Conversational analytics: ask the agent about your data

The agent can analyze your workspace's messaging and behavioral data. You can ask for information across automations, channels, and screens, gaining greater insights into your data than you could otherwise get from our UI alone—all without having to export data to a spreadsheet or another reporting platform. Ask it reporting questions in plain language, from ranking your automations to tracing conversions when audiences engage with your messages.

How it works

The metrics pages in Customer.io show you standard reports: delivery metrics, journey metrics, link clicks, and so on. But AI can reach out to a database with access to all of the messaging and behavioral data in your workspace, so you can get answers to things that don’t have ready-made charts in the UI.

For example, you might ask about your top automations by “click-to-open rate”:

The Customer.io agent can even build charts on the fly, helping you visualize data-driven answers to complex questions. Using our click-to-open rate from above as an example, the Customer.io agent might show you a chart like this:

Your data reaches the agent’s database within about five minutes of an activity happening, so a message you sent moments ago might not show up in an answer yet.

You don’t need to do anything special to ask the agent questions about your data. You can ask questions the way you’d ask a teammate, and your agent will attempt to find the right data to answer it. If you ask an open-ended question, like “what are my most successful automations?”, the agent recommends a way to measure success and lets you choose before it runs the numbers.

Get analytics on a schedule

You can set the agent to run recurring tasks with routines. Analytics and health reporting are great candidates for routines, so you can see how your data changes over time and spot problems (or opportunities) as they arise.

For example, you might tell the agent to “rank last week’s one-time sends by click rate and email me the top and bottom three every Monday morning.” The agent will analyze the data and email you a summary of the results on a schedule.

Ask the agent about your data

We’ve provided some examples below, but you can ask the agent about your data in a wide range of ways. Try asking it questions about your data, from rankings and comparisons to trends and funnels. Check out the examples below for inspiration.

The agent may ask you clarifying questions about methodology when it’s answering a question that involves judgment, like attribution windows or minimum send volumes for a fair ranking. You can ask or tell the agent to change its methodology as you go. For example, if you ask “What are my highest-performing messages?”, the agent will ask you to define “highest-performing”—whether you want to track performance by click rate, open rate, or another metric.

Message performance

Try asking the agent about how your messages perform, from rankings and comparisons to trends and funnels. This can give you a better understanding of how you’re engaging with your audience more generally than individual message and automation performance alone.

For example:

• “Which of my automations had the best click rate this quarter?”
• “Compare open rates for my welcome and onboarding automations.”
• “How many people received my product update email but never opened it?”
• “What time of day and day of week get me the best email open rates?”
• “Compare the A/B test results for my personalization automation, with open and click rate by variant.”
• “Break down my open and click rates by inbox provider over the last 30 days.”

Look for conversions

The agent can connect the messages people receive to the events they perform afterward, so you can trace conversions and other indicators of success:

• “Which automations drove the most purchase events last month, and how soon after the message do people typically make their purchases?”
• “How many people upgraded within a week of receiving the promo?”

Customer.io credits a conversion to the latest message a person received (within the past 30 days). Questions about conversions include the last 90 days of event history.

Website and app activity

If you send page and screen events to Customer.io, the agent can help you understand your traffic without having to export data to a spreadsheet or rely on another reporting tool:

• “How many people visited our pricing page last month?”
• “What are the most visited pages on our site this month?”
• “What time of day do people browse our site the most?”

Audience growth and changes

You can ask the agent to figure out how your audience has changed over time and which touchpoints are most effective at growing it.

• “How many profiles were created in the last 30 days?”
• “What is the source of most of our new profiles from the last 7 days?”
• “How many people changed their plan attribute this month?”
• “How many devices registered for push in August?”

Custom events and funnels

You can ask the agent to surface patterns in activities that lead to activation, purchases, and other milestones.

• “Which events have people performed most often over the last 30 days?”
• “Break down how many unique people performed the signup_completed event by its cohort property over the last 30 days.”
• “Show me the funnel from signup to first purchase over the last 90 days.”