Intelligence
What KlicForge automatically learns about your business from every conversation — extracted events, a self-building vocabulary, and what still needs review.
With Business Intelligence turned on for an agent, every conversation is read for things worth tracking — an enquiry, an order, a complaint — and turned into a structured event. Over time those events also teach KlicForge the vocabulary of your business: the things customers ask about, the actions that happen to them, and the ways you slice a number. That vocabulary is the Business Brain.
Find it under Developer → Intelligence in the sidebar — it's currently marked Beta. It is available on every plan and requires no setup — there is no business domain to pick first.
Turning it on
Open an agent's Settings tab and switch on Business intelligence. A business domain is optional here — attaching one gives extraction a head start, but KlicForge discovers your vocabulary from your own conversations either way.
The four tabs
| Tab | What it shows |
|---|---|
| Overview | Events extracted today, this week and this month, and how many are pending review |
| Brain | The vocabulary KlicForge has learnt — see below |
| Events | Every extracted event, searchable by type and filterable by type, category, date and outcome — each one shows its agent, contact and labels, with a link back to the conversation it came from |
| Audit | Just the events still pending your review |
What each event records
Every event is stored in three parts, and the difference matters when you come to count things:
- What happened — a
thing.actiontype likeorder.confirmedortask.created, plus an outcome saying whether it actually happened, was only wanted, or was dropped. That outcome is what makes "enquiries that became orders" a question you can ask. - Labels you can group by — short reusable business words such as
product: nasi ambengortopic: insurance. These are the dimensions the Brain counts, and they are shown as chips you can click to filter the list. - The detail — the wording of the specific request, held encrypted and shown on the event itself rather than counted. A task's actual wording lives here, and in the agent's memory of that person, not in the labels.
Every event's agent and contact are links — click either to open that agent or that contact.
The Business Brain
The Brain groups what it has learnt into three kinds:
| Kind | What it is | Example |
|---|---|---|
| Things | What customers talk about | "menu" in an event typed menu.enquiry |
| Actions | What happens to a thing | "enquiry" in menu.enquiry |
| Dimensions | The ways you can slice a number | product, location, topic |
A Names section lists specific recurring values underneath those — a product, a place, a service — once the same value has come up across at least three different customers.
Everything on this page is discovered automatically; nothing is created here. What you can do is correct it: Rename a term that came out slightly wrong, Hide one that should not have been promoted, or Restore one you hid by mistake. Renaming and hiding are owner/admin actions — a rename changes the vocabulary every metric and future extraction is expressed in. Members see the Brain read-only.
A term only appears once it has been observed across at least 3 conversations, 3 different contacts and 2 days. Until then the Brain shows Still learning. The 3-contact threshold also keeps a single customer's own name from ever becoming a permanent business entity — a tutor's or agent's name can clear it, a customer's cannot.
Identifiers — email, phone, NRIC/FIN, credit card, IP address — are never promoted into the Brain's plain vocabulary, even if a value would otherwise qualify. A rejected value is not lost; it stays in the encrypted event record, just outside anything groupable or searchable by name.
One customer's own repeats
The Brain is deliberately about your business as a whole, which is why a value needs three different customers before it appears there. That threshold is what stops a single person's details becoming permanent company vocabulary — but it also means the Brain is the wrong place to notice that one customer keeps choosing the same thing.
That view lives on the contact instead. The same dimensions the Brain counts across everybody are also counted per person, and surface under Contacts → (contact) → Memory → Patterns — "booked Marina Bay Sands 3 times". Strong enough repeats become something the agent knows about them on the next conversation.
Nothing about the thresholds above changes: a value seen for one customer only still never reaches the Brain. See Patterns.
Populating the Brain
A nightly job reviews recently-extracted events and curates the vocabulary from them — new terms appear, and existing ones are reinforced or, eventually, retired if nothing recent uses them. There is nothing to run by hand; a quiet workspace simply takes longer to build one up.
Rebuilding from past conversations
Conversations are read for events once, when they end — so turning Business Intelligence on does not reach back over history. Rebuild on the Intelligence page re-reads every ended conversation in the workspace and regenerates the events from them.
You can rebuild business intelligence, memory, or both. Rebuilding both together costs the same as either one alone, because they share a single pass over each conversation.
Before anything runs you are shown how many conversations will be re-read and what that costs. A rebuild costs 1 interaction per conversation, and is blocked rather than run if it would exceed your remaining monthly allowance. Once it starts, a banner tracks how many conversations have been re-read so far and stays visible if you navigate away and come back.
Events you have rejected or corrected on the Audit tab are preserved, but a rebuild may surface similar events again. Re-check the Audit queue once it finishes.
Available to owners and admins. Your curated vocabulary in the Business Brain — renames, merges and anything you deprecated — is untouched; only the underlying events are regenerated, and the nightly job re-derives the counts from them.