Features
Topic Detection & Analysis
Understand customer needs and optimize AI performance with intelligent conversation topic analysis
Topic Detection automatically identifies and categorizes the subjects discussed in every customer conversation. This AI-powered analysis helps you understand what customers need most, where your AI performs best, and which areas require attention.
Key Benefits
Customer Demand Insights
See exactly what topics drive the most customer inquiries. Understand which product areas, features, or issues generate the highest support volume so you can prioritize resources and improvements accordingly.AI Performance by Topic
Identify which subjects your AI handles exceptionally well and which topics consistently cause difficulties. Use this insight to optimize AI training and knowledge base content for maximum impact.Strategic Resource Allocation
Make data-driven decisions about where to invest support resources. Focus documentation improvements, AI training, and team expertise on the topics that matter most to your customers.Trend Analysis Over Time
Track how customer interests and pain points evolve. Spot emerging topics before they become major issues and see how product changes affect support inquiry patterns.How Topic Detection Works
Our AI analyzes every conversation to identify the main subjects discussed, categorizing them into meaningful topics that reflect your product areas and customer needs.The system identifies topics by analyzing:Conversation Content
- Keywords and phrases used by customers
- Product features mentioned
- Problem descriptions and contexts
- Solution types requested
- What customers are trying to accomplish
- Types of assistance needed
- Complexity levels of requests
- Urgency indicators in conversations
Understanding Your Topic Data
Volume Metrics
See which topics generate the most conversations, helping you understand customer priorities and pain points. High-volume topics often indicate areas where better self-service resources could reduce support load.Performance Analysis
Each topic shows average AXIS scores, revealing where your AI excels and where it struggles. This targeted performance data helps you focus improvement efforts on topics with the biggest impact.Trend Tracking
Monitor how topic volumes and performance change over time. Spot seasonal patterns, identify emerging issues, and measure the impact of product updates or documentation changes.Using Topic Insights to Improve
Optimize High-Volume Topics
For topics with many conversations:- Create comprehensive documentation - Develop detailed guides for frequently discussed subjects
- Improve AI training - Enhance your AI’s knowledge on popular topics
- Build self-service tools - Reduce support volume with better customer resources
Address Low-Performing Topics
For topics with poor AXIS scores:- Update knowledge bases - Ensure information is current and comprehensive
- Refine AI responses - Improve how your AI handles challenging subjects
- Consider human handoffs - Set up appropriate escalation for complex topics
Spot Emerging Trends
Watch for new topics or volume changes:- Proactive support planning - Prepare resources before issues grow
- Product feedback loops - Share insights with product teams
- Content strategy updates - Adjust documentation priorities
Benchmark and Monitor
Track improvements over time:- Volume reduction - See if better resources reduce inquiry volume
- Score improvements - Monitor AXIS score changes after optimizations
- Customer satisfaction - Correlate topic performance with overall satisfaction
Frequently Asked Questions
How accurate is topic detection?
How accurate is topic detection?
Topic detection uses advanced AI to analyze conversation content and context. Accuracy improves over time as the system learns from your specific product terminology and customer language patterns.
Can I customize topic categories?
Can I customize topic categories?
The system automatically adapts to your product and support cases, creating relevant topic categories based on your actual conversation patterns. This ensures topics reflect your customers’ real needs and language.
How often is topic data updated?
How often is topic data updated?
Topic analysis is performed in real-time as conversations conclude. You’ll see current data reflecting recent customer interactions and trends.
What if conversations cover multiple topics?
What if conversations cover multiple topics?
The system identifies all primary topics driving each conversation. This provides clear categorization while preserving the complexity of customer interactions.
How do I use topic data for AI improvement?
How do I use topic data for AI improvement?
Focus on topics with high volume but low AXIS scores. These represent areas where better AI training or knowledge base updates will have the most impact on customer experience.
Next Steps
Ready to leverage topic insights for better customer support? Start by:- Reviewing your highest-volume topics - What do customers need most help with?
- Identifying low-performing topic areas - Where does your AI struggle most?
- Analyzing topic trends over time - What patterns do you see emerging?
- Implementing targeted improvements - Focus on high-impact topic optimizations