A new era of Insights has arrived
Sweo Insights is a groundbreaking, AI-powered product that gives you complete, real-time visibility across your entire customer experience.
Sweo Insights combines CX Score—a breakthrough metric for measuring support quality—with dashboards to help you monitor performance, explore Topics, and optimize Sweo with AI-powered Suggestions.
CX Score: The new standard for support quality
01CX Score is a breakthrough, AI-powered metric that gives you a complete view of your support quality across every customer conversation—no surveys required.
Fig 1.a
Get a complete view of your support qualityCX Score analyzes every conversation—giving you 5x more coverage than CSAT.
Transparent, AI-powered scoringEvery conversation is scored in real time from 1 to 5 based on resolution, sentiment, and service quality, and comes with a clear explanation of the rating.
Unbiased, accurate, and trustworthyValidated through rigorous quantitative and qualitative testing, CX Score shows strong accuracy and alignment with human ratings.
CSAT was giving us a narrow, often confusing signal. With CX Score, we're seeing every conversation clearly—what actually happened, how the customer felt, and what we can do better.
A complete view of Sweo's performance
02The Performance Dashboard brings Sweo's key support metrics—resolution rate, involvement rate, and CX Score—into one view. It helps teams monitor Sweo's performance, catch issues early, and communicate impact clearly across the business.
Fig 2.a
Get a high-level view of how Sweo is performingSee how often Sweo resolves issues, hands off to human agents, and how those conversations were experienced.
Know where Sweo works and where it can improveSee where Sweo is succeeding and where it hands off—so you can identify gaps, improve training, or adjust workflows.
Measure efficiency and experience togetherTrack resolution rate alongside CX Score, so you can balance efficiency and customer experience.
Explore trends and insights across your customer conversations
03Topics Explorer uses AI to organize every single customer conversation into Topics and Subtopics, giving you an unprecedented view of what's driving support volume and impacting quality. Spot patterns, track trends, and catch emerging issues early.
Fig 3.a
AI-Generated Topics
AI automatically organizes all your support conversations into Topics and Subtopics, so you can easily spot trends, surface issues, and uncover insights.
Fig 3.b
Surface areas driving poor experience
Filter topics by CX Score, resolution rate, handling time, and more to identify problem areas before they affect customer experience. Trendlines reveal changes over time, so you can catch issues early.
Fig 3.c
Drill into Topics to understand what went wrong
Investigate low scoring Topics by clicking in to get specific and actionable Subtopics. Identify patterns in Subtopics, and view all related conversations to understand what is going on.