What is the Insights AI assistant?
The Insights AI assistant is a conversational AI built into CX-Engine. You ask it questions in plain language, as you would ask an analyst, and it queries your calls and their AI analysis (summaries, sentiment, frustration, subjects, topics, transcripts) to answer within seconds.
No more exporting spreadsheets or listening back to recordings: the assistant counts, compares and summarizes for you.
Opening the assistant
- Select your account in CX-Engine
- Click the Insights AI button at the bottom right of the screen
The panel opens on the right. You can keep browsing CX-Engine while the assistant works: the conversation is kept from one page to the next.
If your account is linked to several PBXs, choose the one to analyze at the top of the panel. With a single PBX, it is selected automatically.
Example questions
- What are my customers talking about the most this month?
- What frustrated my customers last week?
- Which subjects take the most time to my agents?
- What are Julie's strengths and weaknesses?
- How many inbound calls did we miss yesterday, and on which queue?
- Show me calls where the customer mentions a billing issue.
The assistant understands follow-up questions: refine your request ("and for the support team only?") without rephrasing everything.
Understanding an answer
To answer, the assistant uses tools: counting calls, sampling summaries, agent reports, reading a transcript… Each tool used is shown above the answer; click it to see the criteria used and the result returned.
Answers cite the calls they rely on (for example #43045): click a number to open the call in a new tab and check for yourself.
AI can make mistakes: check the cited calls before making an important decision.
Copying or exporting an answer
Hover an answer to reveal three actions:
| Action | Use |
|---|---|
| Copy as Markdown | Copies the raw text, to paste into a Markdown-compatible tool |
| Copy formatted | Copies the answer with its headings, lists and tables, to paste into Word, Google Docs or an email |
| Download as Word document | Downloads the answer as a Word document |
Conversation history
The History button lists your recent conversations, titled after your first question. The New conversation button starts from a blank page: use it when you change topics, the assistant will be more accurate.
Your conversations are private: other users cannot see them.
What the assistant can see
- The calls of the selected account and PBX only
- The calls analyzed by Insights AI (transcription and AI analysis enabled). Calls older than the activation, or not transcribed, are counted but have no analysis
- Read-only access: the assistant never changes your data
Permissions
The assistant is available to users with the Insights AI permission (crm-insights.chat). Administrators have it by default; for other users, add this permission to their role.
Going further
Prefer to use your own AI assistant, such as Claude? Connect it to your calls.