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The Deep Insights tab connects what customers talk about across your calls: why they call, which issues and products come up, which competitors they mention, who calls back, and how those calls end. It turns individual transcripts into a picture of your business, so you can see which problems drive unresolved calls and churn risk. This page is for admins and supervisors.
Deep Insights is available when AI transcription is on for your company, a team, or a member. It is included with AI transcription at no extra cost. Admins see the whole company. Supervisors see only their own teams. Agents don’t see the tab.

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How it works

After a call is transcribed, TalkChief records the call reason and outcome. For calls with at least 30 seconds of audio and at least four turns of conversation, it also picks out the issues the customer raised, the products they were about, any competitors mentioned, and commitments your member made. The same issue said in different words, or in another language, is grouped under one English label, so trends add up across Arabic, Hebrew, English, and the other supported languages. TalkChief is designed to keep personal names, phone numbers, and email addresses out of topic labels. Repeat callers appear only as Caller #1, Caller #2, and so on; their numbers are never shown.

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Open Deep Insights

1

Open Dashboards

Go to Insights > Dashboards and select the Deep Insights tab, next to AI insights.
2

Set the filters

Choose a date Range, or set From and To. The default is the last 90 days; a range can cover up to 180 days. Optionally pick a Team and a Member.
3

Apply

Select Apply. Reset clears the Team and Member filters and sets the Range back to This Month.
Insights > Dashboards, Deep Insights tab with the filters, the four KPI cards, the Why customers call chart and the Resolution by member and reason grid

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Key numbers

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Charts

Hover over an issue, product, or competitor to see the customer’s original wording.
Deep Insights charts: Top customer issues per week and the Issue to product to outcome flow
Deep Insights charts: Competitor mentions with the churn risk line, and the Repeat callers list with numbered callers, their call counts and issues
Start with Issue → product → outcome. An issue with a wide Not resolved or Escalated band is where a process fix or a help article saves the most calls. Then check Repeat callers: a caller with several calls on one issue is a customer to call back first.

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Chart explanations

Every chart on the Deep Insights and AI insights tabs has an info button (i) next to its title. Hover over it, or tap it on a phone, to see three short sections:
  • What it shows: what the chart measures.
  • Business question: the question the chart answers for your business.
  • How to use it: what to look for and what to do next.
The info pop-up of the Why customers call chart, with the sections What it shows, Business question and How to use it

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On a phone

Deep Insights works on phones and tablets. Charts with many columns, such as Resolution by member and reason and Issue → product → outcome, show Swipe sideways to see the whole chart: swipe left or right inside the chart to see the rest.

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Who sees what

Deep Insights is generated automatically. Use it to find patterns and the calls worth reviewing, not as the only basis for decisions. Open the transcript and recording before you act.

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Troubleshooting

AI transcription is off for your whole company, or you are signed in as an agent. Turn on AI transcription for at least one team or member, and the tab appears within a few minutes.
No calls in the period have been analyzed yet. New calls appear within minutes after they are transcribed. Pick a longer range, or check AI transcription coverage.
The member and reason grid needs at least 5 calls with a clear outcome in a cell before it shows a rate. Pick a longer range or fewer filters.

AI insights

Sentiment, resolution, escalations, and scorecards.

Call search

Find the calls behind an issue.

Escalations

Review and acknowledge escalated calls.

AI transcription setup

Choose which calls are analyzed.