CX Intelligence is currently in limited release. Feature availability and details may change before general release. If your workspace has access, a workspace admin can enable it from Feature previews.
CX Intelligence is SleekFlow's AI-powered conversation analytics suite. It automatically analyzes every customer conversation to surface topics, satisfaction scores, and actionable insights — all tailored to your business and team.
What you can do with CX Intelligence
| Pain point | How CX Intelligence helps |
| No visibility into what customers are actually saying | AI automatically classifies every conversation into topics and subtopics |
| Customer satisfaction is unmeasured or relies on surveys with low response rates | AI scores every conversation on a 0–5 satisfaction scale based on conversation content |
| Hard to identify trends across thousands of conversations | Weekly highlights, trend charts, and role-based dashboards surface trends automatically |
| Exploring analytics data requires technical skills or complex dashboards | A conversational AI assistant (Ask) lets anyone ask questions in plain language and get answers with charts |
Common use cases
- Understand customer pain points: View AI-classified topics and subtopics to identify what customers are struggling with
- Monitor customer satisfaction trends: Track CSAT scores over time, compare by team or channel, and investigate low-scoring conversations
- Investigate spikes and anomalies: Ask the AI assistant "Why did billing issues spike last week?" and get data-driven root cause analysis
- Improve agent performance: Review AI-generated improvement suggestions for low-CSAT conversations
- Discover new conversation categories: Let the system suggest new topics based on conversation patterns you may not have considered
Access CX Intelligence
If your workspace has access to CX Intelligence, you can open it from the left navigation bar.
To access CX Intelligence:
- Click on the
icon in the left navigation bar to open CX Intelligence - On the left-side panel, you can access the following dashboard
- Topic: View AI-classified conversation topics and subtopics
- Ask: Ask questions about your conversation data in plain language
- CSAT: Monitor customer satisfaction scores
-
Settings: Configure your business context, enable or disable CSAT scoring, and more
Topics
Use Topics to view AI-classified conversation topics and subtopics.
Topics help you understand the common reasons customers contact your team, such as delivery issues, billing questions, product feedback, or support requests. Instead of manually tagging conversations, CX Intelligence can group conversations based on meaning and intent.
Use this section to:
- See which topics appear most often in customer conversations
- Explore subtopics within a larger topic
- Identify changes in conversation patterns over time
- Discover customer issues that may need follow-up
Ask
Use Ask to explore your conversation data in plain language.
Instead of building reports manually, you can ask questions such as:
- “What are the top customer issues this week?”
- “Why did CSAT drop last month?”
- “Which topics are increasing the fastest?”
- “Show me conversations about refund requests.”
Ask can return summaries, charts, and follow-up suggestions based on your available conversation data.
Use this section to:
- Get quick answers without navigating multiple dashboards
- Investigate trends or changes in customer conversations
- Explore data through follow-up questions
- Turn broad questions into more specific insights
CSAT
Use CSAT to monitor customer satisfaction scores across conversations.
CX Intelligence can analyze conversation content and estimate customer satisfaction based on signals such as tone, resolution quality, and the overall conversation outcome.
Use this section to:
- Track customer satisfaction trends over time
- Identify conversations with low satisfaction scores
- Review possible reasons behind customer dissatisfaction
- Find coaching opportunities for your team
AI-generated CSAT scores are intended to support review and analysis. They may not replace your existing customer survey process, especially if your team relies on formal CSAT collection.
Settings
Use Settings to configure how CX Intelligence works for your workspace.
Depending on your workspace setup and permissions, you may be able to configure business context, enable or disable CSAT scoring, and manage other CX Intelligence settings.
Business context helps CX Intelligence better understand your company, customers, and goals, so AI-generated insights can be more relevant to your team
