Do customers express frustration with the assistant?
• What types of calls result in negative sentiment?
• Are customers complaining about pricing or offers?
• Are customers reporting issues with our mobile app or site?

Conversation analytics

• What are my top 5 verb–noun pairings across “Speak To” conversations?
• Which calls had the longest AHT yesterday?
• Which intents failed the most often?

Knowledge gaps

• What kinds of questions are we not handling well?
• What information does the assistant usually request during booking?
• How does the assistant handle unavailable dates?

Reservation-specific insights

• What drives drop-offs in the reservation flow?
• What are the top blockers during reservation confirmation?

Templates

Smart Analyst includes a Templates interface that helps you start faster with ready-made, categorized prompts.

How it works

• Choose from pre-built templates grouped by Customer Insights, Agent Performance, and Custom Research.
• Each template includes a clear description and an optimized query for instant insight generation.
• Selecting a template automatically populates the prompt field — simply run it or modify as needed.
• Templates are designed to help non-technical users discover insights quickly without knowing how to structure analytical queries.
• Template categories and examples will expand over time to support more use cases.

How It Works

1. Open Smart Analyst

   Go to Smart Analyst from the Studio sidebar. The interface opens with a chat window and a summary of the latest available call data.

2. Ask your first question

   Type a natural-language question into the chat, or a choose a template to edit. Smart Analyst reviews transcripts and metadata from the previous day to generate a response.

3. Refine and explore

   Follow up with related or deeper questions. Smart Analyst keeps context and adjusts its answers based on your ongoing thread.

4. Review and act

   Use Smart Analyst to uncover patterns, monitor performance, and prioritise improvements — no need to write SQL.