Your customers already tell your AI what they want to buy. Now you can see it.

TLDR

Customers regularly express buying intent during conversations with AI agents, asking about products, upgrades, and add-ons that go beyond their original question.

These signals are a form of implicit feedback: behavioral cues within conversations that reveal what users want, without requiring a survey or a click.

AI Upsell Signals in Nebuly identifies these moments automatically across every conversation, groups them by intent, and makes them visible to commercial and product teams.

Teams can now see exactly what their customers want to buy, in the customers' own words, without adding friction to the experience.

A customer contacts their insurance provider's AI assistant about a policy renewal date. Simple question, simple answer. Then they ask: "Can I add travel cover to my policy?"

The AI handles it well. It explains how to add travel cover, or it points the customer to the right channel. Conversation resolved.

But that question contained something beyond a support request. The customer just told you, in their own words, what they want to buy next.

Buying intent is a form of implicit feedback

This is an example of what we call implicit feedback: behavioral signals within AI conversations that reveal what users experienced and what they want, without them filling out a form or clicking a rating.

Implicit feedback includes signals like rephrasing (the first answer wasn't clear), abandonment (the user gave up), and topic switching. Buying intent is one of the most commercially valuable forms. When a customer asks their car insurance AI about travel cover, or asks their basic-plan assistant about premium features, they are expressing a purchase signal as naturally as they would in a conversation with a human agent.

The difference is that a human agent would notice. They would flag the lead, mention it to the sales team, or offer to transfer the customer. An AI agent resolves the question and moves on. The intent was real, but there was no system designed to capture it.

AI Upsell Signals reads every conversation for commercial intent

This is what AI Upsell Signals does inside Nebuly.

It analyzes every AI conversation for moments where a customer expresses interest in a product, upgrade, or add-on they don't currently have. It categorizes those signals by theme, tracks their volume over time, and surfaces them in a single view.

The dashboard above is an example. Across the past seven days, 27 users expressed intent related to upgrades across 31 interactions. Nebuly groups these into specific actions: plan upgrades and downgrades, policy changes and upgrades, policy add-ons. Each one shows how many users asked, how many conversations it appeared in, and the average sentiment of those interactions.

This is not keyword matching. Customers describe what they want in hundreds of different ways. Someone might say "add travel insurance," another might ask "does my policy cover me abroad?", another might say "I want to upgrade." AI Upsell Signals understands the intent behind the language, regardless of phrasing.

You can read the anonymized conversations behind each signal

The aggregate view shows patterns. But you can also drill into individual conversations to read exactly what customers said. All conversation data is anonymized, with no personally identifiable information exposed. Teams see the intent and the interaction, not the individual.

In this example, a customer asked to add holiday coverage to their policy. The AI assistant wasn't able to complete the request directly. Nebuly flags this automatically: the user's intent, what the AI did with it, and whether the customer's need was met.

This level of detail matters. It shows commercial teams not just that customers are asking about upgrades, but exactly what they asked for and what happened next. That is the difference between knowing there is demand and understanding it specifically enough to act on it.

What this makes possible for commercial and product teams

For commercial teams, AI Upsell Signals creates a new pipeline of warm leads from customers who were already in conversation with the brand. These are people who expressed interest unprompted, with zero acquisition cost.

For product teams, it provides a real-time view of what customers want next, phrased in language that no survey could replicate. When dozens of customers ask about the same add-on in the same week, that is a product signal.

For CX leaders, it reveals when conversations carry commercial potential that the AI experience could handle better, whether through smarter handoffs, new capabilities, or simply routing the right conversations to the right teams.

All of this happens automatically, across every conversation, without changing the AI agent or adding friction to the customer experience. Nebuly connects to existing AI products and reads the implicit feedback that is already there.

Want to see this in practice? Book a demo.

Frequently asked questions (FAQs)

What are AI upsell signals?

AI upsell signals are moments in conversations with AI agents where a customer expresses interest in purchasing a new product, upgrading their current plan, or adding a feature they don't already have. These signals occur naturally when customers interact with AI assistants for support or information, and they represent real commercial intent expressed in the customer's own words.

What is implicit feedback in AI conversations?

Implicit feedback refers to behavioral signals within AI conversations that reveal what a user experienced without requiring a survey, rating, or explicit action. Examples include rephrasing a question (suggesting the first answer was unclear), abandoning a conversation (suggesting frustration), or asking about a product they don't have (suggesting purchase intent). Nebuly reads these signals automatically at scale across every conversation.

Can't we just search conversation logs for upsell keywords?

Keyword search catches some signals but misses most of them. Customers express buying intent in hundreds of different ways, often without using the exact product name your team would search for. AI Upsell Signals uses language understanding to identify intent regardless of phrasing, categorizes it by theme, and surfaces patterns across thousands of conversations that manual search would never find.

Which teams benefit from AI upsell signals?

Commercial and sales teams get a pipeline of warm leads from customers who already expressed interest. Product teams see what customers want next, in the customer's own words. CX leaders gain visibility into conversations that carried commercial potential and can design better handoffs. Marketing teams learn the exact language customers use when describing their needs.

Does this require changes to our existing AI agent?

No. Nebuly connects to your existing AI products and analyzes conversations as they happen. There is no need to modify your AI agent, add new prompts, or change the user experience. The analysis happens in the background across every conversation, and results appear in the Nebuly dashboard.