Use KBo to quickly generate insights from a sample of conversations without needing to listen to every call. Whether you're exploring a new topic or validating a hunch, this workflow helps you uncover patterns and opportunities fast.

Start by navigating to the Conversations section in the platform. This is your hub for accessing all recorded interactions.

Use the filters to zero in on the conversations that matter most for your analysis. You can filter by attributes like date range, topic, line of business, channel, or agent—whatever dimensions align with the question you want to explore.

(link to filtering in conversation explorer article)

Select Analyze and Surface Trends, either in KBo or in Conversations.

Analyze and Surface trends in KBo interface

​Analyze and Surface Trends in Conversations Interface

KBo will respond with a brief summary of each trend and accompanying examples. You can click into any example to navigate directly to individual conversations.

Note: KBo will always analyze a sample of 25 conversations.

In this example, KBo has surfaced issues related to insurance and billing.

If you want to dig further into a particular topic, simply ask KBo. It will break the theme down further and guide you to additional, relevant conversations.

If we ask KBo to tell us more about conversations with insurance and billing confusion, for example, KBo will will dig in on that insight and give you an even more detailed analysis.

KBo also allows you to discover similar interactions to a call you’re already reviewing.

Within the Conversations interface, click Find similar conversations in the top right corner.

You’ll be prompted to choose how many similar conversations you'd like KBo to find.

KBo will return a set of similar calls for you to explore. You can dive into these conversations and continue surfacing insights.