Shine a Light on Contact Reasons Across Multiple Conversations with Spotlight Summaries

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.

How It Works

1️⃣ Filter Your Data
Start in Explore or Explore Tags and focus on specific criteria—whether it’s a contact reason, customer segment, sentiment shift, or a spike in conversations.

2️⃣ Generate a Summary
Once you’ve refined your search, click Spotlight on the interactions table. The AI processes message content in two steps:

• First, it summarises each individual conversation.
• Then, it combines those summaries into a single, high-level overview of common themes and trends.

Note: If there are 100 or fewer interactions, all are analysed; if there are more than 100, a random sample of 100 is used.

3️⃣ Review Spotlight Summary
Your AI-powered summary appears as a pop-up over the table, giving you a quick way to find recurring issues.

In the example below, AI Tags show 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, Spotlight Summaries provide an instant snapshot of the main frustration points.

4️⃣ Dive Deeper
Click through to example conversations that illustrate the insights surfaced in the summary. If needed, refine your filters and quickly generate a new summary to explore different patterns.

Why It’s Powerful

• Faster Analysis – No more manually reading hundreds of conversations. Get a concise, AI-driven summary in under a minute.
• Better Decision-Making – Spot key trends and act on insights faster to resolve customer issues.
• Builds on AI Tags feature – Works seamlessly with EdgeTier’s AI Tags to categorise and analyse customer conversations efficiently.

🔗 Read the full breakdown in our blog post.

Get Started Today

This feature builds on EdgeTier’s AI Tags, helping you spot trends and act on insights faster than ever. It’s instantly available for customers already using AI Tags.

Want to get set up? Please contact your EdgeTier Customer Success Manager.