AI insights shows you how your team uses the AI assistant (Ask AI) and where your knowledge base can be improved. In the Admin Console you track how users rate AI responses, see what your team is asking about, identify topics the AI assistant could not answer, and review an anonymised log of user queries. All insights are aggregated and screened for personal details, so you can act on them without identifying individual users.

AI insights helps you to:

• Track AI performance - see how users rate AI responses and why.
• See what your team is searching for - understand the topics employees ask about most.
• Identify knowledge base gaps - find topics the AI assistant could not answer and add the missing content.
• Report to leadership - use AI-grouped topics instead of raw questions for internal reporting.

Availability & requirements

AI insights is available for all customers using the AI assistant and is activated by default. If you do not want to use AI insights, contact your Flip contact person to deactivate it.

Minimum number of users: AI insights only shows data if at least 50 users have access to the AI assistant in your organisation. Below this threshold, the page shows a notice instead of insights, and no topics or summaries are calculated. This protects individual users in small groups from being identified through their questions.

Roles: You need access to the AI assistant section of the Admin Console.

Opening AI insights

1. Open the Admin Console.
2. Go to AI assistant > AI insights.
3. Select a time period at the top of the page: 7 Days, 28 Days or 3 Months. All sections of the page update to the selected period. 3 Months is selected by default.

The page has two sections: Response Quality and User Questions.

Response Quality

The Response Quality section shows how users rate the AI assistant's responses. After every response, users can give a thumbs up or thumbs down and optionally select one or more reasons.

• Positive ratings - the number of thumbs up in the selected period, with the reasons users selected: Clear and easy to understand, Accurate, Saved me time, Answered my question.
• Negative ratings - the number of thumbs down in the selected period, with the reasons users selected: Didn't answer my question, Inaccurate, Outdated, Too long, Too short, Hard to understand.

The number next to a reason is how many times this reason was selected in the selected period. Reasons are sorted by frequency, most selected first. Below the list you see a summary such as 4 reasons across 16 ratings.

Good to know:

• A user can select several reasons for one rating, or none at all. The reason counts therefore do not have to add up to the number of ratings.
• If there are no positive or no negative ratings in the selected period, the card shows No data in this period.
• Written comments that users add to a rating are not displayed in AI insights.

User Questions

The User Questions section has two tabs: AI summary and User query log.

AI summary

The AI summary tab helps you analyse inquiry trends and identify content gaps. The AI assistant analyses the conversations in the selected period, derives representative questions from them, removes all personal details, and groups similar questions into topics. Each topic is given an AI-generated name. The tab shows two cards:

Top topics - What your team is asking about

An AI-grouped summary of the most common questions and search topics raised by your team.

• The card lists the 10 most frequently asked topics in the selected period, most frequent first. If several topics share the tenth place, all of them are shown.
• Click a topic to expand it and see the representative questions behind it. These are AI-generated summaries of what users asked, not the original wording. Click the topic again to collapse it.

Unanswered topics - Missing knowledge base content

User queries that didn't match any internal documentation or return answers. This is the fastest way to find content that is missing or outdated in your knowledge base.

A question counts as unanswered if:

• the AI assistant answered that it has no information on the question, or
• the AI assistant found no matching content and did not answer the question, or
• the user gave a negative rating with the reason Inaccurate, Outdated or Didn't answer my question.

General knowledge questions that are unrelated to your company content (for example "How do I convert a PDF to Word?") are not counted as unanswered topics, regardless of whether World Knowledge is activated for your organisation.

Unanswered topics work the same way as Top topics: the 10 most frequent topics are listed and you can expand each one to see representative questions.

Good to know:

• A topic is only shown once at least 2 users have asked about it in the selected period. Questions that do not belong to any topic are not shown.
• Topics are recalculated regularly in the background. New conversations appear in the AI summary with a delay, not in real time.
• Topics and representative questions are displayed in German or English, depending on your browser language.
• Representative questions are deliberately kept general so that no individual user can be identified.

Tip: Work through the Unanswered topics from top to bottom. Add or update a post or page for each topic, then check in the following weeks whether the topic disappears from the list.

User query log

The User query log tab lets you track and review the individual queries users sent to the AI assistant in the selected period. Questions are screened to remove personal details before they appear here. Names, dates and similar details are replaced with placeholders such as [Name] or [month]. You see what was asked, not who asked it.

• The table has one column, User Query, and shows the queries in their original language.
• Use the Search field above the table to find queries containing a specific term. The search matches parts of words (for example "sick" finds "how do i call in sick") and updates as you type. The search is combined with the selected time period.
• Use the pagination at the bottom of the table to browse the log. You can set the Items per page and jump to a specific page. The total number of results is shown, for example Results: 1 to 10 of 2,011.

The user query log is useful for checking how employees phrase their questions and whether the content they are looking for exists in your knowledge base.

Data privacy

AI insights is designed so that you gain insights into content needs without monitoring individual employees:

• AI insights is only available if at least 50 users have access to the AI assistant.
• Topics in the AI summary are only shown once at least 2 users have asked about them.
• Representative questions and log entries are screened by an AI model before they are displayed. Names and other personal details are removed or replaced with placeholders.
• No user names, user IDs or timestamps of individual conversations are displayed.
• Insights cannot be exported. There is no CSV export or download.

Users are informed that their questions, the answers and their feedback may be evaluated in anonymised form to improve content.

You can find more about how Flip processes data for AI features in Privacy and Security with Flip Intelligence.

Notes

• AI insights covers conversations with the AI assistant only.
• The selected time period applies to all sections of the page.
• Filtering the user query log by topic and exporting insights are not available.