📊 Insights
tia's "Insights" functionality provides a powerful suite of analytics tools, offering deep visibility into user interactions, engagement metrics, and the overall impact of your AI-powered learning platform. This feature empowers organizations to make data-driven decisions, optimize their content, and demonstrate ROI. Here's a breakdown of the key components:
Ticket Deflection Tracking
tia automatically identifies potential support ticket deflections. We consider a response successful when users don't click the "thumbs down" button, which helps quantify cost savings and efficiency gains from AI-assisted support.
To view tickets deflected, navigate to "Insights" from the sidebar and you'll see the graph there. Note this is a cumulative count, meaning it will always count up since the beginning of your usage of tia.
User Tracking
User Tracking provides detailed visibility into individual user interactions with tia, identifying which users are engaging with the AI copilot and mapping them to their respective organizations. This comprehensive usage analysis helps in understanding user behavior patterns and preferences, allowing for more targeted content and support strategies.
To view user tracking, navigate to "Insights" from the sidebar and click on the "Total Users" block at the top.
Event Tracking
The Event Tracking feature captures a wide range of user interactions, offering a granular view of engagement, including:
- Embed opens: Tracks how often users initiate interactions with tia when it is embedded in your site, product, or documentation.
- Inline citation views: Monitors engagement with source materials.
- In-depth Learning clicks: Measures user interest in expanded learning resources.
- Feedback interactions: Records "thumbs up" and "thumbs down" responses for each AI interaction. These are indicated as "Helpful Click" and "Not Helpful Click" in the UI.
To view user tracking, navigate to "Insights" from the sidebar and click on the "Opens" block at the top. You'll be able to navigate to other event types from there.
Organization Tracking
Organization Tracking offers a bird's-eye view of engagement across different organizational units or clients. It identifies which organizations are actively using tia, tracks the number of users per organization, and monitors the volume of messages sent by each. This data enables comparative analysis and helps in identifying trends or issues at an organizational level.
To view organization tracking, navigate to "Insights" from the sidebar and click on the "Organizations" block at the top.