Every other platform tells you how many conversations you had. Velaro tells you what questions went unanswered, which topics are spiking, what it cost you in missed revenue, and what to do about it — with an AI-written executive summary on every report, automatically.
Chat Intelligence reads every conversation and categorizes it by topic — Order Management, Technical Support, Product Information, Billing, Escalations, and any theme specific to your business. No keyword lists. No manual tagging. No configuration required.
The result: a live map of what your customers actually need, broken down by volume, trend direction, missed-chat rate, and bot deflection performance — updated continuously as conversations happen.
The Knowledge Gaps report surfaces every conversation topic where the AI reached its limit and handed off or failed to resolve. Topics are ranked by volume so you know which gaps to close first — and closing them is a content update, not an engineering ticket.
Instead of a number that says "AI couldn't handle 472 chats," you get a breakdown by topic. Order status is the top gap. Adding one FAQ document closes it. That's a 40-minute fix, not a sprint.
Gaps are surfaced automatically from conversation signals. When the AI reaches its limit and a visitor doesn't get resolved, that conversation is classified by topic and added to the report. Your team reviews on cadence, adds content, and the gap closes.
For AI-knowledge customers, the top gaps are addressed by pointing the knowledge base at a new URL, SharePoint folder, or PDF. The next ingestion cycle picks it up. No code. No deployment. The gap disappears from the report.
The Intelligence Suite is the set of advanced analytics available at Enterprise tier. Each report includes an AI-written executive narrative — an automatically generated 2 to 4 sentence summary that tells you what changed, why it matters, and what to act on. No spreadsheets. No manual analysis. No waiting for a quarterly review.
Individual and team-level performance across response time, handle time, sentiment outcomes, and escalation rate. Identifies who is over-indexed on difficult conversations before burnout happens.
Repeat visitor patterns, satisfaction signals, escalation trends, and churn indicators built from conversation behavior — not just CSAT scores. Surfaces at-risk accounts before they file a cancellation.
Every question your bot and agents couldn't answer — ranked by frequency and scored by revenue impact. The only report that tells you exactly what to build next in your knowledge base.
7 and 30-day conversation volume forecasts by channel, routing group, and time of day — built from your historical patterns. Stops reactive staffing and gives scheduling a data foundation.
Missed-chat scoring by page, topic, and agent group — translated into estimated revenue. Converts your support analytics from a cost center story into a revenue story your CFO can read.
Surfaces conversation themes that correlate with competitive evaluation — where customers are researching alternatives, comparing pricing, or showing early churn signals — mapped against your routing groups and agent outcomes.
Conversion rate, satisfaction outcome, and resolution time broken down by channel — chat, email, SMS, voice. Shows you where to invest and where a channel is underperforming its cost.
Every report in the Intelligence Suite includes a 2 to 4 sentence AI-generated executive summary that fires automatically when the report runs. It tells you what changed since last period, whether it's a signal or noise, and what the recommended action is. No analyst. No manual writeup. No waiting for a QBR to find out something needed attention three months ago.
Most BI tools give you a chart and leave the interpretation to you. Every Velaro report arrives with a plain-English summary generated from the data automatically. It classifies each insight as informational, a warning, or an opportunity — and it's in your inbox before your Monday standup.
You do not need an analyst to tell you what the Knowledge Gaps report means. The report tells you. The only thing left to decide is which gap to close first.
Agent response time in the Technical Support group increased 34% this week, driven primarily by three agents handling CLIA-routed conversations. Average handle time is 8.4 minutes against a group benchmark of 5.1. Recommend reviewing the CLIA knowledge base content and routing load before the next cycle.
Bot deflection for Product Information conversations increased from 31% to 58% this month following the SharePoint sync update. This is above the industry median of 44%. Extending the same content connection to the Gene Synthesis routing group could replicate this improvement for that segment.
Conversation volume is tracking 12% above the 30-day baseline with peak concentration on Tuesdays between 9am and 11am EST. Predictive model projects this pattern continuing through Q3. Current staffing covers 94% of projected demand.
Velaro tracks every chat that went unanswered — by page, topic, time window, and routing group. When your account team maps those numbers against your average deal value, the analysis tells you exactly where to staff and what to fix first.
Most platforms have a reporting tab. This is what separates a reporting tab from a decision engine.
| Capability | Typical platform | Velaro Intelligence Suite |
|---|---|---|
| Conversation volume and trends | Yes | Yes — with predictive overlay |
| Agent performance metrics | Yes | Yes — with benchmarks and narrative |
| CSAT tracking | Yes | Yes — sentiment-augmented |
| Conversation theme classification | Manual keyword tags only | Automatic, ML-classified, no setup |
| Knowledge Gaps — unanswered questions | Not available | Ranked by frequency and revenue impact |
| Missed-chat analysis by page and topic | Volume total only | By page, topic, routing group, and time window |
| Predictive volume forecasting | Not available | 7-day and 30-day, by group and channel |
| AI-written executive summaries | Not available | Every report, every run, automatically |
| Competitive signal detection in conversations | Not available | Competitive Intelligence report |
| Scheduled report export with email delivery | Manual export only | Excel and CSV across all reports, emailed on your schedule |
Enterprise analytics at this depth is not a feature you toggle on. Your theme taxonomy is built from your conversation history so it reflects how your customers actually talk, not a generic category list. Your revenue impact scoring is configured against your deal and order values. Your Knowledge Gaps report reflects your routing structure. This is done in onboarding — your account team handles it. The result is a report suite that is specific to your business, not a demo environment that happens to have your logo.
Your account team maps your routing groups, conversation volume, and average deal values into the Intelligence Suite configuration. No data export needed from your side.
After 4 weeks of live data, your theme taxonomy is reviewed and adjusted. New topics your customers surfaced that weren't in the seed set are added. Taxonomy drift is corrected.
AI narrative thresholds (what triggers a "warning" vs. "informational") are adjusted to your normal operating range so alerts stay signal, not noise. Included in your Enterprise account management.
Standard analytics are included on all plans. The Intelligence Suite unlocks AI-classified reporting that goes beyond volume counts into decisions.
Standard analytics (agent performance, CSAT, volume, service level, custom dashboards) are included on all plans. Full plan comparison
We will run a Knowledge Gaps analysis on your last 90 days of conversations and show you what it surfaces — before you commit to anything.