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’s sample analysis is stronger if conversations have more in common. For example, looking at calls from a particular brand from patients with an Eddy will result in a more useful analysis than just a set of very diverse conversations from the past week.

If your search is too broad, KBo will encourage you to apply filters and narrow down your search.

Once you’ve narrowed down and are ready to analyze, KBo may ask if you have a specific question in mind. If you do, KBo will do the transcript analysis while trying to answer that question as much as possible. Below are a few examples of what you could ask, depending on your goals:
​
​Customer Understanding:
​“What reasons did customers give for stopping therapy on these calls?”

Agent Performance:
​“How well did the agent explain the patient assistance program?”

Process Adherence & Compliance:
​“Did the agents consistently verify the caller’s identity?”

Emotional Tone:
​“In what ways did callers express frustration or confusion during these conversations?”

Outcome Tracking:
​“What actions did the agents commit to at the end of these calls?”

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.

After KBo analyzes a sample of conversations, you can ask open-ended questions about the analysis, and KBo will reference the content of those analyzed conversations to provide deeper insights.

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.