Topics Explorer
An analytics tool that automatically organizes customer conversations into topics and subtopics, revealing what drives support volume and impacts quality. Identifies content gaps, frequent handoffs, and low-resolution areas to prioritize AI Agent improvements.
Pattern Recognition for AI Optimization
Topics Explorer is an analytical tool that automatically identifies and categorizes patterns in customer conversations, surfacing optimization opportunities that would be impossible to discover through manual review. With potentially thousands of conversations daily, Topics Explorer makes the invisible visible.
What Topics Explorer Reveals
Conversation Clustering
- Automatically groups similar queries into topics and subtopics
- Identifies emerging trends and seasonal patterns
- Highlights conversation types growing or declining in volume
Performance by Topic
- Resolution rates broken down by specific topics
- CX Scores aggregated by conversation type
- Average handling time for different query categories
Opportunity Identification
- High-volume topics with low resolution rates (quick wins)
- Low CX Score topics requiring content or procedure improvements
- New topics that require knowledge base expansion
From Insights to Action
Topics Explorer integrates directly with the AI Optimization Flywheel. Use it in the Analyze phase to identify low-performing topics, then create procedures or content for identified gaps in the Train phase. After deploying changes, confirm resolution rate improvements on target topics in the next Analyze cycle.
This creates a data-driven loop where optimization efforts are always focused on the highest-impact opportunities.