# Conversational Analytics

Clicks whisper. Prompts yell. Clickstream tells you where users went — it can't tell you what they were trying to do. Every prompt is signal. Unresolved intents write your roadmap. Requires the Product Agent.

> "Tapping into intent data changed how we prioritize. We know exactly what users want in every conversation — and instantly close the loop with agentic experiences." — Jakub Tutaj, Product Growth & Monetization, Mixmax

## The why behind the what

1. **Know what users want** — every prompt is stated intent — demand in your users' own words, classified and ranked. Not inferred from clicks.
2. **Know if you delivered** — resolution, sentiment, and gaps for every conversation. See where the product wins today, and what to build next.
3. **Know what it costs** — token spend by model, by action, down to the user. Control the economics of every answer.

No black box: every metric drills down to the actual conversations behind it.

## Understand agentic experience usage

Usage, tokens, and cost for every action the agent takes — the same analytics you run on features, now on agentic workflows. Track action calls, total tokens, and cost per action in the Analytics report builder, broken down by action key.

## Features — read the demand, build what's next

- Analyze what users actually ask the Agent, classified by User Intent, by segment or use case.
- Catch frustration early with User Sentiment flags.
- Grow agent adoption with Audiences and Segments.
- See if it sticks with active-user and retention trends.
- Find your next feature — Agent Gap turns every request the product couldn't serve yet into ranked demand for net-new capability, split into what to build and what to document.
- Increase user success with Resolution tracking and Session Replay.
- Track account adoption by segmenting agent usage per account.
- Prove the faster path — compare time-to-outcome when users ask the agent against the traditional UI path, measured end to end.
- Catch and report issues — unresolved and escalated conversations get flagged automatically.

## The economics — every token, accounted for

Every answer your agent gives has a price. Conversational Analytics shows you exactly where the spend goes — and gives you the levers to control it.

- **Cost by model** — see token consumption and spend per model across every conversation. Route simple work to cheaper models in Studio, and watch the same job cost less.
- **Called most vs. costs most** — two rankings of your actions and tools: the ones users trigger constantly, and the ones that burn the budget. They're rarely the same list — and that's where the optimization lives.
- **Down to the user** — cost per user and per account, next to the value they got. Spot the outliers before the invoice does, and know exactly which accounts your agent spend is serving.

## What teams do with intent data

- **Build what users ask for** — Action Gaps and Feature Requests rank real demand for capabilities that don't exist yet.
- **Catch problems early** — a rising Reported Issue line is an early warning you can act on this week.
- **Increase revenue** — find the high-intent use cases users succeed at and double down.

Conversational Analytics provides the signal. Your team decides what to do with it.

Book a demo: https://cal.com/team/foldspace/demo