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Capture Customer Insights
with AI Trending Topics
Quickly locate specific terms in your call transcripts, review agent compliance and performance. Research key trends to enhance decision-making and drive results.
3 Reasons to Track Topics
Improve Customer Satisfaction
Trending Topics allows you to identify and address customer concerns. By responding to critical issues, you enhance the customer experience.
Enhance Decision-Making
Real-time insights empower your team to make data-driven decisions. This leads to more effective strategies in addressing customer needs.
Understand Customer Trends
Staying ahead of customer trends enables you to proactively tailor your offerings. This agility keeps you nimble, allowing you to adapt quickly.
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
See customer story
"CloudTalk’s AI has cut our call quality analysis from 2 hours to 20 minutes daily and reduced mis-targeted leads by 24%, allowing us to focus on strategic growth."
Sara Konickova Sales Ops Manager
See customer story
What is Trending Topics?
With Trending Topics you can automatically identify and track subjects gaining traction in your customer interactions over a 24-hour window. This feature analyzes calls, chats, and other communication channels to surface emerging trends and recurring themes before they become widespread issues.
Trending Topics acts as an early warning system. It sifts through vast amounts of conversation data, presenting key insights in an easily digestible format. This allows teams to proactively adapt their strategies and responses to evolving customer needs.
With Trending Topics, you can:
- Facilitate proactive team training for upcoming requests
- Predict rising topics before they become major issues
- Enable prompt reactions to end-customer concerns
- Identify shifting customer sentiments and demands
How Do Trending Topics Work?
Accessible through CloudTalk’s analytics dashboard, trending topics provide a dynamic, real-time analysis of customer interactions, highlighting topics that are gaining traction over a 24-hour period.
Here’s how it works:
- Data Collection: The system continuously gathers data from all customer interactions across various channels.
- AI Analysis: Advanced AI algorithms process this data, identifying recurring themes and emerging topics.
- Trend Identification: Topics are ranked based on their rate of growth in mentions over the past 24 hours.
- Visualization: Results are presented in an easy-to-understand format on the Analytics dashboard.
Key Use Cases for Trending Topics
Trending Topics is a powerful tool for businesses looking to stay ahead of customer needs and market shifts.
Teams across your organization can adapt quickly and proactively. Whether it’s customer support preparing for potential problems, sales refining their strategies, or product teams prioritizing development, Trending Topics provides the insights needed for data-driven decision making.
Use trending topics to:
- Solve issues faster: Trending Topics flags login difficulties, enabling IT to resolve issues before they affect more users.
- Empower sales reps: Identify hot topics to personalize outreach and refine pitches, increasing conversion rates.
- Train your team: When regulatory changes trend in conversations, legal teams can quickly brief staff, ensuring accurate information dissemination.
How to Implement Topics Extraction in CloudTalk?
01
Navigate to Account > Settings.
02
Go into the AI Conversation Intelligence tab.
03
Under General Settings, make sure AI Conversation Intelligence is On.
04
For Users, search and select any and all users whose calls will need to be processed. (Users will need to be added here before we can use features like topic extraction for their calls.)
05
Under Features, turn on Topics Extraction.
06
Save Changes.
Cut Trend Analysis Time From Days to Seconds.
More Reasons to Love Trending Topics
Early Issue Detection
Detect and address potential problems before they escalate into major issues. Trending Topics identify topics with rapidly increasing mentions and act as an early warning system.
Enhanced CX
Predict and fulfill future customer needs to create a seamless experience. This proactive effort boosts loyalty and generates positive word-of-mouth.
Real-time Adaptive Strategy
Gain real-time insight into customer interactions with a 24-hour analysis window. Adjust strategies quickly to keep your teams aligned with customer needs.
Take a Conversation Intelligence Tour
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Turn your CloudTalk into a much larger and powerful tool
Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.
Have questions?
What is conversation intelligence?
There are two ways to find an audio transcription: manually searching through call logs and recordings or using the Transcript Search feature.
The second option will saConversational intelligence refers to the technology and techniques used to analyze and improve conversations between humans or between humans and AI systems.
It leverages tools like natural language processing (NLP), artificial intelligence (AI), and machine learning (ML) to extract insights from conversations in real-time or post-interaction.
Conversational intelligence helps understand context, intent, sentiment, and behavior patterns, which can be valuable for improving communication effectiveness, customer service, sales strategies, and overall user experience.
Ready to get started?
Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.
