Support conversations contain product research, friction signals and unmet needs. Conversation intelligence structures that evidence so teams can see what customers keep saying at scale.
A ticket is not only something to close. It contains language about what confused the customer, what failed, what they expected and what they asked for next.
One complaint can be noise. Repeated complaints around the same journey, policy or feature are a pattern. Grouping conversations by theme helps teams distinguish repeated friction from isolated cases.
A sentiment score alone is weak. The useful question is which topics produce negative sentiment and whether that changes after the business changes a workflow or product experience.
The output should reach the team that can act on it. Product can use repeated feature asks, operations can use recurring failure points and support can use knowledge gaps.