01Ask Ivy
“Why did CSAT drop in the last 7 days?”
Ivy returns the top contributing topics, the agents involved, and links to the five tickets that best illustrate the drop.
CSAT · 7d
4.21
Refunds · weekend cohort#48211
Slow first response#48259
Meet Ivy
Your AI teammate.
Knowledgeable, skilled,
proactive.
Ivy is your AI CX Data Scientist. She is NOT just an assistant. An AI assistant may answer all the questions you can think of asking and Ivy does that very well. But she will identify your blind spots too and will let you know about them. 24/7, she keeps an eye on every detail of how your customer conversations develop.
Ask Ivy “Why did escalations spike on Tuesday?”
or wait for her weekly report — it will likely be there
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Ask Ivy anything about your support data...
last 30 days · all channels
Why did CSAT drop?Top refund objectionsAgents to coachPricing sentiment
The problem
Dashboards answer the
questions you thought to
build. Ivy answers the ones
you didn't.
Every support leader has the same problem: the dashboard shows the number went up, but not why. So you start digging — filtering, exporting, reading sample tickets — and an hour later you have a hunch.
Ivy does that hour in ten seconds, with citations to the exact conversations that prove the answer.
Before · the hour-long dig
01
Dashboard
csat_weekly.bi
02
Export.csv
12,438 rows
03
Filter
tag: refund
04
Zendesk
view: backlog
05
Sheet
Pivot v3
06
Sample
n=25 read
07
Slack thread
#cx-ops
08
Notion doc
Hypotheses
8 tools · 47 minutes · 1 hunch
→ still unsure
After · one answer, with evidence
Ivy · 1.2s
CSAT dropped 0.4 pts, almost entirely in
refund tickets handled by the weekend
cohort.
#48211“Took 4 days to get my refund processed.”
#48259“Agent told me to wait, no follow up.”
#48344“Refund denied with no explanation.”
Backed by 41 cited tickets
Capabilities
Things support leaders ask
Ivy every day.
Each answer is generated from your live ticket data and grounded in specific conversations — never summarized away from the source.
−0.49
02Ask Ivy
“Which agents are struggling with refund
conversations?”
Ivy ranks agents by QA score on refund-tagged tickets and surfaces specific coaching moments.
Agent · QA score on refundsn=128
S
Sara M.72
D
Devon K.68
P
Priya S.84
M
Marcus L.91
03Ask Ivy
“What are customers saying about the new
pricing page?”
Ivy pulls every conversation mentioning pricing since the change, with sentiment breakdown.
Pricing page · sentiment312 mentions
Positive28%Neutral41%Negative31%
“The new tiers are confusing — what counts as a seat?”
04Ask Ivy
“Show me tickets where we promised
something we can't deliver.”
Ivy flags conversations with risky commitments, sorted by severity.
Risky commitments · this week14 flagged
High
Promised refund in 24h, policy is 5–7 days.
#48402Med
Committed to a feature ETA not on roadmap.
#48388Med
Guaranteed discount renewal beyond Q3.
#48312The shift
From dashboards to understanding.
Ivy sits on top of your conversation data and operates like a senior analyst on your team — one who has read every ticket, knows your tags, and can show her work.
01
Searches across every
conversation
Ivy reads your full ticket history — chats, emails, voice transcripts — and keeps the context fresh as new ones arrive.
02
Identifies patterns automatically
Clustering and topic modeling run continuously, so emerging issues surface before they hit the dashboard.
03
Explains why metrics changed
Every answer connects a metric movement to the tickets, agents, releases, or topics responsible for it.
04
Surfaces evidence instantly
Citations open straight to the source conversation, with the relevant snippet highlighted in place.
05
Reduces manual investigation
What used to be an afternoon of filtering and exports is now a single question and a one-paragraph answer.
06
Helps leaders decide faster
Ship the coaching plan, the bug ticket, or the policy change in the same hour you noticed the problem.
Trust
Audit-friendly by design.
Evidence on every answer.
Ivy never invents a number. Every claim links to the tickets, metrics, and timestamps it was derived from — so your team and your auditors can verify the chain in a click.
10s
Median answer time
100%
Citation coverage
24/7
Availability
0
Tickets leave your tenant
Demo
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