Skip to content

Lab overview

Story

Topic Analytics provides easy to use interface for the Contact center administrators to identify the reasons the customers are calling into the contact center. This is achieved by transcribing existing customer recordings and using cutting-edge AI technologies to extract the contact reasons from these transcripts.
Contact Reason – AI generated summary indicating the reason of the call.
Topic – A representative label for groupings of similar contact reasons.

Capabilities

  • Ability to filter interactions by Topics
  • View interaction details including:
    • Transcripts
    • Call recordings
    • Contact details
  • Improved coverage and accuracy with enhanced AI models
  • Customize Topics to align with your business needs