Adding @Kevin Bendixen @Milan @Nathan Sudds in case they can advise with that 

@SilviaBR Sounds like a good practice, I’m guessing you’ve found some actionable takeaways from this process!

When you say the process is manual right now does that mean you aren’t using something like a Custom Report to surface the conversations you want to dig into?  If not you may be able to start there to create something that automatically sends you that report to work from.  

It could be interesting to run some AI tools on the thread to analyze them and highlight any ways the time could have been reduced as well, not sure if there’s any existing tools to do this but your question has me thinking about this now :)

 

Hey @Nathan Sudds !
Now I export the conversations, then do some calculations and sorting, so I would see conversations that tool the longest time to be closed and had the most replies.
I was thinking that I could utilize Intercom topics better, to track how certain issues are resolves and what is their volume. 
And I was also thinking about AI, there are some tools that are integrated with Intercom, but thats additional cost. 
 

@SilviaBR Sounds good, yeah the Conversation Topics feature could be a good way to analyze things as well to see what’s talked about the most which could give some indication of areas to improve as well.   The additional cost for AI tools may be worth it if you can see enough improvement in the workflow or for customer results -- I’ve often found even the tools that have additional cost will have some sort of trial period to experiment with to see if it’s worth the expense, so it might be worth choosing one and giving it a try for your next review. 

I can recommend trying out Prodsight from the Appstore, it has a free trial and I was able to use it with on the inbox of a startup and found the insights even from the free trial useful and interesting -- it looks like they have recently added more AI features so it could be even more useful now as well.  The sentiment analysis and auto tagging could be helpful for your goals as well.