End User Intelligence
GrowthWhat your users asked that nobody answered
Group activity by user or account, review repeated friction, and open the sessions behind each signal.
- Requests
- Change an order after dispatch
- Retries
- Asked across several sessions
- Unresolved goals
- Task not completed
- Identifier
- Privacy-conscious user identifier
What it shows
Three things a single session cannot tell you
Understand repeated behavior
See the requests, failures, retries, unresolved goals, and interaction history linked to a privacy-conscious user identifier.
Review risk with evidence
Risk profiles are investigation signals, not verdicts — open the exact sessions and traces behind the signal before deciding what it means.
Improve the product for real people
Use aggregate user patterns to decide which flow, knowledge source, evaluator, or remediation item matters next.
What one session hides
The signals that only exist across sessions
Every one of these is invisible inside a single conversation. A person asking the same thing for the third time this week looks, in session three, exactly like a person asking it for the first time — unless the three are held together.
- Repeat question rate9.4%→6.1%
- Avg turns to resolve3.4→2.8
- Abandonment after 3+ turns7.1%→4.2%
- Escalation to human9.2%→7.6%
None of these can be computed from one conversation. Repeat-question rate needs the same person twice; abandonment needs to know they did not come back.
PRISM session telemetry
Apr 6 → Jun 2974
Built from behaviour rather than a survey: turn depth, repeat questions, abandonment, and explicit feedback where it exists. It rose 9 points in June, the largest single-month gain since monitoring began.
Figures from a sample FinVault reliability report. Design-partner data, synthetic and illustrative of real deliverables.
Demand, measured
What your users keep asking that nobody has answered
Repeated across 48,210 sessions, the same unanswered questions cluster. Each one is a content gap with its own demand figure already attached — which is a product roadmap arriving pre-prioritised by the people who will use it.
- 214peopleWhether international fee waivers apply by account tier
- 167peopleHow to escalate a merchant dispute past the first rejection
- 88peopleWhether early payoff changes autopay schedules
These are not complaints. They are the questions people came to the product to ask and left without an answer to, ranked by how many of them there were.
Figures from a sample FinVault reliability report. Design-partner data, synthetic and illustrative of real deliverables.
One user, opened
Four sessions that only make sense together
Read any single one of these and it is an ordinary conversation that did not quite land. Read them as one history and it is a person who has tried four times and is about to stop trying.
One privacy-conscious identifier across a fortnight. The escalation in the last layer is the only event any single-session view would have caught — by which point the outcome was already decided.
The identifier is privacy-conscious by design
Grouping needs a stable handle, not an identity. The signal is that the same person returned, which does not require knowing who they are.
Risk profiles are investigation signals, not verdicts
A profile shows the source activity, the time period and the contributing signals, and stops there. Anything that presented a score as a judgement about a person would be wrong on the merits and wrong on the regulation.
It ends in a decision about the product
Four sessions and an escalation point at one missing knowledge article. Aggregate user patterns are how you choose which flow, which knowledge source, which evaluator and which backlog item is next.
Open Growth and see who is stuck
End User Management and User Risk Profiles begin on Growth.