--- title: Frequently asked questions about Indicate me description: Answers to common questions about Indicate me’s AI platform for customer insights, from Ask Me and AI Buddy to dashboards, AI categorisation, and text and speech analytics. --- [Skip to main content](https://info.indicateme.se/en/faq#main-content) [![indicate-me-logo-beet-vertical-1](https://info.indicateme.se/hubfs/indicate-me-logo-beet-vertical-1.svg) ![indicate-me-logo-beet-vertical-1](https://info.indicateme.se/hubfs/indicate-me-logo-beet-vertical-1.svg)](https://indicateme.se) - [Insights](https://info.indicateme.se/insights) - [Films & Webinars](https://info.indicateme.se/en/films-and-webinars) - [Customer Voices](https://info.indicateme.se/en/customer-voices) - Show submenu for translations EN - [Svenska](https://info.indicateme.se/faq) Open main navigation Close main navigation - [Insights](https://info.indicateme.se/insights) - [Films & Webinars](https://info.indicateme.se/en/films-and-webinars) - [Customer Voices](https://info.indicateme.se/en/customer-voices) - Show submenu for translations EN - English - [Svenska](https://info.indicateme.se/faq) - [Book a tour](https://info.indicateme.se/en/book-a-tour) [Book a tour](https://info.indicateme.se/en/book-a-tour?hsLang=en) # Frequently asked questions about Indicate me Here you can find frequently asked questions about Indicate me's AI platform for customer insights, from Ask Me and AI Buddy to dashboards, AI categorisation, and text and speech analytics.  About Indicate me Ask Me Customer Satisfaction & AI Buddy Text and Speech Analysis Text-Based Insights AI Categorisation # **About Indicate me** ##### **Q: How does Indicate me help companies use AI to gain insights and make better decisions?** **A:** Indicate me is an AI platform, or customer intelligence platform, that offers AI-based solutions to analyse and visualise insights from large volumes of data. The platform analyses, summarises, and categorises interactions and feedback, making it easier for organisations to measure customer satisfaction, understand trends, engage employees, make data-driven decisions, and continuously improve both customer and employee experiences. ##### **Q: When and why was Indicate me founded, and what was the vision behind starting the company?** **A:** Indicate me started as an internal tool within a customer service outsourcing company, developed to streamline follow-up processes and reduce costs. By turning key metrics into insights, it created savings and a better customer experience. Over time, the tool evolved to raise the quality of customer interactions and drive greater satisfaction. Following strong results, Indicate me was founded as an independent company in 2017 — with the vision of making the solution available to anyone who wants to strengthen their teams and deliver world-class customer service. ##### **Q: How does Indicate me contribute to the "democratisation of insights" within organisations?** **A:** "Democratisation of insights" means that every employee, regardless of role, gets access to the insights that are relevant to their work. With Indicate me, data is no longer locked in hierarchical silos — it is shared in a way that makes information accessible across the entire organisation. At the same time, the platform is permission-controlled, ensuring each role gets access to the insights most relevant to them. This enables more people to contribute improvement initiatives, apply their creativity, and make faster decisions that strengthen the customer experience. ##### **Q: Which industries is Indicate me's platform best suited for?** **A:** Indicate me suits companies in any industry that want to become more customer- and data-driven. As an insight hub and AI platform, we make relevant customer insights available across the whole organisation. But we typically see the greatest value among organisations with high volumes of customer contact, for example: - Banking and insurance - Telecom - Energy - Transport and travel What these have in common is that decisions today are often made on gut feel rather than on what's actually said in thousands of daily customer conversations, which is exactly what Indicate me is built for. ##### **Q: What is Indicate me's NPS (Net Promoter Score)?** **A:** Across our entire customer portfolio, Indicate me has an NPS of 82. Among mid-sized and larger customers, NPS stands at 91. Among customers using our AI product, NPS reaches 100. In total, we work with over 100 brands in our customer portfolio. ##### **Q: Is Indicate me a contact centre platform?** **A:** No. Indicate me is a customer intelligence platform that structures and analyses customer dialogues from all channels; it does not replace your contact centre solution. The idea is to add a layer of insight on top of your existing systems: customer service, CRM, chat and surveys, so that data from them becomes searchable and connected to concrete decisions instead of being replaced.  ##### **Q: What should we consider when comparing or choosing AI tools for analysing customer conversations and measuring customer satisfaction?** **A:** Whether you call it an AI tool, AI solution, or AI software for analysing customer interactions, here are some criteria worth looking at: - Does the tool analyse the full volume of calls, emails and chats, or just a sample? - Does it link a figure (e.g. a customer satisfaction score) back to the actual conversations behind it, or does it stop at the number itself? - Does it work across multiple channels and languages at once, or are separate tools needed per channel? - Can the insights be shared across the whole organisation, or do they stay with one team? - Does it require manual setup of categories and synonyms, or are cases categorised automatically? The more of these that get answered with "the full volume" and "automatically," the closer you are to a customer intelligence platform rather than a traditional measurement tool. # **Ask Me** ##### **Q: What is Ask Me and how does it work?** **A:** Ask Me is how you explore your customer dialogues in Indicate me. You ask a question in plain Swedish, for example "Why are customers contacting us right now?", and get a structured answer based on the full volume of calls, emails and chats, not a sample. You can ask follow-up questions and save the analysis directly as a widget in a dashboard.  ##### **Q: What kinds of questions can you ask Ask Me?** **A:** Examples of questions that work well: - Why are customers contacting us right now? - What's driving dissatisfaction with billing? - Which topics have increased this month? - Why do customers contact support multiple times? - Which teams need coaching – and why? - Why aren't we resolving cases? - What's driving successful sales conversations? Ask Me answers with charts, tables or ranked lists depending on what the question requires, and Deep Mode is used for more complex questions where you want to understand why something is happening, not just what is happening. ##### **Q: How does Ask Me make sure its answers match what customers actually said?** **A:** Ask Me is a graph-based multi-agent system that works in multiple steps and validates every answer against the source interactions before it's shown, re-running the analysis if something doesn't hold up. That makes the answers traceable rather than guesses: every conclusion can be followed back to the conversations it's based on. In other words, answers you can lean on, not just read.  ##### **Q: Are there ready-made questions to choose from in Ask Me, or do you have to write your own?** **A:** You don't always have to formulate a question from scratch. Ask Me offers predefined questions you can use directly, as a quick way to get started or find inspiration for what to explore. From there, you can build on it with your own, more specific questions or follow-up questions once you know what you want to dig deeper into.   ##### **Q: Is Ask Me its own product, or part of Indicate me?** **A:** Ask Me is part of Indicate me's platform, not a standalone product. It's the way you explore your customer data within the platform. ##### **Q: Where in the platform can I use Ask Me?** **A:** Ask Me is its own, separate view within the platform, but can also be used directly in the interaction list, where you can find and analyse conversations you've searched for. # **Dashboards and Reports** ##### **Q: What are dashboards and reports in Indicate me?** **A:** This is where you gather thousands of calls, emails, chats and customer surveys as structured insights, and share them with the right people across the business. Unlike a traditional BI tool, every dashboard is built on real customer dialogues that have already been categorised and analysed automatically, so you can visualise customer interactions and patterns in real time, without manual work.  ##### **Q: Can you build your own dashboards and widgets?** **A:** Yes. You build dashboards with drag-and-drop, add widgets based on AI-generated insights or your own KPIs, and organise them into a view tailored for, say, the product team, CX leaders or customer service staff. Comments and explanations can be added directly to an insight to give context to whoever reads the dashboard later.  ##### **Q: How do we share dashboards with colleagues or the organisation?** **A:** Dashboards are shared internally via links or directly with other users in the platform. Different roles can be given tailored views, so that, for example, leadership sees overall trends while an individual coach sees their own team's results.    # **Customer Satisfaction** ##### **Q: How does Indicate me help organisations increase customer satisfaction?** **A:** Indicate me contributes to improved customer satisfaction through AI-based quality assurance of customer conversations. The platform identifies strengths and areas for improvement in every call, email, or chat, and presents them in a way that is easy to understand and act on. We also measure sentiment and link it to factors such as case type and response time, providing insights into what actually drives customer satisfaction. With a focus on usability and engagement, we make it easy for companies to drive continuous improvement — both internally and in how they serve customers. ##### **Q: Does Indicate me run customer surveys, and how does that work?** **A:** Yes. Indicate me runs customer surveys where you can collect structured feedback via phone, messages, email and chat, with your own choice of questions and the option for customers to leave free-form comments by voice or text. As an extra layer, you can then let AI analyse the responses and clearly summarise what's working well, what needs improvement, and which areas most affect the customer experience.  ##### **Q: What are cross-analyses and what insights can organisations gain from them?** **A:** Cross-analyses in Indicate me mean that all data is gathered in one place. This makes it possible to compare key metrics in a dashboard and build a clear picture of what affects the customer experience. Examples of insights cross-analyses can provide: - Case type: which types of cases lead to higher or lower customer satisfaction - Root causes: underlying factors and root causes of problems - Employee behaviour: how interactions and engagement affect CSAT and NPS - Operational factors: how response time, call transfers, and case handling affect NPS, CES, and the overall experience ##### **Q: What is Indicate me Awards?** **A:** Indicate me Awards is an annual recognition programme that highlights outstanding achievements in customer service. Awards are given in several categories, including "Customer Service of the Year", "Rising Star of the Year", and "Customer Service Champion of the Year". The awards are based on actual data from customer conversations and therefore reflect real results and development. The purpose is to recognise and inspire companies that stand out in customer experience, employee development, and overall progress.   # **AI Buddy** ##### **Q: What is AI Buddy and how does the solution work in practice?** **A:** AI Buddy is a coaching support tool that helps both employees and managers develop customer interactions and drive quality improvement. It provides concrete insights and suggestions that strengthen self-leadership and complement human coaching. Working from predefined forms, AI Buddy analyses customer conversations and delivers personalised feedback. ##### **Q: What does quality assurance in customer service with AI involve?** **A:** It means every customer interaction, not just a sample, is automatically evaluated against predefined criteria, for example: - Professionalism - Resolution rate - Customer experience - Adherence to script or guidelines AI Buddy makes it possible to move from spot-checking individual calls to getting a consistent picture of quality across the full volume, giving a fairer basis for both coaching and follow-up. ##### **Q: How does AI Buddy help employees develop self-leadership?** **A:** AI Buddy provides concrete insights with personalised feedback suggestions that strengthen self-leadership and complement human coaching. Using predefined forms, it analyses customer conversations and delivers feedback that is straightforward to understand — and to act on. ##### **Q: What's required to use AI Buddy effectively?** **A:** To use AI Buddy effectively, your organisation needs to be using Indicate me's text and speech analysis. The tool is built on predefined but customisable forms and criteria. AI Buddy analyses customer conversations against these criteria and automatically provides feedback on how well they are met. For example, a form might require that a call opens with a greeting, that the middle focuses on needs assessment, and that the closing summarises the conversation. ##### **Q: What types of interactions can AI Buddy analyse?** **A:** AI Buddy can analyse both written and spoken customer interactions. This includes emails, chats, chatbots, and phone calls that are automatically transcribed to text. This gives your organisation a complete picture of customer conversations regardless of channel. ##### **Q: Is AI Buddy designed to replace or complement human coaching?** **A:** AI Buddy is designed to complement and support human coaching. The tool provides insights that help employees in their day-to-day development and supports managers in their coaching role. ##### **Q: What are the most important benefits of using AI Buddy?** **A:** The most important benefits of using AI Buddy are: - Time savings for managers through automated feedback - Improved quality in customer interactions - Greater efficiency in coaching and follow-up - Stronger self-leadership among employees - An objective basis for development and feedback - Increased engagement through positive feedback - Analysis of multiple customer conversations for a fairer and more representative picture By identifying patterns at the individual, team, and department level, it becomes clear where strengths lie and what needs to improve. ##### **Q: Can coaching results be displayed in tables and charts?** **A:** Yes. Coaching results can be compiled in clear tables, bar charts, and graphs. You can view statistics at different levels — from the entire department down to team and individual employee level. ##### **Q: Is there a limit to how many questions an AI coaching form can contain?** **A:** We recommend up to 12 items per form so that the AI can work optimally and deliver the best coaching results. Each item can, however, contain multiple questions, making it flexible to adapt to your needs. # **Text and Speech Analysis** ##### **Q: What is Indicate me's text and speech analysis and how does it work in practice?** **A:** Indicate me's text and speech analysis, or conversation analytics, turns large volumes of customer interactions into actionable insight in searchable text form, regardless of channel.  ##### **Q: What types of customer interactions can be analysed?** **A:** The platform can analyse all types of customer interactions — from email and chat, including conversations with chatbots and voicebots, to phone calls transcribed to text. By converting everything to text, all content becomes searchable and analysable. This means information that was previously difficult to capture is now accessible. ##### **Q: What insights can organisations gain through text and speech analysis?** **A:** Examples of insights organisations can gain through text and speech analysis: - Why customers cancel their services, how often employees try to retain them — and what actually makes them stay - When employees miss key steps — such as asking for a personal ID number to verify the customer's identity - How offers are communicated across different customer conversations — and which arguments work best - What drives customer contact — and what sentiment is associated with different topics **Q: How does Indicate me's AI-based summarisation function work?** **A:** The AI-based summarisation function analyses customer conversations and creates automatic summaries that highlight what matters most — for example, the reason for contact and whether the case was resolved. These summaries can be integrated directly into CRM or case management systems, enabling smooth and automated handling. **Q: Does Indicate me's text and speech analysis support multiple languages?** **A:** Yes, Indicate me supports translations across around ten languages, with the option to expand. This means both coaching and analysis can take place regardless of language, breaking down language barriers and enabling more inclusive feedback. **Q: What is required for sentiment analysis split by employee and customer?** **A:** To separate sentiment between the employee and the customer, stereo recording of calls is required, with both parties recorded on separate channels. **Q: How accurate are the AI transcriptions of calls?** **A:** The AI transcriptions maintain a very high linguistic quality. Occasionally, individual words may be misspelled, but this does not affect the overall result. Summaries and analyses are always accurate, so you can rely on the output. We therefore recommend focusing on the insights and patterns that the AI delivers, rather than on individual words in the transcription. **Q: Is it possible to anonymise AI transcriptions?** **A:** Yes, it is possible. Our AI transcriptions can automatically anonymise sensitive information, for example: - All numbers and digit sequences - Names - Addresses This ensures that data can be used for analysis and insights without compromising privacy or data protection. **Q: How many calls per month do companies typically analyse?** **A:** Most organisations analyse all incoming calls. Public sector organisations and municipalities sometimes exclude certain queues. We measure in call minutes rather than call count, which ranges from approximately 20,000 to 1,000,000 minutes per month, depending on the size of the organisation. **Q: How does Indicate me access our calls and data?** **A:** The most common method is via API, where both calls and metadata are transferred automatically. An alternative is SFTP upload, where the material is uploaded and then transcribed. **Q: Where does Indicate me store customer data?** **A:** All customer data is stored in Sweden. # **Text-Based Insights** ##### **Q: What are "text-based insights" and how do they work in practice?** **A:** Text-based insights means AI turns customer data from your customer interactions into valuable, actionable insight, instead of raw data that requires manual interpretation.  ##### **Q: How do we get customer insights from customer service with Indicate me?** **A:** Indicate me gathers customer interactions from calls, chat, email, chatbot and customer surveys in one place and structures them automatically into searchable insight. With the click of a button, you can ask a question and get automatic insights in the form of summaries, concrete examples and statistics on what share of interactions match a given insight. That turns customer service into a source of insight for the whole organisation, not just one operational team.  ##### **Q: What types of insights can organisations get from their data and customer conversations?** **A:** With text-based insights, organisations can quickly identify patterns and trends in customer conversations. Through pre-built "smart prompts", the platform can summarise and surface, for example: - Most common reasons for customer contact - Most frequently used resolutions - Recurring knowledge gaps among employees - Reasons for contact in unresolved cases - Knowledge gaps linked to unresolved cases - What drives customer satisfaction - Where the product falls short The problem is rarely that the data is missing, it's that it's scattered across channels, requires manual analysis, and rarely reaches the rest of the organisation. Indicate me structures that data automatically so the answers become available to customer service, product, marketing and leadership, not just whoever was on the call.  ##### **Q: How do text-based insights help organisations make faster and better-informed decisions?** **A:** Text-based insights contribute to faster and more informed decision-making. With a single click, you get automatic answers, recommendations, and summaries based on data. The platform presents concrete examples and statistics, such as the percentage match of interactions, providing an objective basis for decisions. This makes it easier to identify problem areas, understand customer needs, and spot opportunities for improvement. ##### **Q: Can you filter data to get insights specific to a particular department?** **A:** Yes, the platform has a filtering function that allows you to analyse interactions most relevant to each department. A finance team can focus on billing cases, while the marketing team can analyse data linked to a specific campaign. This makes the insights department-specific, relevant, and immediately usable. ##### **Q: How do you go from customer conversations to data-driven decisions?** **A:** By linking every insight back to the evidence it's based on. Indicate me doesn't just show that a figure has changed, it shows which actual customer conversations are behind the change, giving you a concrete basis for decisions grounded in what customers are actually saying rather than gut feel. Insights can be shared across customer service, CX, product and leadership so decisions can be made close to the source, instead of waiting for the next quarterly report. # **AI Categorisation** ##### **Q: What is AI-generated categorisation and how does it work?** **A:** AI-generated categorisation, or case categorisation, is a feature that automatically sorts customer cases by content. It is fast, accurate, and eliminates the need for manual work. Unlike manual categorisation, the AI can handle multiple topics in the same case, reduce the risk of human error, and free up time for more value-adding work. ##### **Q: How does Indicate me's AI categorisation differ from traditional systems?** **A:** Unlike many automated categorisation services that rely on synonym lists, Indicate me requires no manual list of words customers might use. Our AI automatically understands that a case about an "invoice", "payment transfer", or "due date" belongs to the payment category. At the same time, there is an option to add synonyms or flags for fine-tuning, offering a combination of automation and flexibility. ##### **Q: What are the main benefits of using AI-generated categorisation?** **A:** The benefits of AI-driven categorisation include a fully automated process that eliminates human error and ensures that up to 100% of interactions are categorised. The AI can also link a case to multiple categories if it covers several topics. For example, a customer who calls about a payment, asks about the website, and wants to upgrade their subscription can have their case placed in all three categories. This frees up employee time for more value-adding work, improves efficiency, and gives a clearer picture of why customers make contact. ##### **Q: What are trackers in Indicate me and how are they used?** **A:** Trackers are a feature in Indicate me that uses text and speech analysis to automatically monitor selected events and keywords in customer conversations. They can be used, for example, to identify knowledge gaps among staff, track mentions of discount codes, or detect when competitors are named. This gives companies better visibility into important events and trends. ##### **Q: How does AI automatically categorise calls and customer cases?** **A:** For categorisation, we use generative AI that analyses customer conversations and identifies the primary reason for contact as well as any underlying factors. Based on this, the case is placed in the correct main category and subcategory. ##### **Q: What types of customer conversations can AI categorise?** **A:** AI can categorise customer conversations regardless of channel — phone, email, or chat. The result is ready-made statistics on why customers are making contact. ##### **Q: What are AI summaries of customer interactions?** **A:** AI summarisation means the case is automatically summarised. You get a concise description of the most important parts of the conversation: what it was about, whether it was resolved, and how it was resolved. The summary can also be entered directly into your CRM system on the customer record. ##### **Q: Can categorisation and AI summaries be automatically entered into our CRM?** **A:** Yes. Using our API, your CRM system can retrieve both categorisation and AI summaries of cases. This means you always have up-to-date information on the customer record, without any manual handling. ##### **Q: How does Indicate me analyse contact reason in customer service?** **A:** Indicate me uses AI to identify the main contact reason behind every call, email or chat, along with any underlying factors driving the contact. That gives you ready-made statistics on why customers are actually reaching out, whether it's a handful of calls or large volumes of support cases, instead of having to guess based on samples or gut feel.  ![indicate-me-logo-negative-vertical](https://info.indicateme.se/hubfs/indicate-me-logo-negative-vertical.svg) AI-powered customer intelligence platform that transforms data into actionable insights. - About - [Contact](https://info.indicateme.se/en/contact) ©2026 Indicate me AB. All rights reserved. [Privacy Policy](https://info.indicateme.se/privacy-policy?hsLang=en)