A new era of Insights has arrived
Sweo Insights is a groundbreaking, AI-powered product that gives you complete, real-time visibility across your entire kundupplevelse.
Sweo Insights combines CX Score—a breakthrough metric for measuring support quality—with dashboards to help you monitor performance, explore Topics, and optimize Sweo with AI-powered Suggestions.
CX Score: The new standard for support quality
01CX Score is a breakthrough, AI-powered metric that gives you a complete view of your support quality across every customer conversation—no surveys required.
Fig 1.a
Get a complete view of your support qualityCX Score analyzes every conversation—giving you 5x more coverage than CSAT.
Transparent, AI-powered scoringEvery conversation is scored in real time from 1 to 5 based on resolution, sentiment, and service quality, and comes with a clear explanation of the rating.
Unbiased, accurate, and trustworthyValidated through rigorous quantitative and qualitative testing, CX Score shows strong accuracy and alignment with human ratings.
CSAT was giving us a narrow, often confusing signal. With CX Score, we're seeing every conversation clearly—what actually happened, how the customer felt, and what we can do better.
A complete view of Sweo's performance
02The Performance Dashboard brings Sweo's key support metrics—lösningsgrad, involvement rate, and CX Score—into one view. It helps teams monitor Sweo's performance, catch issues early, and communicate impact clearly across the business.
Fig 2.a
Get a high-level view of how Sweo is performingSee how often Sweo resolves issues, hands off to mänsklig agents, and how those conversations were experienced.
Know where Sweo works and where it can improveSee where Sweo is succeeding and where it hands off—so you can identify gaps, improve training, or adjust workflows.
Measure efficiency and experience togetherTrack lösningsgrad alongside CX Score, so you can balance efficiency and kundupplevelse.
Utforska trends and insights across your customer conversations
03Topics Utforskar uses AI to organize every single customer conversation into Topics and Subtopics, giving you an unprecedented view of what's driving support volume and impacting quality. Spot patterns, track trends, and catch emerging issues early.
Fig 3.a
AI-Generated Topics
AI automatically organizes all your support conversations into Topics and Subtopics, so you can easily spot trends, surface issues, and uncover insights.
Fig 3.b
Surface areas driving poor experience
Filter topics by CX Score, lösningsgrad, handling time, and more to identify problem areas before they affect kundupplevelse. Trendlines reveal changes over time, so you can catch issues early.
Fig 3.c
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.
With nearly 10,000 tickets a month, understanding customer feedback at scale was really difficult—until Topics Utforskar helped us cut through the noise.
AI Suggestions for effortless performance improvement
04The Optimize Dashboard features AI-powered Suggestions that highlight opportunities to improve Sweo's performance. Accept with one click for instant optimization.
Fig 4.a
See exactly how to optimize 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.
Fig 4.b
Get clear, AI-powered Suggestions
Each suggestion is backed by real customer conversations. Review the related interactions to understand the underlying issue and see how many conversations would be resolved by applying the fix.
Fig 4.c
One-click 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.
Suggestions take the guesswork out of improving our content. With the help of weekly Suggestion reviews, we've increased our total lösningsgrad by 15%.
FAQs
What is Sweo Insights?
Sweo Insights is a groundbreaking, AI-powered product that gives you complete, real-time visibility across your entire kundupplevelse.
How does Sweo Insights work?
Sweo Insights combines CX Score—a breakthrough metric for measuring support quality—with dashboards to help you monitor performance, explore Topics, and optimize Sweo with AI-powered Suggestions.
What is CX 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. CX Score analyzes every conversation—giving you 5x more coverage than CSAT. Every conversation is scored in real time from 1 to 5 based on resolution, sentiment, and service quality, and comes with a clear explanation of the rating.
What is Topics Utforskar?
Topics Utforskar uses AI to organize every single customer conversation into Topics and Subtopics, giving you an unprecedented view of what's driving support volume and impacting quality. Spot patterns, track trends, and catch emerging issues early.
What is the Optimize Dashboard?
The Optimize Dashboard features AI-powered Suggestions that highlight opportunities to improve Sweo's performance. Accept with one click for instant optimization. It surfaces gaps in content, data connections, and actions—showing where Sweo could have handled conversations that instead went to your team.
Get groundbreaking, AI-powered Insights today
