Your questions on Chatpulse answered
The team here at The CAI Company consists almost entirely of chatbot designers and developers. People passionate about designing better conversations between machines and humans; we know how much time it can take to uncover a true picture of how well a bot is communicating. We’ve all pored over transcripts of conversations, only to wonder if the problematic conversation we just read happened once or is a recurring issue.
So we built the analytics tool we wish we’d all had several years ago: Chatpulse. A tool that processes millions of transcripts, so we an identify issues, and prioritise actions with the most ROI.
Here we share some of the Chatpulse FAQs (frequently asked questions) that our customers might have…
What is Chatpulse? 
Chatpulse is an analytics tool to give you in-depth insights into your business’s AI conversations. Chatpulse offers quantitative and qualitative bot analysis in one easy to use interface so that users can swiftly see how AI Agents, chat bots, voice bots – and indeed any other conversational AI solutions are performing. Issues are clear to see (even when not covered by your usual KPIs), along with the impact to customers, so you know how to best make and monitor continual improvements – and give your customers the best experience possible.
Why would Chatpulse be needed?
Improve the performance of your conversational AI solutions with Chatpulse. Chatpulse understands Conversational AI (CAI) data, going beyond the metrics measured in traditional BI tools to cover insights such as user abandonment, conversation topic and summary, sentiment, agent requests, why a fallback was triggered.
Remove the need to wait for the data science team to analyse data to get answers on changes in bot performance; Chatpulse users have an interface with a familiar look and feel and relevant indicators, AND the ability to drill down into each individual conversation – even when trends come from millions!
Plus, Chatpulse is a way to help make your bot more financially efficient: users report a high return on investment (ROI).
How can Chatpulse save money on a chatbot? 
Chatpulse can help to reduce handovers, improve containment, identify bugs and so much more.
Some real examples of how Chatpulse can help make savings:
- Just a 2% improvement in handover would save £600K per year for an organisation with 500K conversations per month
- Chatpulse discovered 31% of a customer’s shipping queries were being misrouted to pre-sales agents. An easy fix to this costly mistake saw a reduction in hundreds of agent calls per month.
- One customer did not realise that hundreds of their customers were being sent in a handover loop, repeatedly offering an agent but failing to connect. Chatpulse found the issue and the bug was fixed.
Does Chatpulse use LLMs?
Chatpulse uses a combination of proprietary software, large language models (LLMs) and neural-network-based techniques. Our hybrid approach harnesses AI when it adds value and when it doesn’t, we use the human ingenuity of experts in the field.
How does Chatpulse work?
Chatpulse uses advanced AI technology: a combination of our patented proprietary algorithms and software, LLMs (large language models) and neural-network-based techniques for language processing to generate a rich set of indicators that represent the voice of the customer, surface hidden problems, and deliver actionable recommendations. Machine Learned (ML) classifiers and other algorithms identify trends in the words used, their underlying meaning, and associated metadata, including advanced topic analysis and date-based comparisons.
Advanced AI is paired with an intuitive interface that serves both technical and non-technical teams – enabling faster, better-informed decisions.
Which businesses are using Chatpulse?
Organisations of all sizes that have chat bots, voice bots, virtual assistants, AI agents and other conversational AI solutions. Chatpulse is especially helpful for B2C companies that want to provide excellent customer service and experience.
The CAI Company works with some of the largest technology firms in the world and best-in-class chatbot teams in food, banking and retail.
Which team is Chatpulse for?
If your team needs to know what’s happening in your digital customer interactions, Chatpulse can deliver. Customer experience, customer service, leaders and more use Chatpulse. Chatpulse can uncover insights that benefit developers, designers, operations teams and customer success teams.
Can all my team access Chatpulse?
Chatpulse comes with 10 seats as standard. Talk to us if you need more.
How easy is it to use Chatpulse? – Does Chatpulse have a copilot?
The Chatpulse workbench interface is very intuitive and user-friendly. And the Chatpulse Copilot is there to make the experience even better. With Chatpulse Copilot you can simply ask your questions, and the answer is there for you (with a graph to visualise the information too if you want it!) with the elements you require, a summary, links back to relevant conversations AND recommendations for you.
If you’ve used ChatGPT or Perplexity, then Chatpulse Copilot will feel familiar. Chatpulse Copilot knows what it’s looking at and is based on actual data pre-analysed by Chatpulse available (via our MCP (Model Context Protocol) server). Plus, you can deep dive into the details and validate findings of any issues or patterns via the Chatpulse Workbench.
Why do you call Chatpulse a workbench?
Chatpulse looks like a business intelligence (BI) reporting tool that’s already been designed and built for your chatbot analytics. But it’s much more capable than that. Dashboard just doesn’t cover it!
It’s a tool that enables drill down into data – not just reporting on it. In Chatpulse you can identify and quantify insights, unlock trends, evaluate performance, monitor change, review any individual conversation from your whole dataset, prioritise development, and measure the impact of your changes.
Is Chatpulse browser-based?
Chatpulse is totally browser-based. There are no plug-ins, it works across all major browsers, and is password protected with two-factor authentication.
Is data safe in Chatpulse?
Chatpulse adheres to GDPR and enterprise-grade security standards, ensuring that conversational logs are processed within compliant environments. This prevents users exporting or analysing data using unauthorised or non-compliant tools. We have strict data policies in place and are GDPR and EU AI Act compliant. If you do not supply us with redacted data, we will redact PII before any analysis.
For more information about how The CAI Company handles data, see our Data Policy.
What conversational data Insights (with GenAI) will Chatpulse provide?
Chatpulse has purpose-built capabilities that go beyond traditional text analytics. For example, exploration of conversational flows such as ability to track user responses in specific contexts, and visualisation of dialogue paths. Interact with the data through chat-based exploration and research, tailored specifically for conversational data.
How do I know how to prioritise addressing any issues that Chatpulse highlights?
Chatpulse not only shows you what issues customers are having with your virtual assistant, it also shows you how many people are affected by it. So you can easily see the scale of any anomaly and prioritise accordingly.
How long does it take to implement Chatpulse?
Chatpulse takes a matter of days to get up and running. We can swiftly set up seamless integration, including straightforward log imports and pipeline creation, from a variety of Conversational AI platforms (live chat transcripts too).
How customisable is Chatpulse?
There is no customisation needed! Indicators specific to your bot are automatically surfaced.
Chatpulse has been developed to help the bot team to identify issues, analyse root causes and validate fixes. Chatpulse is a working tool rather than KPI dashboard or reporting tool, which is why we have called it a workbench.
Does Chatpulse handle agent conversations, voice, and live chat?
Yes: it’s possible to load live chat transcripts and agent conversations into Chatpulse so long as the data can be provided in text format. This can be analysed in the same way as bot chats. Development is underway to fine tune Chatpulse capabilities in this area to support further live chat analysis, including features such as
- comparisons between live chat and bot conversations,
- Message Topic Analysis on agent messages and
- enhanced fallback and escalation analysis.
Does Chatpulse handle voice (telephony) and text (chat) based solutions?
Yes, many of our customers deliver voice-based solutions and use Chatpulse. Chatpulse can handle any conversational data provided a transcript of the conversation is available. This is typically the case for any enterprise-level Conversation AI platform.
Does Chatpulse handle new GenAI powered bots/virtual assistants?
Chatpulse is well equipped to handle GenAI bots and virtual assistants, and to help address the challenges around consistency and accuracy. Conversations are analysed and patterns in the content highlighted. Chatpulse provides an excellent ‘second pair of eyes’ to help customers assess a bot’s accuracy and effectiveness.
Can I export data from Chatpulse?
Yes, you can export data from Chatpulse.
There are two mechanisms to make your Chatpulse data available to you.
- Export analysed data, including redacted conversation transcripts and all Indicator and Metadata values in a structured format such as (JSON or CSV), ready to be loaded into your broader BI and MI solution.
- Connect your MCP client directly to your Chatpulse data
Do you have a question?
If you have a question not covered in these Chatpulse FAQs that we can help you with, we’d love to hear from you. Please get in touch
