---
title: GenAI Analytics
slug: intelligent-chat-agent/genai-analytics
docTags: 
createdAt: 2026-01-14T13:23:49.734Z
---

# Intent Insights



## Overview

**Intent Insights** is a GenAI-powered analytics feature that uses GenAI to help you understand **what users are asking your chatbot**, **how often those queries occur**, and **how effectively your bot is handling them**.

It enables you to:

- Identify the top user intents.
- Track answered vs unanswered intents 
- Understand query frequency trends 
- Measure the quality of bot responses over time 

:::BlockQuote
*Intent Insights is available as an Early Access (Beta) feature and will continue to improve as we refine the analytics models.*
:::



## Where to Find Intent Insights

In the Console UI: **Bot → Analytics → GenAI Analytics → Intent Insights**

If the **GenAI Analytics** section does not exist for your version or bot, it will be created automatically when the feature is enabled. 



![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/SdZZklCBfm0nXA-LB_0T9_image.png)



## What You’ll See in Intent Insights

### Top Intent Insights

This section provides an **intent-level view of user queries** handled by your bot.

For each query, you can see:

- **User Intent** - Grouped representation of similar user queries. 
- **Frequency** - Number of times the intent occurred.
- **Answered / Unanswered -  **The user's query mapped to the Answered or Unanswered section based on how the bot handled it.
- **Average Satisfaction Score (1 to 5)** 

You can:

- Sort intents by frequency 
- Identify high-impact unanswered intents 
- Track performance trends over time 
- Search for specific intent or questions 



### Reports

Intent Insights supports two downloadable reports:

**Overall Summary Report**

- Contains all query intents (answered and unanswered) 
- Includes frequency and average satisfaction score 
- Reflects exactly what is shown in the table for the selected date range 

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/XWrP4CGg0RBvObgmVpQXD_.blob)



**Intent-Level Report**

- Available for individual intents that are created in the Analytics. 
- The Report includes: 
  - Actual user queries 
  - Bot responses 
  - Timestamps 
  - Ratings 
- Useful for deep analysis and training improvements 
- Sample Report: 

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/TOYK8bTWIMjplxwbWzJgq_image.png)

**Note**: The reports need to be downloaded separately for Answered & Unanswered Intents, and the data depends on the Data range filter.



## Key Definitions

**Answered Query**

- A query is marked as *Answered* when the chatbot understands the user’s intent and handles it independently using its configured flows, knowledge, or reasoning without transferring the conversation to a live agent.

**Unanswered Query**

- A query is marked as *Unanswered* when the chatbot cannot handle the user’s intent on its own.
- This may happen due to missing training, incorrect or fallback responses, or when the conversation is transferred to a live agent.
- An unanswered query does not always mean a poor experience, it indicates human or system dependency.

**Frequency**

- Frequency shows how many times a particular query topic was raised by users during the selected time period.
- Similar queries are grouped together to provide a clear view of common user needs.

**Average Satisfaction Score**

- The Average Satisfaction Score represents how well the chatbot handled a query intent, rated from 1 to 5 across sessions.
- This score reflects response quality and relevance, regardless of whether the user's query was answered or unanswered.



## How Intent Insights Works (In Simple Terms)

- Intent Insights runs **after a chat session ends** (no real-time processing). 
- Conversations are analyzed using GenAI to: 
  - Group similar queries into Intents 
  - Classify them as Answered or Unanswered 
  - Assign a quality rating (1 to 5) 

This process does **not impact live bot performance**.



## Supported Bot Types

Intent Insights works across all available chatbot configurations, depending on the enablement of the feature in the bot's setup.


## Feature Availability & Enablement

- Intent Insights is available as **Early Access (Beta)** for selected customers. 
- It can be enabled at the **bot level and not enabled by default.** 
- Data starts populating **from the date of enablement onwards**. 
- To enable this feature, please contact your **Account Manager **or** Product Team**. 

:::BlockQuote
*Note: Enabling Intent Insights may incur additional costs based on your setup.*
:::

## Known Limitations (Beta)

- Insight's accuracy will improve over time as models and prompts are refined.
- Analytics are post-session (not real-time).
- The feature does not auto-train the bot, manual improvements are required. 

## Best Practices

- Review high frequency unanswered intents weekly by downloading the individual **Intent-Level Report **for the low rating Intents.
- Understand the type and way the queries are asked by the users and train them on the bot.
- See the cases where the bot does not have an answer for the frequently asked queries, and add them to the flows or FAQs.
- Check for any anomaly in the patterns in a sudden bump in the spike, negative rating for a previously working flow, and fix them - 
  - This may be due to unhandled edgecases on the bot flows.
  - API issues - Delays, Timeouts, etc.
  - Any changes done in the existing flows.
- Track satisfaction score trends to measure improvement on the bot.  


Frequently Asked Questions
--------------------------

**Does this affect live bot performance?**
 No. All analysis happens after the session ends.

**Can short answers still receive high scores?**
 Yes. Ratings are based on correctness and relevance, not response length.

**Does this replace existing analytics?**
 No. Intent Insights complements your existing analytics.