Auto-clustered topics, not manual tags
No taxonomy to configure and no tags to apply. Ekway clusters your conversations into themes on its own, and keeps refining them as new conversations arrive.
Conversational Intelligence
Your conversations are telling you something. Ekway reads it.
Every message across WhatsApp, Instagram, email, Messenger, and live chat becomes structured intelligence the moment it lands — topics, sentiment, emerging issues, and outcomes, synthesized across your entire inbox, not buried in one thread at a time.
A helpdesk logs tickets. Ekway tells you what they mean.
Topic Taxonomy
Every conversation, auto-clustered into themes — no tagging required
Ekway reads every conversation across every channel and automatically groups them into a living taxonomy of topics. Leadership sees exactly what customers are contacting about, without a single manual tag ever being applied.
- Auto-clustered from raw conversation text — no taxonomy setup
- Refined continuously, not rebuilt from scratch every quarter
- Cuts across channels — WhatsApp, email, Instagram, and chat feed one taxonomy
- Drill into any topic to see every conversation behind it
Auto-clustered this week
Shipping delays 128Billing questions 94Password reset 61Refund status 47Damaged item 33Dark mode request 21Duplicate charge 18Account access 12
8 of 24 active topics · updated automatically, no tagging required
Sentiment & CSAT
Know the mood before your customer has to tell you
Every inbound message is scored for sentiment and frustration automatically. CSAT is tracked continuously — even for the customers who never fill out a survey.
- Sentiment scored on every inbound message, not just post-resolution surveys
- Frustration trendlines per contact, per topic, per channel
- CSAT auto-estimated from conversation signal alone
- Flags souring conversations before they escalate
4.6
CSAT trending up
Auto-estimated from sentiment — no survey required
Positive68%
Neutral24%
Negative8%
Spike Detection
See a problem forming before it's a crisis
Ekway watches topic and sentiment volume over time and flags anomalies — a shipping delay spreading, a bug spiking complaints — while it is still small enough to fix quietly.
- Baseline-aware anomaly detection, not static keyword alerts
- Real-time alerts the moment a topic spikes above its normal range
- Correlates spikes with channel, region, or customer segment
- Routes straight to the right owner — no dashboard hunting required
"Late delivery" mentions
340% this weekMon
Tue
Wed
Thu
Fri
Sat
Sun
Flagged the moment volume crossed its normal range — routed to Fulfillment
Intelligence Home
One screen for what's happening across every conversation
Intelligence Home synthesizes topics, sentiment, and spikes into a single cross-conversation view — the platform-wide "what's happening" screen no helpdesk gives you natively.
- Cross-channel synthesis — one view, not six inbox filters
- Trending topics, sentiment shifts, and open spikes side by side
- Time-range comparison — this week vs last week, this month vs last
- The home screen for anyone who owns the customer relationship, not just support
Live · updated 2 min ago
24
Active topics
+3 this week
+6%
Sentiment (7d)
improving
2
Open spikes
needs attention
3,412
Conversations analyzed
across 5 channels
Trending this week
Shipping delays128
Billing questions94
Password reset61
Per-Conversation Insights
Every thread comes labeled with intent, outcome, and state
Beyond the aggregate view, every single conversation carries structured intelligence — what the customer wanted, whether it was resolved, and where it stands right now.
- Intent detected automatically (billing question, complaint, cancellation, and more)
- Outcome tracked — resolved, escalated, abandoned, pending
- Live state on every thread — in progress, waiting on customer, stuck
- Feeds straight back into the topic taxonomy and Intelligence Home
RS
Riya Sharma
Order #4821
"My order still hasn't arrived and it's been 9 days. Can someone check?"
Intent: Delivery delayOutcome: ResolvedState: Closed
Something no helpdesk does natively
Zendesk, Intercom, and Freshdesk log and route tickets. None of them read what your conversations mean — Ekway does it out of the box.
Sentiment without surveys
CSAT and mood are inferred from the conversation itself. You get a satisfaction signal on 100% of conversations, not just the small fraction that answer a survey.
Spikes surfaced before they are a crisis
Anomaly detection watches every topic's normal range and alerts you the moment something breaks pattern — not after twenty agents have each noticed the same complaint separately.
One home screen for the whole business
Intelligence Home is a cross-conversation view for anyone who owns the customer relationship — not just an inbox filter for support agents.
Every insight is one click from an AI workflow
Understanding is only half the story. Ekway hands every topic, sentiment shift, and spike straight to the systems that act on it.
Ava acts on it
Turn a detected intent straight into an autonomous reply, refund, or escalation — Ava already knows the context.
Learn moreAutomate the response
Trigger a workflow the moment a topic spikes or a sentiment threshold is crossed — no manual monitoring required.
Learn moreReach the whole segment
Found a theme affecting hundreds of customers? Broadcast the fix to everyone it touches, not just the one thread.
Learn moreA helpdesk logs tickets. Ekway tells you what they mean — then acts on it.
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