Historical topic clustering for all channels


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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Apr 5, 2021

Business value

Topics are automatically generated using AI to organize similar issues into groups. By aggregating metrics from issues grouped into the same topic, organizations get a full view of KPIs and metric impact for each topic. For example, organizations can view the average handling time, sentiment, and CSAT for a specific topic, and whether the topic is a key driver for any of those metrics.

Feature details

Topics, which represent semantically similar support issues, help organizations better identify and respond to issues their customers are facing. Correlating these topics along with core historical analytics makes it quick and easy for a supervisor to see common issues by volume, CSAT impact, and new cases, and helps them identify where they should invest their time.

In this release, the same capability will now be applied to chat and digital messaging channels. This will help organizations better understand issues that customers face and their impact on core business metrics across the spectrum of engagement.

See also

Topics dashboard (docs)