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Topic Detection groups conversations by the subjects customers discuss. Use topic volume and AXIS results to see customer demand and prioritize improvements to AI support, documentation, or product workflows.

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What CraftCX identifies

CraftCX identifies product areas, customer goals, problem descriptions, and request types in conversation content. A conversation can include more than one topic. Topics can include product setup, billing, integrations, troubleshooting, feature requests, and account questions.

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Read topic results

Each topic shows its conversation volume and average AXIS scores. Use volume to understand demand and scores to understand conversation quality. Compare topics over time after a product change, documentation update, or AI configuration change.

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Improve a topic

  1. Find a topic with high volume and low AXIS scores.
  2. Read representative conversations for that topic.
  3. Identify the missing knowledge, unclear process, or handoff problem.
  4. Update the relevant content, AI configuration, or workflow.
  5. Compare later volume and AXIS scores.

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FAQ

Yes. CraftCX identifies the primary subjects that appear in a conversation.
CraftCX creates topics from your conversation content and customer language.
CraftCX analyzes a conversation after it receives the conversation data needed for evaluation.