Summary
CX (Customer Experience) Intelligence in Wati helps you understand how your customer conversations are performing - and more importantly, why. While the CX score gives you an overall performance snapshot, features like Topic Insights and Operator Insights help you dig deeper into conversation trends and team performance.
This guide explains how both features work and how to use them effectively.
Note: Topic insights and Operator insights features are currently in Beta and available on Pro and Business plans.
Instructions
How to access CX intelligence insights
To access CX intelligence insights, follow these steps:
Log into your Wati account
Go to Analytics → CX Intelligence
1. Topic insights
What is topic insights?
Topic Insights automatically analyzes your closed conversations and groups them into common subjects such as:
Shipping delay
Login issues
Billing questions
This happens without any manual tagging. Wati AI Co-pilot reads the conversation content and generates topic labels for you.
Each topic shows:
Number of conversations
Average CX score
This helps you quickly identify:
What customers are contacting you about
Which areas are performing well or need improvement
How topic insights works
Co-pilot scans closed conversations and identifies patterns
Conversations are grouped into topics and subtopics
Topics are ranked based on volume and relevance
The list is unique to your business and reflects real customer interactions
Note:
Topics appear only after enough conversations are analyzed
You can click Refresh anytime to update insights
How to use topic insights
Go to Analytics → CX Intelligence → Topic Insights
Select your channel and date range
Review the ranked list of topics
Click the arrow next to a topic to expand subtopics
Click any topic or subtopic to view related conversations
2. Operator insights
What is operator insights?
Operator Insights provides a weekly performance summary for each team member, generated automatically by Wati AI.
Instead of reviewing chats manually, you get a clear summary every Monday that highlights:
Overall performance
Key strengths
Areas for improvement
What data is included?
Each operator report includes:
Aggregate score
Number of positive and negative customer experiences
AI-generated summary with:
Top strength
Main improvement area
Performance comparison with the previous week
How operator insights works
Co-pilot evaluates conversations handled by each operator
Insights are aggregated into a weekly report
Reports are updated every Monday
Each report covers the previous Monday to Sunday period
Note:
More conversations lead to more accurate insights
Weekly comparisons help you track performance trends over time
How to use operator insights
Go to Analytics → CX Intelligence → Operator Insights
View the most recent weekly report
Use the date selector to compare different weeks
Click on an operator to view their detailed summary
Review strengths, gaps, and AI explanations
Click through to related conversations for deeper analysis
By using CX Intelligence, you can move beyond surface-level metrics and make informed decisions to improve both customer experience and team performance.
Frequently Asked Questions (FAQs)
Topic insights
1. What is Topic Insights?
Topic Insights automatically categorizes closed conversations by subject using AI without any manual tagging. It shows which topics generate the most conversations and how the CX score varies across them to help identify what is working and what needs attention.
2. When do topics start appearing in Topic Insights?
Topics start appearing as conversations are closed and grouped daily. The topic list populates once Co-pilot has analyzed enough conversations to identify patterns, and you can click the "Refresh" button to load the latest data.
3. Can you edit or rename topics in Topic Insights?
Topics cannot be edited or renamed at this stage because they are fully auto-generated and managed by Wati AI. Topic management controls are planned for a future update.
Operator insights
4. What is Operator Insights?
Operator Insights provides a weekly AI-generated performance review for each operator, including an aggregate score, counts of positive and negative customer experiences, a written summary of key strengths and top gaps, and a comparison to the previous week.
5. How often is Operator Insights updated?
Operator Insights is updated every Monday morning and covers the previous full week from Monday to Sunday. You can use the week selector to view and compare past weeks.
Access and availability
6. Who can access Topic Insights and Operator Insights?
Topic Insights and Operator Insights are available to users on Pro and Business plans.