Your AI agent handles dozens or hundreds of calls a month. Each one produces a transcript, a summary, an urgency score. That data sits in your dashboard, useful for following up individual callers — but nobody has time to read three months of transcripts and spot the patterns. Insights does it for you. One click, and AI reads every call from the last 90 days and tells you exactly what's happening in your business.
What an Insights report contains
When you generate a report, the system analyses every call transcript, every piece of metadata, and your current account configuration. It produces four sections:
Call patterns. When are your calls coming in? Which hour of the day is busiest? Which day of the week? Is volume trending up or down over the quarter? These aren't guesses — they're counts, broken down hour by hour and day by day. If you've been wondering whether you actually need after-hours coverage, the data will show you.
Topics and intent. What are callers actually asking about? Insights groups every call into themes — bookings, pricing enquiries, emergency callouts, follow-ups on existing work, general questions. Each theme includes example phrases pulled directly from your transcripts, so you can see exactly how callers word their requests. This is the section that usually surprises people. You might think most of your calls are about booking jobs, but the data might show that 35% are just asking about your service area or whether you do a particular type of work.
Outcomes. How are calls being resolved? How many result in a message taken? How many get transferred? How many trigger an integration — a calendar booking, a Trello card, a CRM update? This tells you whether your agent is doing what you set it up to do, or whether callers are hitting dead ends.
Recommendations. This is the section that makes Insights more than just a dashboard. Based on everything it found in your calls, the report suggests specific actions you can take:
- Knowledge base articles. If callers keep asking questions your agent can't answer well, Insights drafts up to three knowledge base articles for you. Not suggestions — actual written articles, ready to review and publish. One click and your agent knows how to answer those questions on the next call.
- Integration suggestions. If callers are asking to book appointments but you haven't connected Google Calendar, the report will point that out. If you're on a plan that doesn't include the integration, it tells you which plan does — no guesswork.
- Phone system recommendations. If your call patterns suggest you'd benefit from connecting your existing PBX or setting up call forwarding from your mobile, the report will nudge you in that direction.
The knowledge base gap problem
This is the problem Insights solves most directly, and it's one that every business with an AI agent runs into sooner or later.
You set up your agent, write a prompt, add some knowledge base articles about your services. It works well for the calls you expected. But then callers start asking questions you didn't think of. "Do you work in Pukekohe?" "Can I pay by direct debit?" "What happens if I need to cancel?" Your agent doesn't have a good answer, so it takes a message. The caller gets a callback eventually, but they would have preferred an answer on the spot.
The problem is that you don't know what questions you're missing unless you read every transcript. Insights reads them all and tells you: here are the three biggest gaps in your knowledge base, here's a draft article for each one, click publish and your agent can answer them from tomorrow.
Over time, this creates a feedback loop. Each report identifies gaps, you publish the articles, the next report shows fewer unanswered questions and higher resolution rates. Your agent gets smarter every quarter without you writing a single article from scratch.
How it actually works
Open the Insights page in your portal. If it's your first time, you'll see a short consent notice — the system needs your permission to analyse your call transcripts with AI. This is a one-time step. Any team member can approve it.
Click generate. The system pulls your last 90 days of calls (you need at least 10), sends the full transcripts and metadata to an AI model, and gets back a structured report. This takes 30 to 60 seconds depending on how many calls you have. A business with 50 calls finishes faster than one with 500, but both produce the same depth of analysis.
Once generated, the report is saved to your account and you can come back to it any time. You can refresh it once every 24 hours — useful if you've made changes (published new knowledge base articles, connected a new integration) and want to see how the next batch of calls compares.
Available on every plan, at no cost
Insights is included on all dareena.ai plans — Answer, Action, and Advance. There's no extra charge to generate reports. The recommendations are plan-aware: if a suggested integration requires a higher plan, the report tells you which plan includes it, so you can make an informed decision about whether to upgrade.
This matters because the value of Insights compounds over time. The first report shows you what's happening. The second report — after you've acted on the recommendations — shows you the impact. Over a few months, you build a picture of how your AI agent is evolving alongside your business.
Data without action is just noise
Most analytics tools give you charts and leave the interpretation to you. Insights gives you the charts and the next step. See a gap in your knowledge base? Here's the article — publish it. See callers asking to book but no calendar connected? Here's where to set it up. See 60% of your calls coming after 5pm? That's confirmation that your after-hours agent is earning its keep.
The difference between data and intelligence is whether it tells you what to do next. Insights tells you what to do next.