Hi there,

Yes, definitely. I've seen companies before use something called 'keyword search', so for example if a lot of people are searching for the word 'account' then you'll be able to start to gauge if there's a common problem with their accounts.

Other companies I've worked alongside have tasked someone to weekly/fortnightly/monthly take a look at some transcripts and try to understand the trends and common problems that are going on. With 1,000 chats a day, you'll have plenty of information to look through and even 100 conversations will give you an idea if there's a common problem as it's unlikely that there would be 100 separate problems.

I'd love to help further, but I'd need to know a little more about your business to help advise on a more direct basis. Feel free to get in touch if you'd like to know more :-)