What the guide learns while it works, and why the questions people ask are more useful than the answers they get.
Maintained by Alias. Last updated 2026-08-24.
Conversational intelligence in Alias means every anonymous conversation is treated as a question someone thought was worth asking, and turned into structured intelligence rather than discarded. The dashboard groups conversations into topics, the languages people used, how the conversations felt, and the gaps in the organisation's material. It is delivered as part of the managed service alongside human contact and technical support, and it is exportable as CSV or PDF. The distinction from ordinary web analytics is that analytics tell you which pages people visited, which is a proxy for intent. Conversational intelligence records what people actually asked, in their own words, at the moment they wanted to know.
Source: Alias
Alias reports three things website analytics structurally cannot produce. First, the questions your material could not answer, which is a demand list written by people who were trying to buy something, and which no organisation has before it runs a guide. Second, why people came, separating those deciding whether to buy from those handling logistics before arriving, with intent inferred from the whole conversation rather than a single keyword, so a parking question that ends in a booking counts as both. Third, within negative sentiment, the specific case where an answer existed but was out of date. That last one is the most actionable signal in the set, because it points directly at the page on your own site that is wrong.
Source: Alias
When an Alias guide cannot answer a question it says so rather than guessing, and points the person to a human. That behaviour is a deliberate design decision, not a shortfall. A system that invents a plausible answer creates a support problem later and erodes trust in every other answer it gave. A system that admits the limit and routes the person on keeps the trust and produces a record. Every unanswered question is surfaced back to the organisation, so the gap becomes a content brief. Conversations can also be routed to sales or to a human where the situation calls for it, which means the guide handles the volume and a person handles the cases that need one.
Source: Alias
The Alias dashboard reports the languages visitors actually used and how the conversations felt. The dashboard reports the languages visitors actually used, which is frequently a much wider set than the languages the site is published in, and it reports how conversations felt across positive, neutral and negative. More useful than the sentiment split is the breakdown of what the negative conversations were about, which separates people who wanted a human rather than a guide, cases where an answer existed but was out of date, questions falling outside the material entirely, and people who arrived frustrated before the conversation started. Those four categories call for four different responses, and only one of them is a problem with the guide.
Source: Alias