It’s live! Access exclusive 2025 live chat benchmarks & see how your team stacks up.
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It’s live! Access exclusive 2025 live chat benchmarks & see how your team stacks up.
Get the data
Your Intelligent AI Analyst
AI Insights offer managers data-driven intelligence—including customer sentiment, resolution status, and key business insights—to optimize operational efficiency.
Detect frustrated or disengaged customers at risk of leaving due to poor experiences or lack of engagement.
AI Insights flags these interactions, enabling proactive intervention and retention strategies.
Identify escalated customer chats involving complex issues like identity verification or payment problems. By reviewing these chats, managers can pinpoint exactly where agents struggled.
This insight enables managers to deliver targeted coaching to agents on how to handle similar situations more effectively, ultimately reducing future escalations.
Never miss a potential sale — AI Insights detects strong buying signals and highlights conversations where personalized offers can drive conversions.
Sales teams can then prioritize and tailor their outreach effectively.
Quickly build tailored Spotlights using natural language.
Just describe what you want to track, like: "Find chats where the customer's language is not English, and their sentiment is negative." Or "Show chats where customers mention 'feature not working' or 'keeps crashing'”. AI Insights will then spot the requested chats.
This helps managers detect recurring issues and identify product gaps.
Our sentiment analysis detects customer emotions in real-time, categorizing messages as Positive, Negative, or Neutral.
For live chat, it helps agents tailor their responses to address concerns, de-escalate situations, and show empathy.
With AI Agent interactions, if negative sentiment is detected, the chat can be automatically transferred to a human agent for timely intervention, ensuring a better customer experience.
Managers can filter chat by sentiment to pinpoint areas for improvement, refine coaching strategies, and ensure agents deliver effective interactions.
Automated resolution tracking delivers clear visibility into chat resolution status: Resolved, Pending Internal (requiring agent follow-up), Pending External (awaiting customer input), or Undefined.
Managers can then filter and prioritize chats, quickly pinpointing unresolved issues and optimizing resource allocation.
“With the AI chatbot, the Comm100 team openly shares insights into how the system operates and the tools behind it. This transparency empowers us to delve deeper, enhancing our understanding and ability to make the most of these solutions.”
– Austin Zimmerman, Sr. Customer Service Technical Admin, CDS Global
Discover how our six AI solutions work together in a flywheel that accelerates your entire support lifecycle.
Automate 80% of customer queries with context-aware human-like AI responses
Supercharge human agents with real-time AI suggestions and automated workflows
Find knowledge gaps, fix articles, and draft new content from real conversations
Auto-score every conversation and turn findings into one-click coaching moments.
Convert your knowledge and QA insights into simulation-based training and quizzes.
Analyze sentiment, track resolutions, and uncover key insights.