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Technical description AI Insights

AI Insights is Ebbot’s specialized service designed to help you look under the hood of your chat interactions. By analyzing conversation context, it provides a comprehensive view of performance through metrics like resolution rates, sentiment, and trending topics.

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Core Technology: EbbotGPT

Privacy and data control are at the heart of our service, AI Insights is powered by EbbotGPT.

  • Self-Hosted: We only use self-hosted AI models.

  • Data Sovereignty: This ensures your conversation data never leaves Ebbot's secure environment, giving us (and you) full control over data security and processing.

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Which Chats Are Analyzed?

To ensure the metrics are meaningful, AI Insights filters out empty or "one-sided" noise.

  • Qualifying Chats: Only chats that contain both a user message and a bot message are analyzed.

  • The Goal: We focus on interactions where an actual exchange occurred, as these provide the necessary context to determine sentiment, language, and resolution.

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Data Retention & Privacy

We balance your need for historical data with strict privacy standards.

  • Retention Settings: The storage duration for full chat transcripts is determined by your specific data retention settings.

  • Anonymous Data: Even if a specific chat is deleted (manually or via retention policy), the anonymous metadata remains. This allows you to maintain accurate long-term statistics and trend reports without storing personally identifiable information.

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Troubleshooting & Customization

AI Insights is designed to be "plug-and-play," but we provide flexibility where it matters most.

  • Automated Metrics: Most metrics, such as sentiment analysis, language detection, and resolution rates, are handled automatically by EbbotGPT.

  • Topic Customization: The Topics metric is currently the only one that can be fully customized. Since every business has unique categories, you can define these in the configuration.

  • Optimization: If the topics don't feel quite right, we recommend a "trial and error" approach. Adjust your topic definitions or keywords and observe how the AI categorizes new chats to find the perfect fit for your needs.

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