Proactive Insights automatically surfaces the most important changes happening in your conversation data — so you don’t have to go looking for them.

Each week, the system analyzes your data and highlights what’s meaningfully different: emerging risks, improving trends, and shifts in customer experience, quality, and operations. When you log in, you’ll see a What’s Changed section at the top of your homepage with up to 8 insight cards showing you what matters most right now.

Proactive Insights is designed to answer one simple question:

“What changed that I should pay attention to?”

Current insight types include:

Customer Experience

Resolution & Repeat Contacts

Patient Journey

Each insight identifies when something has meaningfully increased or decreased compared to your recent history, and specifies the hierarchy it applies to.

Automatic monitoring
Proactive Insights runs in the background automatically. No setup is required — the system monitors your data and calculates changes relative to your historical baseline on your behalf.

Weekly refresh
Insights refresh every Monday. Each week compares the most recent 7 days (Monday–Sunday) to the prior 7 days (Monday–Sunday). The exact date ranges being compared are shown in the What’s Changed section so you always know what period you’re looking at.

Meaningful changes only
Not every fluctuation is worth your attention. Proactive Insights applies significance thresholds and minimum conversation volume requirements to ensure only changes that are large enough to matter — and backed by sufficient data — are surfaced. Each card shows the number of conversations it’s based on so you can assess confidence at a glance.

Ranked by importance
When multiple insights qualify in a given week, the system prioritizes what to show based on clinical importance, signal strength, and variety — so the most urgent and actionable insights appear first.

Each card includes:

Example:
​“Repeat calls about Prior Authorization increased 28% in Sonexus Syrocor (42 conversations)”

Each insight card includes a Take Action menu with three options:

View in Conversations
Opens Conversation Explorer with the relevant filters and date range pre-applied so you can immediately listen to the calls behind the insight.

Ask KBo
Opens KBo with a pre-written analysis prompt specific to the insight you clicked. KBo will summarize what’s driving the change, surface patterns across the relevant conversations, and help you understand the root cause — without you needing to know what to ask.

Subscribe
Sets up an ongoing email notification (and optional KBo analysis) of this insight so you receive a regular summary when new conversations match the insight criteria.

What time period does each insight cover?
Each insight compares the most recent completed week (Monday–Sunday) to the prior week (Monday–Sunday). The exact date ranges are displayed in the What’s Changed section header.

Why am I seeing fewer than 8 insights?
Proactive Insights only surfaces changes that meet both a significance threshold and a minimum conversation volume. If fewer than 8 qualify in a given week, only the ones that meet the bar will appear. If fewer than 2 qualify, the What’s Changed section will not be shown.

Why did an insight disappear from last week?
Insights refresh every Monday and each week is a clean slate. If a trend from last week didn’t continue or didn’t meet the threshold in the new window, it won’t appear in the current week. This ensures you’re always seeing what’s most relevant right now.

Can I choose which hierarchies appear in Proactive Insights?
Yes — you can configure which hierarchies you want surfaced in What’s Changed. This allows you to focus on the programs and brands most relevant to your role.

I see a large % change but only a small number of conversations. Should I act on it?
Use the conversation count as your guide. A large % change on a small number of conversations may reflect normal week-to-week variation rather than a meaningful trend. A large % change backed by a higher conversation volume is a stronger signal worth investigating.

What’s the difference between Proactive Insights and Subscribe to Search?
Proactive Insights is designed to surface changes you didn’t know to look for — it monitors your data automatically and tells you what’s new and important without any setup. Subscribe to Search is designed for signals you’re already tracking — it alerts you when a search or filter you’ve saved crosses a threshold you define. For topics or classifiers you’re actively monitoring, Subscribe to Search is the right tool. For discovering what you didn’t know was happening, Proactive Insights is for you.