Top customer questions
See the themes and questions customers return to most often.
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Turn customer conversations into a practical improvement list
A good AI assistant should not only answer questions. It should show the business what people ask, where the knowledge is incomplete and which answers or journeys need attention.
What a useful report should tell you
Focus on decisions the business can act on, not only traffic numbers.
Unanswered questions
Identify questions where the assistant could not provide a reliable useful answer.
Knowledge gaps
Find missing or unclear business information that prevents stronger answers.
Weak answers
Review answers that may technically respond but still need better clarity, relevance or source knowledge.
Improvement opportunities
Turn repeated questions into content, FAQ, journey or service improvements.
Period-based reporting
Review a month or another selected period instead of judging performance from isolated conversations.
From a conversation log to a management insight
Raw chat history is difficult to use. A premium analytics report should synthesize many interactions into patterns: what customers want, what information is missing, what creates friction and which improvements are likely to help the most.
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Collect the period
Use the selected conversation period as the evidence base for the report. - 2
Group the questions
Combine similar customer intents so recurring needs become visible. - 3
Find quality problems
Look for no-answer cases, weak responses and knowledge gaps instead of only counting messages. - 4
Prioritize improvements
Translate the findings into actions for knowledge, pages, flows or business operations.
Why this matters beyond the chatbot
Use real questions to improve content
Repeated customer questions can reveal which explanations deserve a stronger website section, FAQ answer or campaign message.
See what blocks a decision
Questions about pricing logic, availability, conditions or suitability can show which information customers need before taking action.
Find repetitive service work
If the same operational question appears repeatedly, it may be a candidate for clearer content, automation or a better customer journey.
Improve the knowledge foundation
Weak answers often point back to ambiguous, missing or outdated source information. Analytics helps prioritize what to repair first.
Frequently asked questions
What does Umni chatbot analytics analyze?
The reporting concept focuses on the selected conversation period, including customer questions, answer quality, unanswered topics, weak answers, knowledge gaps and opportunities for improvement.
Can the report be monthly?
Yes. The report is designed to work for a month or another selected period, making it suitable for recurring business reviews.
Is this only an AI performance report?
No. AI answer quality is one part. The larger value is discovering customer demand, missing business information and opportunities to improve content, journeys and operations.
Can insights be used to improve the knowledge base?
Yes. Unanswered questions and weak answers are especially useful signals for identifying which source information should be added, clarified or updated.
Make customer conversations part of your improvement cycle
Use real questions to decide what your AI knowledge, website and customer journeys should explain better next.