📣 Release: Evidence Ratings Behind AI Insights

We're excited to share a transparency upgrade for AI Insights (Ask Samurai)! 🔍 You can now see the actual QA ratings and tickets behind every insight — no more black box.

📈 What's New

When AI Insights surfaces an analysis — such as identifying a recurring violation pattern, highlighting a coaching opportunity, or spotting a performance trend — you can now click through to see the evidence. An interactive drawer panel opens on the side of the screen, showing you exactly which ratings and tickets support the claim.

🛠️ How It Works

1. Open AI Insights (Ask Samurai) and ask a question or review a generated insight

2. For insights that reference specific ratings or tickets, you'll see a clickable link or indicator

3. Click it to open the Evidence Drawer — a side panel displaying:

• Ratings: The individual QA ratings the insight is based on, including scores and criterion results

• Tickets: Direct links to the referenced tickets, allowing you to open and verify the interaction in context

📋 When Evidence Is Available

The evidence drawer appears for insights that reference specific rating data — such as:

• Violation trends for specific criteria

• Coaching recommendations based on repeated mistakes

• Performance patterns for individual agents

For broader analytical questions (e.g., general trends or summary statistics), the drawer may not appear since the insight is based on aggregated data rather than individual ratings.

💡 Pro Tip: Use the evidence drawer to validate AI Insights before sharing them in coaching sessions. Being able to show agents the exact tickets and ratings behind feedback increases trust and makes the coaching more effective!

✨ Benefits

• Full transparency: See exactly what data supports each AI-generated insight.

• Faster validation: No more manually searching for the tickets behind an insight.

• Stronger coaching: Show agents the evidence behind your feedback for more productive conversations.

• Increased trust: Build confidence in AI-generated analysis by making it verifiable.

Need Help? 🤝

• Email: support@kaizo.com

• In-app chat: Click the help icon in Kaizo

• Your CSM: Schedule time with your dedicated Customer Success Manager