Decagon Product Foundations

Top takeaways from this module:

• Insights provides comprehensive performance dashboards to track customer satisfaction and agent health
• Diagnostic Tools identifies optimization opportunities
• Voice of the Customer tab surfaces customer priorities

Every conversation is data but without the right tools, it can feel like noise. Insights and Ask AI transform that raw data into clear answers, trends, and opportunities to improve.

Insights provides dashboards that track both agent performance and customer behavior in one place. You can monitor deflection, CSAT, and escalation trends over time, or dive into heat maps and customer journey flows to understand how interactions unfold. You can slice data using insight tags—custom categories  you define —or intent-based tags that auto-group conversations by customer outreach goals.

Diagnostic tools help you prioritize improvements by showing deflection rates across your AOPs and how customers actually move through each of your designed workflows. Insights also tracks QA resolution status, measures knowledge base effectiveness, and includes analytics tailored for voice interactions.

Beyond performance, Insights helps you capture the Voice of the Customer. Conversations are organized into topics and themes, showing which issues occur most frequently, how they trend over time, and when spikes appear, such as after a new product launch. This visibility helps you prioritize fixes and respond quickly.

Ask AI goes further by enabling flexible exploration. You can type questions like “What are the most common reasons customers requested refunds?” and Ask AI will review conversations, apply filters, and surface themes in written summaries with visualizations and linked conversations. This combination of synthesized insight plus source data makes Ask AI a reliable partner for ad hoc analysis.

In summary, these tools turn customer conversations into actionable intelligence, powering better decisions and continuous improvement for your AI agents.