Welcome to Conversation Insights Agent
Note
Prior to Release 2025.08, Conversation Insights Agent was called U-Discover.
Conversation Insights Agent is a next-generation data analytics application that contact centers use to process thousands of conversations and uncover a variety of insights, including Gen AI-based insights. Conversation Insights Agent processes media files to let businesses glean rich insights from contact center conversations, discover topics that customers are speaking about, measure agent performance by evaluating 100% of contact center conversations, identify near real-time trends, understand customer sentiment, and make data-driven decisions to improve the customer service provided.
Conversation Insights Agent operates on Uniphore’s X-Platform. Like all of Uniphore’s products, it is a multi-tenant application that is scalable and allows enterprises to use capabilities like identity management and user access that are shared across the platform.
LLM-based capabilities are the bedrock of Conversation Insights Agent. They allow you to move on from large configuration times and cumbersome keyphrase-based business rules and gain deeper insights into your conversations.
Key Benefits
Business Insights and Analytics: Provides accurate and comprehensive insights by analyzing the full context of conversations and extracting meaningful insights from customer interactions to inform strategic decisions.
Discover Market Trends: Efficiently processes large volumes of conversational data and uncovers hidden patterns and trends within large datasets, resulting in the extraction of market trends and shifts in customer preferences.
Deeper Understanding of Customer Needs: Identifies potential risks by analyzing customer sentiment and behavior patterns.
Who will benefit from Conversation Insights Agent?
Contact centre leaders
Supervisors
Agents
Quality Analysts
Business Analysts/Analytics SME’s
Key Features
Facts
Facts are the basic building blocks of information that can be used individually or together to provide insights into conversations. A Fact uses a prompt to answer simple to complex questions based on a conversation transcript. This method is a powerful way to derive intelligent insights from conversations.
Scorecards
A contact centre scorecard is a tool for evaluating an agent’s performance or generating conversation insights based on key indicators. Scorecards are used for quality assurance, performance evaluation and management, training and development, conversation analysis, and customer experience improvement. Scorecards also help provide the agent with a clear picture of their performance.
Dashboards
Conversation Insights Agent's out-of-the-box dashboards provide you with a detailed picture of team and agent performance, besides helping you discover topics that your customers are talking about. In addition, you can create your own dashboards using our BI capabilities.
Voice Analysis
Conversation Insights Agent performs voice analysis on conversations to provide a breakup of various speech and audio regions in an audio file, such as agent and customer talk time, hold time, and silence. It also measures customer sentiment based on tone and text.