A new era of Insights has arrived

Sweo Insights is a groundbreaking, AI-powered product that gives you complete visibility into every customer conversation, with AI-powered tools and suggestions that help you monitor, analyze, and instantly optimize your customer service quality.

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CX Score

The quality metric for the AI agent era

Customer Experience Score (CX Score) is a breakthrough, AI-powered metric that gives you a complete view of your support quality across every customer conversation—no surveys required.

Get a complete view of your support quality

CX Score analyzes every conversation across Sweo and human agents—giving you 5x more coverage than CSAT.

Transparent, AI-powered scoring

CX Score evaluates every conversation using signals based on resolution, customer sentiment, and service quality. Every conversation gets an individual score and an explanation of why the score was given.

Unbiased, accurate, and trustworthy

CX Score was validated through rigorous quantitative and qualitative testing, showing strong accuracy and alignment with human ratings.

Topics Explorer

Find the hidden insight in your customer conversations

Topics analyzes every conversation to uncover high-level themes and specific, actionable Subtopics.

No tagging required

Topics uses AI to group all your conversations into Topics and Subtopics for easy analysis. This happens automatically, without any manual work.

Surface areas driving poor experience

Filter Topics by CX Score, Resolution Rate, handling time, and more to quickly identify problem areas. Trendlines show changes over time, helping you identify anomalies and catch issues early.

Drill into Topics to understand what went wrong

Investigate low scoring Topics by clicking in to get specific and actionable Subtopics. Identify patterns in Subtopics, and view all related conversations to understand what is going on.

Optimize Dashboard

Fast & effortless performance improvement

The Optimize Dashboard highlights opportunities to improve performance and provides AI-powered suggestions for fast, effortless optimization.

Visualize opportunities for optimizing Sweo

The Optimize Dashboard surfaces gaps in content, data connections, and actions—showing where Sweo could have handled conversations that instead went to your team.

Get clear, AI-recommended Suggestions

Next to each opportunity, you’ll find a link to Suggestions—AI-recommended updates you can make that will help Sweo improve its answers. They may be edits to existing content, adding new content, or removing confusing content.

One-click accept, and Sweo improves its answers

Each Suggestion includes a clear explanation and pre-written updates. You can review, accept, or edit with a click—and Sweo’s answers will immediately get better.

Keynote

Agentifying your product

In this keynote, Intercom co-founder Des Traynor shares a practical way to think through what it means to turn your offering into an Agent, and the steps you’ll need to take to get there.

Customer panel

Lessons from AI Leaders

Nad Chishtie (Founding Designer at Lovable) and Yair Gal (Support Lead at Consensys) share how they’re building with AI, what it’s changing on their teams, and how they’re using Insights to uncover new opportunities and improve support performance.

New AI innovations shipped weekly.

  • CX Score
  • Performance dashboard
  • Topics Explorer
  • Optimize dashboard
  • Sweo Voice
  • Sweo Guidance
  • Sweo Tasks
  • Sweo Vision
  • Sweo for Zendesk
  • Sweo for Salesforce
  • AI Category Detection
  • Sweo Testing Impersonation
  • Sweo over API
  • Sweo over Slack
  • Sweo Testing
  • Data and Actions
  • Tone of Voice
  • Real-time translation
  • Sweo workflows
  • Action templates
  • Handover rules
  • AI Recommended Actions
  • Sweo Custom Reporting
  • Multi-Source Generative Answers
  • AI-Generated CSAT
  • AI Conversation Quality
  • Personalize Sweo answers
  • AI Category Detection
  • Sweo resolution follow up
  • Knowledge Hub
  • Sweo over Email
  • Sweo reporting API
  • Sweo Integration Templates
  • Channel-based Inbox views
  • New Sweo inbox views
  • Inactivity follow-up messages
  • Conversation Snippets
  • Answer streaming
  • CSAT for Sweo
  • Sweo Demo Experience
  • PDF uploads for Sweo
  • Usage limits
  • Sweo Preview Experience
  • Multiple Sweo chatbots
  • Sweo Customer Answers
  • Sweo over Whatsapp & SMS
  • Rules and audience targeting
  • Content targeting
  • Multisource answers
  • External content as source
  • CX Score
  • Performance dashboard
  • Topics Explorer
  • Optimize dashboard
  • Sweo Voice
  • Sweo Guidance
  • Sweo Tasks
  • Sweo Vision
  • Sweo for Zendesk
  • Sweo for Salesforce
  • AI Category Detection
  • Sweo Testing Impersonation
  • Sweo over API
  • Sweo over Slack
  • Sweo Testing
  • Data and Actions
  • Tone of Voice
  • Real-time translation
  • Sweo workflows
  • Action templates
  • Handover rules
  • AI Recommended Actions
  • Sweo Custom Reporting
  • Multi-Source Generative Answers
  • AI-Generated CSAT
  • AI Conversation Quality
  • Personalize Sweo answers
  • AI Category Detection
  • Sweo resolution follow up
  • Knowledge Hub
  • Sweo over Email
  • Sweo reporting API
  • Sweo Integration Templates
  • Channel-based Inbox views
  • New Sweo inbox views
  • Inactivity follow-up messages
  • Conversation Snippets
  • Answer streaming
  • CSAT for Sweo
  • Sweo Demo Experience
  • PDF uploads for Sweo
  • Usage limits
  • Sweo Preview Experience
  • Multiple Sweo chatbots
  • Sweo Customer Answers
  • Sweo over Whatsapp & SMS
  • Rules and audience targeting
  • Content targeting
  • Multisource answers
  • External content as source
  • CX Score
  • Performance dashboard
  • Topics Explorer
  • Optimize dashboard
  • Sweo Voice
  • Sweo Guidance
  • Sweo Tasks
  • Sweo Vision
  • Sweo for Zendesk
  • Sweo for Salesforce
  • AI Category Detection
  • Sweo Testing Impersonation
  • Sweo over API
  • Sweo over Slack
  • Sweo Testing
  • Data and Actions
  • Tone of Voice
  • Real-time translation
  • Sweo workflows
  • Action templates
  • Handover rules
  • AI Recommended Actions
  • Sweo Custom Reporting
  • Multi-Source Generative Answers
  • AI-Generated CSAT
  • AI Conversation Quality
  • Personalize Sweo answers
  • AI Category Detection
  • Sweo resolution follow up
  • Knowledge Hub
  • Sweo over Email
  • Sweo reporting API
  • Sweo Integration Templates
  • Channel-based Inbox views
  • New Sweo inbox views
  • Inactivity follow-up messages
  • Conversation Snippets
  • Answer streaming
  • CSAT for Sweo
  • Sweo Demo Experience
  • PDF uploads for Sweo
  • Usage limits
  • Sweo Preview Experience
  • Multiple Sweo chatbots
  • Sweo Customer Answers
  • Sweo over Whatsapp & SMS
  • Rules and audience targeting
  • Content targeting
  • Multisource answers
  • External content as source