CRM & Insights

AI-Powered Chat Insights

Turn every conversation into insight. Track AI performance and customer trends across all your channels, automatically — all in one dashboard.

Key Capabilities

  • AI performance at a glance — track conversations handled, AI resolution rate, and the time your AI saves, with period-over-period trends.
  • Top topics, automatically — see the questions customers ask most across every channel, surfaced without any tagging work.
  • Escalation insights — find the topics your AI hands off most often, so you know exactly where to improve it.
  • Sentiment analysis — every message is scored positive, neutral, or negative, so you can spot unhappy customers early.
  • Channel & language breakdown — understand where conversations come from and which languages your customers use.
  • Geographic distribution — see where customers are messaging from, colour-coded by how well the AI handles each region.
  • Flexible date ranges — analyse any window, from the last 7 days to a custom range for campaign or monthly reviews.

Overview

Every conversation your business has is full of signal — what customers want, where they get stuck, how they feel, and how well your AI is actually doing. But that signal is usually buried in thousands of individual chats nobody has time to read.

AI-Powered Chat Insights turns those conversations into a clear picture. On one side, it measures your AI: how many conversations it resolved on its own, how much agent time it saved, and which topics it escalates most. On the other, it helps you understand your customers: the questions they ask most, the languages they speak, where they're located, and the sentiment behind each interaction. Insights are generated automatically from your live conversations — no manual tagging, no spreadsheets, no setup beyond connecting your channels — so you can spot trends, justify ROI, and decide what to improve next, all from one dashboard.

How It Works

1

Conversations flow in

Every chat across WhatsApp, web, email, Instagram, Facebook, and Telegram feeds the dashboard automatically.

2

AeroChat analyses them

Topics, sentiment, languages, locations, and AI resolution are detected and aggregated in real time — no tagging required.

3

You read the insights

Open the dashboard, pick a date range, and see what customers ask and how your AI performs — then act on it.

See It In Action

AI performance

Prove what your AI is doing

Conversations Handled
1,940
▲ 3% vs previous 7 days
Resolved by AI
81%
▲ 2% vs previous 7 days
Time Saved
96h
Based on avg handling time
Example dashboard — your live numbers replace these

Why this wins: Instead of guessing whether your AI is worth it, you get hard numbers — how much it resolves on its own and the hours it saves — that translate directly into ROI for your team and stakeholders.

Customer understanding

Know what customers ask most

  • 1"What pricing plans are available?"9 times
  • 2"How do I troubleshoot login issues?"5 times
  • 3"What features help with team collaboration?"5 times
  • 4"Is there a mobile app?"4 times
  • 5"Do you offer same-day delivery?"3 times
Top topics — detected automatically, no tagging

Why this wins: Seeing the exact questions customers ask most — and how often — tells you precisely where to focus: which knowledge base articles to write and which AI gaps to fill first.

Geographic distribution

See where your customers are

Conversations by location5 countries
  • United Kingdom7
  • Malaysia5
  • Australia3
  • Singapore2
>85% AI handled 70–85% AI handled <70% AI handled
Conversation origin, colour-coded by AI handling rate

Why this wins: You discover which markets your customers actually come from — and where the AI performs best or needs localisation — turning raw geography into a market and training strategy.

Setting It Up

  1. Connect your channels (web chat, WhatsApp, email, and social) — insights start generating from live conversations automatically.
  2. Open Dashboard in AeroChat to see conversations handled, AI resolution rate, and time saved.
  3. Use the Date Range picker to focus on the last 7 days, last 30 days, or a custom window.
  4. Review Top Topics, Escalated Topics, and sentiment to decide what to improve — then train your AI on the gaps.

FAQ

Do I need to tag conversations for insights to work?

No. Topics, sentiment, languages, and locations are detected automatically from your live conversations — there's nothing to tag or configure manually.

How is my conversation and customer data handled?

Insights are generated from your own conversation data, kept isolated to your account, and never shared with or visible to other businesses. You stay in control of your data and can export or remove contact records to support your obligations under regulations such as GDPR and PDPA. For specifics on data processing and retention, see our Privacy Policy or contact the team.

What time periods can I analyse?

Any range you need — presets for the last 7 or 30 days, or a custom start and end date for monthly reviews and campaign-specific windows.

How is the AI resolution rate calculated?

It's the share of conversations fully resolved by the AI without any human intervention, so you can see exactly how much your AI handles on its own.

Can I see insights per channel and language?

Yes. The dashboard breaks conversations down by channel (WhatsApp, web, email, Instagram, Facebook, Telegram) and by detected language, so you can see where your customers engage and what they speak.