Stay organized with collections
Save and categorize content based on your preferences.
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.
The topic modeling workflow follows these steps:
Create a topic model from a set of conversations.
The model generates a list of topics that describes the call drivers.
Curate the topic list according to your preference and business need.
Deploy the model to classify incoming conversations.
Create new versions of your topic model through import and export.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-03-05 UTC."],[[["Topic modeling identifies key conversation drivers, or topics, from contact center interactions like phone call transcripts and chat logs."],["This information is utilized to enhance contact center operations, including agent training, monitoring trends, and refining Dialogflow intents."],["The topic modeling process involves creating a model, generating a topic list, curating it to fit business needs, and deploying it for incoming conversations."],["You can use the provided links to explore how to conduct Topic modeling and its best practices."]]],[]]
