What are our core problems?
The topics customers complained about most in the selected period.
InsightX (Summarization Services)
How is your customer service doing? InsightX reviews the tickets in the categories you select, or across all of customer service, for the date range you set, using the AI summarization service, and answers that question.
- Your core problems and the most prominent customer dissatisfaction
- How the problems are distributed by theme, and their root causes
- Where to start, and which easy wins are within reach
How it drives value
The question leadership wants answered: How is our customer service doing? The InsightX summary answers it and shows where to start.
What dissatisfies our customers most?
The most prominent sources of dissatisfaction; which topic bothers customers most.
How are the problems distributed, and what are the root causes?
Theme distribution and the root cause behind each theme.
Where should we start?
Corrective action recommendations and easy wins you can act on right away.
You choose the scope: a few categories or all of customer service, for any date range.
Sample summary reports (in Turkish): Finance · Logistics · Retail (PDF)
What Our Customers Say
Next4biz has a structure that allows us to make the changes we want.
Next4biz has a structure that allows us to make the changes we want. Moreover, it's a local product. We decided to use Next4biz to be able to track our customers' history, facilitate communication between internal departments, and be able to stay with the customer until their ticket is resolved.
They integrated all our systems.
We went through an adaptation process consisting of 2 parts. While we, as the business team, designed the category tree, interfaces, and processes needed for ticket management by leveraging the Next4biz team's experiences for each of our business channels, the technical teams integrated all our systems.
Next4biz's experience especially in e-commerce, being a process-based system, was our most important reason for preference.
Next4biz's experience especially in e-commerce, being a process-based system, and providing the opportunity to manage marketing, sales, and after-sales services as a whole was our most important reason for preference.
Frequently Asked Questions About InsightX
Common questions about what the summary answers, how the scope is chosen, how it differs from volume reports and how it works with other AI analyzers.
How can we find the core problems and root causes in our complaints with AI?
InsightX reviews the tickets in the categories you select, or across all of customer service, for the date range you set, using the AI summarization service. The summary sets out the core problems, the most prominent customer dissatisfaction, the theme distribution and the root causes, and recommends corrective actions and easy wins. Leadership sees how customer service is doing without reading tickets one by one.
We already have volume reports; what does InsightX add?
A volume report shows how many tickets arrived; InsightX explains why they arrived. Ticket texts and resolution records are read as content, and the result is presented as an interpreted summary. Which problem stands out is then seen through data rather than impression, and teams share a common language on where to start.
What does an InsightX summary look like — can we see an example?
Yes. The summary is written in language leadership can read and act on directly: how customer service is doing, the core problems, the root causes and where to start. We can go through how it would look with your own data and your chosen scope together in a demo session. Schedule a demo →
Does InsightX work together with sentiment analysis, ticket forecasting and our BI dashboards?
Yes. InsightX is one of the AI analyzers inside Next4biz CSM and complements the others: sentiment analysis labels every ticket and message and raises an alert for conversations turning negative, ticket forecasting shows the coming period's volume and SLA risk in advance, and InsightX explains the problems and root causes behind that volume. The summaries are used alongside BI dashboards.