Conversation Search: Find any conversation, instantly
Nov 26, 2025
AI–customer conversations contain valuable signals from feature requests, pain points, automation gaps, to sentiment patterns. But without a way to search across thousands of interactions, these insights stayed buried. Teams had to manually review conversations hoping to spot trends, or worse, make decisions based on guesswork instead of data.
Message Search brings full-text search to delight.ai's conversation view. Find any word or phrase across all AI–customer interactions instantly, turning buried insights into immediate action.
What you can find
Customer pain points:
- Search "refund" to find all refund requests and identify common cancellation reasons
- Search "frustrated" or "disappointed" to surface conversations with negative sentiment
- Search "not working" or "error" to catch technical issues customers are experiencing
Product opportunities:
- Search "wish" or "would be great if" to discover feature requests
- Search competitor names to see how customers compare your offering
- Search "upgrade" or "premium" to find upsell opportunities
Automation gaps:
- Search "speak to human" or "real person" to identify where AI agents struggle
- Search "I don't understand" to find confusing responses that need improvement
- Search specific product names to see if AI provides accurate information
Compliance and quality:
- Search policy terms to verify AI agents handle them correctly
- Search brand-specific phrases to ensure consistent messaging
- Search error messages to catch system issues early
How it works
- Search keywords or phrases: Type what you're looking for and see matching conversations in seconds
- Review with context: See highlighted search terms within full conversation threads
Message Search transforms customer conversations from scattered data into actionable intelligence, helping teams make smarter decisions about customer experience, product development, and automation strategy.