Using Conversation Improvement Themes

View performance insights using the widgets in Conversation Improvement Themes.

To access the application, navigate to All > Conversation Improvement Themes > Overview.

The Overview page has the following widgets:

• Ineffective Conversations: The number of conversations with Auto evaluated user satisfaction scores of less than or equal to 1.5.

  

• Effective Conversations: The number of conversations with Auto evaluated user satisfaction scores of greater than or equal to 4.5.

  

• Ineffective conversation themes: The themes that have ineffective conversations.

  

• Effective conversation themes: The themes that have effective conversations.

  

When you select any of themes under Ineffective conversations themes or Effective conversations themes, you’re redirected to the theme.

For example, if you select Knowledge Article Management, it takes you to the page showing the theme name with its description and then shows the primary requests, knowledge articles, catalog items, VA topics, and AI Agents tagged to the theme. When you select on any of the tagged Primary requests, KB articles, Catalog Items, VA Topics, or AI Agents, you’re redirected to these items.

Note:

You can only see the sections to which you have access.

For example, you need access to AI Control Tower to access primary requests, Knowledge Base to access KB articles, Service Catalog to access catalog items, VA administrator to access VA topics, AI Agent Studio to access AI agents.