Hugo Analytics provide insights on your AI usage and how your AI Agent is handling conversations. This is useful way to monitor activity and take actions to expand on your implementations.

Hugo is a next-generation AI support agent, fully integrated with Crisp.

While conversational at its core, Hugo goes beyond answering questions. He understands customer intent and context to proactively guide users toward resolution — just like a human support agent.

Built to autonomously handle a large share of incoming conversations, Hugo can also perform real actions through your integrations, such as checking account details, tracking orders, or issuing refunds, always within the rules you define.

By engaging proactively and providing concrete guidance, Hugo helps resolve issues faster and frees up your team to focus on complex cases.

Haven't met Hugo yet? Check out official resources

Where to monitor the AI Analytics?

Hugo Analytics allow you can monitor two datas in the AI Analytics section:

1. Conversation Funnels
2. Topics volume

To find this data go to: AI Agent → Evaluate → Analytics

Conversation Funnels

This metric will show you the dispatch of conversation from the first entry to which workflow triggered or if the conversation has been escalated.

You can also hover each of the branches to have the amount and percentage of conversations per branch.

Topics volume

This value indicates what topic have been triggered the most and the data associated. If you want to find out how to set up a Topic, you can refer to this article.

Here as well, uou can hover each of the topics to have an insight on the numbers and percentage for each value.

In a nutshell 🌰

Which data can you monitor thanks to the AI Analytics?

• View the topic recurrence of conversations received
• Compare escalation and deflection rates
• Review the steps and routings taken by Hugo when handling those conversation
• Compare the data on the topics
• Analyse which workflows are the most triggered by your users

Updated on: 01/02/2026