Topic Modeling overview

Topic Modeling helps you discover topics (call drivers) in conversations between contact center agents and end-users. These conversations can be either phone call transcripts or chat logs. You can use this information to improve the quality, speed and coverage of your contact center dispositioning. Some use cases include:

  • Monitoring topic trends to keep your agents updated.
  • Supporting agent training as new topics are observed.
  • Using topics and their distribution to help define Dialogflow intents.

You can also deploy your created topic model to infer topics on new conversations, allowing you to continually classify incoming conversations.