OI-Qi is a powerful new feature that lets you dive deeper into what’s driving customer behavior, sentiment, and effort—based on the customer’s reasons for contact. It adds AI-powered insights to your existing views, helping you quickly understand what’s going on beneath the surface of customer interactions.
Access & Limitations
If you don’t have an active OI-Qi subscription, you may encounter rate limits when using this feature. For additional information, reach out to your Customer Success contact.
Here’s how to use it:
How to Access OI-Qi Inquiries
You can access OI-Qi Inquiries from the main OI Dashboard from either the Root Cause, Inquiries or Sub-Inquiries pages.
For the purposes of this guide, we'll focus on using it from the Inquiries view.
When viewing an OI-Qi-enabled chart, you’ll notice some inquiries appear with a shimmering purple highlight. This indicates that additional analysis is available.
Running an OI-Qi Inquiry
Hover over the inquiry with the purple shimmer.
Click the brain icon in the tooltip. This will open a side panel where you can run AI-powered queries.
You'll see three predefined prompts you can use. Each one is designed to help you understand what’s affecting a key customer experience metric:
Customer Effort
Sentiment
Resolution
These prompts are automatically tailored to the selected inquiry, so you can quickly understand the "why" behind changes in customer behavior for that inquiry.
Example Use Case
Let’s say the inquiry is “Can’t log into the internet banking app.” To explore what’s driving customer effort for this issue:
Click the prompt for Customer Effort.
The system will analyze the relevant interactions for the selected time period.
You’ll get a clear, readable breakdown of what’s driving effort on those interactions.
You can run this analysis across any of the three metrics mentioned above.
Pro Tip: Filter for Specific Time Periods
OI-Qi Inquiries work best when paired with relevant time filters. For example, if you know a spike in inquiries happened during a specific outage, filter the chart to that time period first—then run your inquiry. You’ll get much more targeted insights.