Review and analyze conversation topics

Reviewing and analyzing conversation topics data can provide insight into trends in your customers' behavior. Understanding these trends helps you identify opportunities and come up with actions you can take to improve your AI Agent's performance.

Understand how conversation topics work

Your AI Agent takes a random sample of its conversations, then analyzes each conversation in the sample to assign a topic of conversation, which it can then use to group similar conversations.

By default, the list of topics you see is sorted by automated resolution (AR) opportunity, which represents the total opportunity that topic has to affect your overall automated resolution rate. You can drill into any topic and get even more details.

Review generated topic insights

To view all the generated topics, on the Ada dashboard, go to Performance > Topics.

Review detailed insights for a specific topic

The Topics view contains a list of topics your AI Agent automatically generates from your conversation sample. You can click any topic to view a more detailed breakdown of the data collected for that topic, then use this information to:

• Explore volume, handoff, and customer satisfaction (CSAT) trends to help understand the topic's performance

• Review inquiry summaries to quickly get an understanding of the key points of a conversation

• Uncover opportunities for AI Agent improvements based on unresolved inquiries related to this topic

• Review conversations that meet specific criteria using the available filters

Metric	Definition
AR opportunity	The percentage of unresolved conversations that fall within this topic. Topics with a high AR opportunity give you insight into the areas of your knowledge base, actions, and Guidance where making refinements can most effectively improve your AI Agent's performance.
Conversations	The percentage of all conversations in the sample that fall within this topic.
Last conversation	When the most recent conversation in this topic happened.
Containment rate	The percentage of conversations that did not result in a handoff to a human agent.
CSAT	The percentage of conversations customers reviewed positively, out of all conversations they reviewed. Understand CSAT reviews There are four ways you can set up customer satisfaction reviews, each with different scales for recording feedback: Rating type Negative review Positive review Numeric (5-point scale) 1, 2, or 3 4 or 5 Numeric (10-point scale) 1, 2, 3, 4, 5, or 6 7, 8, 9, or 10 Emoji (5-point scale) 😠, 🙁, or 😐 🙂 or 😍 Thumbs up/down (binary) 👎 👍

Review conversations related to a specific topic

From an individual topic, you can review example conversations from the topic cluster, so you can better identify relevant actions to take to improve your AI Agent.

To see conversations related to a specific topic, from the relevant topic page, click See Conversations. You'll be taken to the Conversations view, with the relevant filters applied so you only see conversations for that specific topic.

Manage generated topics

To help you manage and organize topics most relevant to your business, you can adjust topics and organize them into categories.

Edit a topic

You can change the name or description of a generated topic. Moving forward, your AI Agent will take the updated name and description into account when assigning new conversations to that topic.

1. On the dashboard, go to Performance > Topics.

2. For the topic you want to rename, click the More options button , then click Edit. The editing dialog opens opens.

3. Edit the topic's name and description as required, then click Save.

Show or hide topics

If you no longer want to monitor a topic regularly, you can set it as inactive to hide it from the main view. Don't worry, you can always set it as active again if you change your mind. Additionally, if your AI Agent detects new conversations that match the topic, the topic will automatically become active again for your review.

To set one or more topics as inactive:

1. On the Ada dashboard, go to Performance > Topics.
2. Select the topics you want to remove from your main Topics table.
3. Click the Set as inactive button that appears.

If you have hidden topics, you'll see a notification that tells you how many you have. To set one or more of those topics as active again and add them back to your Topics table:

1. On the Ada dashboard, go to Performance > Topics.
2. Click View (x) hidden topics to show a list of your AI Agent's inactive topics.
3. Select the topics you want to set as active again.
4. Click the Set as active button that appears.

Create a topic category

You can create topic categories to group similar topics together. You can have up to a total of 40 active topics and categories, and each category can contain up to 40 topics.

1. On the Ada dashboard, go to Performance > Topics.
2. Click New Category. The Create a category dialog opens.
3. Enter a Name and Description for the category, then click Save. The dialog closes and your new category appears in your Topics table, ready for you to move topics under it.

Move topics between categories

You can move up to 40 topics under a given category.

1. On the Ada dashboard, go to Performance > Topics.
2. Select the topics you want to move under a category.
3. Add or remove the selected topics from a category.
   • To add the topics to a category, click the Move to button that appears. In the window that opens, select a category, and click Move. The dialog closes and the selected topics appear in the category you chose.
   • To remove the topics from a category, click the Ungroup button that appears. The dialog closes and the selected topics appear outside of any categories.

Move a conversation between topics

You can move individual conversations out of an automatically assigned topic into one you think is more relevant.

note

You can only reassign conversations that your AI Agent has already assigned to a topic. You can't change the topic for a conversation that your AI Agent hasn't assessed.

1. On the Ada dashboard, go to Conversations, then select the conversation you want to reassign to a different topic.
2. In the conversation's header, click the conversation's current topic to open a list of your AI Agent's existing topics, and select the one you want to assign instead.

Understand multilingual support for topics

Topics is a multilingual feature. It supports every language enabled for your AI Agent.

Example: Let's say you have an AI Agent that supports French and Spanish, as well as English, and a topic called price is generated. In addition to the keyword price, prix and precio would also track the keyword in French and Spanish.

note

Though Conversation Topics offers multilingual support, topic labels, summaries, and descriptions are only in English.

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Have any questions? Contact your Ada team, or email us at [email protected].