Spotlight What Matters Most in Your Customer Conversations

Have you ever missed a crucial customer trend because analysing conversations takes too long? Or spent hours reading through chats and emails, only to realise you still don’t have the full picture? What if you could instantly shine a light on the insights that matter—without the manual work?

We’ve always been focused on helping you quickly understand what’s driving customer conversations and extract the most important insights. In this article, we’ll explore our latest feature release—Spotlight Summaries— which, in our humble opinion, takes things to the next level by helping you analyse patterns across multiple customer interactions in one go, spotlighting key trends that need attention. 

If you’re wondering the same thing many of our customers have: How can I use customer conversation data to understand the reasons behind customer contact and share reliable insights with the wider business, without needing an army of people to get it done?—read on.

How Interaction Summaries Help You Analyse Conversations Faster

Before we dive into how Spotlight Summaries reveal trends across multiple conversations, let’s look at the foundation: Interaction Summaries. After all, before you can analyse patterns at scale, you need a clear way to summarise each conversation individually.

Customer support teams are drowning in conversations, and manually reviewing every chat, email, or call just isn’t scalable. That’s where AI comes in. 

With interaction summaries you can pull out the most important points from a single customer conversation, making it faster to understand what happened. It’s a huge time-saver compared to manually reading through customer chats and emails every day.

When you open an interaction, and create an interaction summary, you get a quick read on the customer’s sentiment, the main issues they raised, and how it was resolved, without reading full transcripts.

Interaction Summaries + Spotlight Summaries: The Full Picture  

Now, we’re excited to take this capability a step further with the launch of Spotlight Summaries—a feature release designed to give you a clearer picture of multiple customer interactions at once.

Sometimes, when investigating issues, you hit a dead end, and your only option is to read through a bunch of chat, call, and email transcripts to get to the root of what’s happening. That’s exactly why we created Spotlight Summaries.

Instead of analysing conversations one by one, you can now generate summaries for groups of interactions, allowing you to find recurring themes, the reasons behind customer frustrations, and common issues faster than ever before.

How Spotlight Summaries helps you instantly make sense of your customer conversations

We already show which topics are driving customer contacts. With this feature, we can help you get to the why faster. In under a minute, you can generate a summary of interactions based on your chosen filters—whether you’re focusing on a specific contact reason, customer segment, brand, spike in negative sentiment, or busier-than-usual time period. 

The AI first summarises each conversation in your selection and then combines them into one breakdown of customer contact drivers, showing trends and takeaways. It analyses up to 100 interactions at once, and if there are more, it samples 100 to find common themes. You can then click through to specific conversations that illustrate the patterns uncovered in the summary. 

Now, let’s look at some practical examples of how our customers are using Spotlight Summaries:

1. Identifying the reason behind a dip in NPS  

In EdgeTier, a travel operator saw that customers contacting about ‘trouble contacting suppliers’ are leaving much lower NPS scores than the rest. Using AI Tags, they can filter conversations tied to this issue and read through them, but it would still take a while to learn what was actually going wrong.

To quickly analyse the conversations, they can now hit “Spotlight” Our AI spotlights the most common frustrations: suppliers not responding to calls or emails, incorrect contact details being provided, and long wait times for follow-ups.

This breakdown pinpoints exactly what’s driving dissatisfaction, allowing the company to take targeted action..

2.  Pinpointing reasons behind poor service

When customers reach out about “poor service,” the underlying causes aren’t always clear. The AI Tag “poor service” helps surface relevant conversations, but understanding what’s actually driving frustration still takes time.

Using Spotlight Summaries, an online travel agency company quickly uncovered the key themes behind these complaints.

The AI revealed two major issues: Complaints about a specific hotel included cleanliness issues, poor customer service, food poisoning, and broken promises, as well as issues with check-in and flight cancellations. Instead of manually reviewing each conversation, the team instantly saw the biggest problems and could focus their efforts on fixing them.

3.  Understand customer frustration behind product refunds

Now, say a retail business notices a spike in frustration across refund-related chats and emails for one of their brands. Using AI Tags, they can already see that ‘Refunds’ is a top contact reason, but that alone doesn’t explain why customers are frustrated. Once filtered down to the related chats and emails, you can use Spotlight to get an instant snapshot of the main frustration points.

In this example, the summary highlights delays in processing, missing refunds, and confusion over policy wording. With that clarity, they have a clear picture of what’s driving complaints.

Do any of these examples strike a chord? Think about the time saved, the insights unlocked, and how quickly you could act on them.

How Spotlight Summaries Function 

Behind the scenes, Spotlight Summaries use advanced AI to ensure you get fast, accurate, and meaningful insights, without any complex setup. Here’s how it works:

• Claude Large Language Model: This advanced AI looks at all the conversations in the group and pulls out the key points, like what’s frustrating customers, and what topics keep coming up. It then creates a clear summary that helps you quickly understand the main issues.
• AWS Bedrock: Think of AWS as the engine that powers everything. It makes sure the summaries are generated quickly and consistently, no matter how many conversations you’re looking at.
• Custom Prompts: Our team of data experts has created special instructions that tell the AI what to focus on. This means the summaries don’t just tell you what happened—they highlight the most important details, like customer feelings, reasons for contact, and how your agents responded.

See Spotlight Summaries in Action

If you’re not seeing or using valuable feedback from customers, improving their experience becomes difficult. Clear, actionable insights guide you directly to areas where you can make improvements. With Spotlight Summaries, you can take this a step further by quickly analysing the content of hundreds of interactions at once.

Ready to see how much time you can save? Try Spotlight Summaries for yourself. Fill out our demo form to get a hands-on demo and uncover instant insights from your customer conversations.

Already a customer? This feature builds on EdgeTier’s AI Tags, so it’s instantly available for customers already using AI Tags. Click here to see the updates in action or contact your Customer Success Manager to learn more!