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Insights Agent continuously analyzes customer interactions to identify patterns, risks, and improvement opportunities enabling teams to act faster and make better decisions.
Insights Agent is part of a new multi-agent system on top of the ASAPP Customer Experience Platform (CXP). The system includes five agents, each serving a different layer of your CX operation:
  • Discovery Agent
  • Developer Agent
  • Simulation Agent
  • Optimization Agent
  • Insights Agent
While the other agents focus on building, testing, and optimizing how your operation runs, Insights Agent focuses on understanding what’s actually happening inside it and assists other agents with its unique context.

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How it Works

Insights Agent is prompt-driven. While it continuously processes interaction data across your contact center in the background, you get answers by typing a prompt, a question in plain language describing what you want to understand. The agent interprets your prompt and responds with structured insights drawn from real interactions. The prompt you write shapes the response: the more specific your question, the more targeted the answer. You don’t set up queries, schedule reports, or ask a data team for a pull — you simply ask, and the agent does the work.

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In Practice

1

Type your prompt

Write a question in plain language describing what you want to understand. The prompt you key in drives what the agent investigates. For example:
  • “What is the major cause for refund requests?”
  • “Where are customers getting negatively surprised?”
  • “What’s causing friction in the check-in flow?”
  • “Pull 10 quotes from customers mentioning refund confusion.”
2

The agent responds

Insights Agent interprets your prompt, analyzes interaction data, and responds — identifying recurring patterns and surfacing structured insights with supporting customer quotes, volume data, and trend context.
3

Refine or act

Follow up with another prompt to drill deeper, share findings with product or marketing teams, or prioritize improvements based on real customer behavior.
No SQL. No waiting. No dependency on someone else knowing how the data is structured.

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Use Cases

Insights Agent can be used for a variety of use cases across your organization, including:
  • Customer Experience Analysis: Identify common pain points, reasons for dissatisfaction, and areas for improvement in the customer journey.
  • Product Feedback: Surface recurring themes in customer feedback related to specific products or features,providing actionable insights for product teams.
  • Operational Efficiency: Analyze interactions to identify bottlenecks, inefficiencies, or training opportunities for agents.
  • Risk Detection: Detect emerging issues or risks in customer interactions, such as compliance violations or security concerns, enabling proactive mitigation.
  • Competitive Intelligence: Analyze customer conversations for mentions of competitors, market trends, or emerging needs that can inform strategic decisions.