OI-Qi for Inquiries

The future of interaction intelligence is here! 

OI-Qi is a powerful new feature that lets you dive deeper into what’s driving customer behavior, sentiment, and effort - based on the customer’s reasons for contact. It adds AI-powered insights to your existing views, helping you quickly understand what’s going on beneath the surface of customer interactions.

How to access OI-Qi for inquiries

You can access OI-Qi Inquiries from the main OI Dashboard from either the Root Cause, Inquiries or Sub-Inquiries pages. For the purposes of this guide, we'll focus on using it from the Inquiries view.

When viewing an OI-Qi-enabled chart, you’ll notice some inquiries appear with a shimmering purple highlight. This indicates that additional analysis is available.

Running an OI-Qi Inquiry

Hover over the inquiry with the purple shimmer. Click the brain icon in the tooltip. This will open a side panel where you can run AI-powered queries.

You'll see three predefined prompts you can use. Each one is designed to help you understand what’s affecting a key customer experience metric:

• Customer Effort
• Sentiment
• Resolution

These prompts are automatically tailored to the selected inquiry, so you can quickly understand the "why" behind changes in customer behavior for that inquiry.

Example Use Case

Let’s say the inquiry is “Can’t log into the internet banking app.” To explore what’s driving customer effort for this issue:

1. Click the prompt for Customer Effort.
2. The system will analyze the relevant interactions for the selected time period.
3. You’ll get a clear, readable breakdown of what’s driving effort on those interactions.

You can run this analysis across any of the three metrics mentioned above.