Analytics
Workspace dashboards, Auto-QA, AI insights, evaluations and simulations.
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AI Discoveries
8 active
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Emerging intent
Cheque bounce charge waiver
47 conversations in last 14 days asked about waiving cheque bounce charges. No procedure handles this currently.
Estimated automation potential: 92%
Procedure regression
Late Fee Waiver — success rate fell 78% → 64%
Customers requesting waivers above ₹500 (the procedure's policy cap). Either clarify cap up-front or add an approval gate.
Affecting ~140 convos / week
KB gap
EMI moratorium has no article
89 customers asked about EMI moratorium during the last 30d. AI has no grounded answer — falling back to disclaimer.
+0.6 pp resolution if filled
Channel migration
32% WhatsApp→Voice escalations were resolvable on WhatsApp
Mostly OTP-related friction. A reusable OTP-collect block would prevent the call.
Saves ~₹46k / month telephony
Anomaly
VIP-tier resolution dropped 8% this week
Front Desk routing skipped Imperia exception for 6% of conversations after v4.1 rollout.
23 VIP conversations affected
Compliance risk
'Guaranteed returns' phrase used 3 times
Cards Specialist v2.7 inadvertently used the phrase in mutual fund cross-sell. Trained guardrails need reinforcement.
IRDAI exposure
Latency
Average voice latency +240ms on Friday
Provider P50 increased — Sarvam STT degraded for Hindi. Compare against Deepgram for code-switched audio.
8% increase in barge-in misses
Correlation
Conversations citing a KB article have +0.4 CSAT
Encourage citation in agent prompts and reward grounded answers in eval scoring.
Higher correlation than tone