If you're looking for a centralized dashboard of analyzed engagements for a single account, you don't have to look further than the account profile. Each account profile includes an Engagement AI tab, where you can see a comprehensive overview of AI-analyzed engagements for a specific account.
PLEASE NOTE: Engagement AI has been tested and refined exclusively on English content. While it can analyze non-English content and may produce results, our processes have not been optimized for non-English content, and result quality may vary. Currently, Engagement AI officially supports content analysis only in English.
Each section on this tab offers unique insights to help you visualize trends, identify patterns, and even find areas requiring further investigation. We'll go over each section and how to use them in this article. You can use the links below to jump right to the section you'd like to learn more about.
- Relationship Score
- Score Over Time
- Analyzed Engagements
- Top Topics
- Relationship Map
- Engagements
- Topics
- Timeline
Relationship Score
- NOTE: These are not ChurnScores, though they share similarities. Relationship Scores are their own distinct metric.
At the top left of your tab, you'll see the relationship score. The relationship score offers a close-up lens on partnership dynamics, underlining the human experience that drives successful relationships. This section displays the account's current score, its category, and any recent changes. This overview provides quick insight into the account's current state. This account, for example, has a relationship score of 30, is low-risk (green), and has gone up twelve points over the last two weeks:
The relationship score updates nightly and is based on engagements from the last 180 days. Lower scores indicate lower risk while higher scores indicate riskier engagement patterns.
For more information on configuring scales for the relationship score in the Admin space: Configure Engagement AI Data
Score Over Time
Directly to the right of the Relationship Score section is a chart displaying changes to the relationship score over time.
This is a trend line showing changes to the score over the last 12 months as compared to changes in ChurnScore. You can use the Show ChurnScore toggle to decide whether you want to look at both scores or just the changes to the relationship score. You can also click on Relationship Score or ChurnScore in the key at the bottom to add or remove one score or the other from sight. Click on the name again to add the score's line back.
You can hover over points on the chart to see specific score numbers.
Analyzed Engagements
Beneath the relationship score section is a breakdown of analyzed engagements.
This shows customer interactions by type (email, survey response, meeting, etc) and sentiment distribution, helping you get a better look at how this account chooses to interact with you. You can also quickly get a clearer view of your relationship score's composition: these engagements serve as the basis for the overall score. You can hover over the bars beside each engagement type that analyzed sentiment to see a breakdown by the numbers.
For more information on setting up engagement analysis: Configure Engagement AI Data
Top Topics
Next to the engagement analysis, you can get a better look at frequently discussed topics in the Top Topics section.
This shows the topics most often discussed over the last 180 days and a display of sentiment distribution within the engagements. You can hover over the bars beside each engagement type that analyzed sentiment to see a breakdown by the numbers.
For more information on setting topics and keywords in the Admin space: Configure Engagement AI Topics
Relationship Map
The Relationship Map shows discussions between key contacts and important users related to the account, including engagement counts, real-time sentiment scoring, and the topics the users discussed. This helps to identify, at a glance, who is interacting with whom, what the quality of the interactions is, the topics discussed, and whether relationships are showing signs of trouble.
You can choose which contacts and users you see in on the map by clicking the gear icon to the right of the screen.
- NOTE: Who displays on the page by default is controlled in the ChurnZero Admin space. Any changes you make as a user will remain until you choose to return to admin-set defaults.
In the Relationship Map Settings window, you can:
- Click and drag existing selections to reorder them.
- Use the search bar to search for or select contacts or users you want to add.
- Click the "x" at the far right of the contact/user to remove them from the map.
Click the Save button to apply your changes, or click the Restore Defaults button to reset your map.
Engagements
Engagements by Type
In the Engagements by Type tab, you can see a monthly breakdown of engagements from your Analyzed Engagements chart with the line of your relationship score change overlaid. This helps to identify which engagements contribute most to the overall score and how they may impact the account's relationship. The chart shows volumes of engagement by type in a stacked bar graph. Hover over a stack to see a display of the relationship score total and breakdowns of each engagement amount.
You can click on bars or dots to see relevant data from the graph in the History tab of your Timeline.
Engagements by Sentiment
In the Engagements by Sentiment tab, you can see a monthly breakdown of sentiment from your Analyzed Engagements chart, with the line of your relationship score change overlaid. This shows you sentiment distribution over time and its impact on the account's relationship score. The chart shows sentiment trends in a stacked bar graph. Hover over a stack to see a display of the relationship score total and breakdowns of sentiment categories.
You can click on bars or dots to see relevant data from the graph in the History tab of your Timeline.
Topics
Topics Over Time
In the Topics Over Time tab of the Topics section, you can see a line graph of topic mentions over time. This graph. shows the five topics mentioned most often by default, but you can use the legend to toggle topics on or off. This graph helps you to track when topics were mentioned more or less frequently and identify popular topics for the account.
You can click on bars or dots to see relevant data from the graph in the History tab of your Timeline.
Topics by Sentiment
In the Topics by Sentiment tab of the Topics section, you can see a stacked bar chart showing the sentiment of all selected topics within the overlaid relationship score. This allows you to see the sentiment of engagement for a specific topic or group of topics and how those discussions impact the relationship score.
You can click on bars or dots to see relevant data from the graph in the History tab of your Timeline.
Timeline
Engagement AI information is also reflected in your Timeline panel. You can see summaries of sentiment and topics in the Timeline cards. Hover over a card to see a preview, or click into a card and scroll to the bottom for a detailed list of associated topics and sentiments.
You can filter each engagement on the Timeline by specific sentiment or topic.
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