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Documentation Index

Fetch the complete documentation index at: https://setup.cevro.ai/llms.txt

Use this file to discover all available pages before exploring further.

Insights is Cevro’s Voice of Customer layer. It listens to every conversation that hits your support — whether handled by AI or a human agent — and turns the firehose into structured, queryable intelligence about what players want, how they feel, and why tickets are escalating. Where Analytics tells you how your AI agent is performing, Insights tells you what your players are saying.

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The Six Pages

Insights ships as a bundle of six pages, accessible from the left sidebar under Insights.
PageWhat it answers
Overview”What’s the most important thing happening this week?”
Drivers”What are players contacting us about, and how is that changing?”
Signals”When does X happen in our conversations?” (frustration, competitor mentions, RG flags…)
Feedback”What do CSAT survey comments tell us about service quality?”
Sentinel”How are our agents performing against the scorecard?”
Taxonomy”What’s the catalog of player problems we track?”
Every chart drills down into the underlying tickets via the Conversations Modal.

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How Classification Works

Every closed ticket is automatically classified into a three-level hierarchy: 
Theme   → "Payments"
  Need  → "Withdraw funds"
    Problem → "Withdrawal blocked by KYC verification"
Cevro reads the conversation, figures out what the player wanted, and matches it to the closest Problem in your taxonomy. Tickets that don’t match anything confidently are flagged — and the Taxonomy page surfaces them as suggestions for new Problems.
Classification is fully automatic. There’s nothing to configure to get started — open Insights and you’ll see your data already organized.

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VoC vs Feedback: The Important Distinction

Two related but distinct signals run side by side throughout Insights:
  • VoC (Voice of Customer) — what the player contacted you about. Example: “I couldn’t make a deposit, the button didn’t work.” Sourced from conversation content. Lives on the Drivers page.
  • Feedback — what the player said about your service. Example: “The agent was rude” or “Fast and friendly!” Sourced from CSAT ratings and post-chat survey comments. Lives on the Feedback page.
These are different stories. A player can complain about a product issue (VoC) while still rating your agent 5★ (Feedback) — that’s a product problem hiding behind good service. Insights keeps them separated so you can act on each.

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Where to Find It

https://app.cevro.ai/insights
Insights is provisioned per workspace. If you don’t see it in the sidebar, contact your CSM.