smart-analyst 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.

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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

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Example prompts

Smart Analyst understands natural questions across a range of categories:

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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?

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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?

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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?

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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?

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Reservation-specific insights

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

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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. 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.