Conversations Insights for Solve Email

Conversation Insights empowers you to delve deep into your Solve Email interactions, providing actionable data to identify areas for improvement and ensure customer issues are resolved efficiently. By analyzing key metrics like deflection rates, user feedback, and reasons for no response, you can fine-tune your Solve Email configurations and enhance overall customer satisfaction.

Where to find it:

You can access it by navigating to Solve > Solve Insights > Conversations > Email.

Use Case

An e-commerce support team leverages Conversation Insights to ensure Solve Email effectively resolves customer issues. They analyze key metrics like deflection rates, user feedback, and no response reasons, then pinpoint issues by examining individual conversations—specifically those with negative feedback, non-deflection, or no response—using the data table and filters. This enables them to adjust knowledge base content, and configure workflows and email rules.

By continuously monitoring Solve Email conversations through Conversation Insights, they improve customer satisfaction and reduce agent workload.

Deflections

The Deflections card shows the number of email conversations that have been deflected and not deflected when Solve Email was used. 

Definitions:

• Deflection: An email conversation is considered deflected when Solve Email successfully resolves the sender's issue without requiring intervention from a human support agent. A high deflection rate means that the Solve Email has been effective in deflecting emails.
• Non-Deflection: An email conversation results in non-deflection when Solve Email can’t resolve the issue and requires intervention from human agents.

User feedback

This card displays the number of times end-users indicate whether Solve Email conversation was helpful or unhelpful by clicking the thumbs-up or thumbs-down buttons at the end of the email.

• Positive: The end-user clicked the thumbs-up button, indicating that the email conversation was helpful in resolving their issue.
• Negative: The end-user clicked the thumbs-down button, indicating that the email conversation was not helpful in resolving their issue.
• Not Answered: The end-user did not click either the thumbs-up or thumbs-down button.

Top reasons for no response

This card shows the number of emails Solve Email did not respond to because of specific reasons. These reasons include:

• No response: The workflow was configured to not send a response.
• Email automation: A rule within our configuration states we should not respond to the ticket/case.
• Non-email Channel: The ticket/case is from a channel we do not support with Solve Email. We currently only support Email, Form, and API channels.   
• Responded to by agent: An agent responded to the ticket/case before Forethought attempted. This is likely due to an email automation rule that delays Forethought's ability to attempt.   
• Email response limit exceeded: The system stops responding to users who send more than 5 emails within 30 minutes.
• No help article found: No relevant articles were found to answer the user's query.
• Ticket closed: The ticket/case was closed before Forethought was attempted. This is likely due to an email automation rule that delays Forethought's ability to attempt.   
• From widget handoff: Ticket/case was created by Solve Widget.
• No intent predicted: We could not predict an active intent on your ticket/case, and you do not have Knowledge Retrieval (Other Questions) activated.   
• Execution error: An error occurred while executing the workflow or journey map. The most common causes are issues with an Action API call or a missing Context Variable. Additionally, this error may result from the LLM vendor's performance or a server issue.
• Language not enabled: The language detected for the user's request is not selected OR is not enabled in the translation configuration.
• No plausible response: The system checks if there is an article or workflow suitable for addressing the user's query. The plausibility check can be modified by the Forethought team.
• Paraphrased answer generation failed: OpenAI was unable to generate a paraphrased response.
• Article language mismatch: The articles embedded in the email templates are in a different language than the one detected in the email conversation.

Data table

The data table provides detailed information about each email conversation that used Solve Email. It has the following columns:

• Timestamp: The date and time of the email conversation.
• Ticket ID: The ticket ID associated with the email.
• Incoming Email: The email conversation. Click to view the full email conversation.
• Deflected: Indicates whether the email was deflected.
• Eligible: Indicates whether Email Automation rules allowed Solve Email to respond.
• Email Sent: Indicates whether an email was sent.
• No response reason: Explains why the email was not answered. The reasons are indicated in Top reasons for no response card.
• Detected Workflow: The workflow detected in the email conversation.
• Surfaced Articles: The articles surfaced in the email conversation.
• User Feedback: User ratings (positive/negative) of the email containing the surfaced article.

Filtering data

Filter Solve Email conversations for more granular insights by clicking the All Filters button. You can filter conversations by:

• Conversation ID: Unique ID associated with the email conversation.
• Ticket ID: Unique ID associated with the ticket.
• Timestamp: The date and time of the email conversation.
• Context variables: The context variables used in the email conversation.
• Conversation type: The conversation can be Email, Email Autoflow, and Interactive Email.
• Deflected: See email conversations that are either deflected or not.
• Eligible: Indicates whether Email Automation rules allowed Solve Email to respond.
• Email Sent: Indicates whether Solve Email sent an email.
• All workflows: These are the workflows created in your Solve Email.
• No response reason: Reasons why Solve Email did not answer.
• User feedback: User ratings (positive/negative) of the email conversation.