See What Your Contact Centre Is Really Telling You
AI-generated insight reports from your Genesys PureCloud interactions – daily, weekly, and monthly. Volume, sentiment, emerging topics, knowledge gaps – all surfaced automatically.
Easy setup · Optional knowledge base integration · Works with Genesys PureCloud & other platforms via Customer Science Insights
Additional Contact Centre integrations also available – contact us to join our early adopters program.
Your contact centre handles hundreds – if not thousands – of interactions daily. Buried in those conversations are signals you’re missing.
Emerging topics go unnoticed until CSAT drops
Knowledge gaps cost $320 per repeat contact
You’re reacting to problems instead of preventing them
How It Works
Simple onboarding. Powerful results.
Connect
We connect to your Genesys PureCloud org via OAuth. Easy, secure setup.
Analyse
AI processes every interaction — extracting intents, measuring sentiment, detecting patterns.
Report
Receive daily insight reports via email and portal. Weekly and monthly summaries follow.
See a Real Insight Report
Here’s what Knowledge Quest delivered for a 412-interaction day at a customer service centre.
Returns & refund volume spikes 14% as delivery complaints surge across evening shift
Wednesday's volume was driven by a sharp increase in delivery-related enquiries, with "where is my order" intents up 38% versus baseline. Sentiment dipped to 72% as repeat callers expressed frustration with tracking updates. A new billing dispute theme emerged across two queues, warranting knowledge review.
Performance Signals
- Executive Brief with AI-generated narrative
- Daily Overview dashboard with trend sparklines
- Performance Signals - what matters and why
- Interaction Intent Analysis - themes clustered by AI
- Knowledge Loop metrics - coverage, gaps, effectiveness
- Alert Charts for emerging topics and anomalies
What's Included
Everything you need to understand your contact centre. Connect a knowledge base for even deeper insights.
Daily Intelligence
AI-generated narratives explaining volume, sentiment, resolution trends - delivered to your inbox every morning.
Emerging Topic Detection
Automatically surfaces new and spiking topics before they become crises. Priority-ranked with recommended actions.
Sentiment & Volume Tracking
Track customer sentiment across queues and topics. Get alerted when thresholds are breached.
Intent Analysis
AI clusters interactions into themes, revealing cross-cutting patterns and root causes your team would take weeks to find manually.
Knowledge Gap Detection
Identifies which customer questions your content doesn't answer - and ranks them by business impact.
Weekly & Monthly Summaries
Aggregated narratives with trend analysis, pattern comparison, and forward-looking recommendations.
Works With Genesys PureCloud
ISO27001
Our security controls are independently audited annually against the international standard for information security management.
Azure-Hosted
Data residency natively for supported Azure regions.
Your Data Stays Yours
Azure hosted, tenant-isolated, encrypted at rest and in transit. Your transcripts are never used beyond your reports.
Easy setup. No agents to install. Connect a knowledge base for closed-loop insights.
Ready to See What Your Interactions Are Telling You?
Download a sample report to see the depth of insight, or book a personalised demo with our team.
- See a real AI-generated insight report
- Understand what your interactions reveal
- Our team will walk you through a live demo
Get the Sample Report
See what AI-generated contact centre insights look like.
Ready to see it in action?
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