The answers are in your data. Now you can just ask.

You have a ton of data. Getting answers out of it is the hard part.

Maybe you need to understand why handoffs are increasing, or which topics are driving the most volume, or how your team's performance compares to last month. Today, answering those questions usually means pulling reports, navigating Looker, or waiting on someone with the right access.

Insights Agent, now available in free preview, lets you ask questions about your service performance in plain English and get answers in seconds. It pulls from the data already available in Gladly reports and returns summaries, charts, and tables — no report-building required.

You can ask things like:

• "What were my top AI handoff reasons last week?"

• "Show me conversation volume for the last 30 days, broken down by channel."

• "How does average handle time compare this month versus last month?"

Faster answers, faster action

The fastest insight is the one you can get yourself.

Insights Agent removes the dependencies that slow CX teams down. You do not need analyst access. You do not need to know how to build a report or navigate Looker. The data you already have access to in Gladly reports is now something you can query directly, in a conversational experience, and get back as a clear summary, chart, or table.

That changes how fast you can act. When you can see which topics are driving handoffs today instead of next week, you update Guides sooner. When you spot a handle time spike while it is happening, you investigate before it shows up in your monthly review. The shorter the gap between noticing something and acting on it, the better your decisions get.

Start broad — "Tell me about this data" or "What are some questions I could ask?" — then go deeper. Compare time periods, break results down by channel or topic. When you want to dig further, open the underlying query in Insight Builder to view or download the results.

One place to understand your operation

Most tools that promise CX insights only cover part of the picture. They give you visibility into AI performance, or into human agent performance, but rarely both. That means CX leaders end up stitching together views from different systems just to understand what is actually happening day to day.

Gladly is built differently. Because the platform unifies AI and human conversations, Insights Agent can give you visibility across the full operation in one place. You can explore AI resolution rates, recontact rates, handoff reasons, transfer rationales, topic volume, contact reasons, handle time, CSAT, and team member performance from a single conversation.

It is the difference between understanding part of your operation and actually understanding the whole thing.

How Insights Agent fits the bigger picture

Insights Agent is part of how Gladly thinks about AI over time. Deploying AI is not the end of the work — it is the start of a continuous cycle of configuring, testing, deploying, observing, and improving — the AI Performance Loop. Insights Agent strengthens the Observe stage by helping you understand what is happening after deployment, so you know what to improve next.

But it also acts as an observability layer across your entire CX operation — a single place to understand how your full service motion is performing, not just the automated part of it.

Insights Agent is now available in free preview for all customers with Reports access. Start with the questions you already have.