Skip to main content

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​

All conversation topics are automatically generated by your AI Agent and should help you identify opportunities to improve your automated resolution rate. By default, the list of topics you see is sorted by automated resolution (AR) opportunity, which represents the total opportunity that topic has to 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 column of topic cards for each of the topics generated by your AI Agent. Each topic card displays the number of conversations in which that topic was discussed, the percent of that topic relative to all the other topics that are being tracked (% of Sample), the automated resolution rate, and the containment rate.

Click any topic card in the list to view a more detailed breakdown of the data collected for that topic. 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.

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 in the following ways:

Combine topics​

If your AI Agent generates multiple topics that you think should all fall under the same topic, you can combine them.

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

  2. Select the topics you want to combine.

  3. Click Combine.

info

Once you combine topics, you cannot undo this action.

Rename a topic​

For any reason, you can rename a generated topic. Doing so doesn't impact ongoing classifications.

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

  2. Click the topic card of the topic you want to rename. The detailed topic view opens.

  3. Hover over the topic title and highlight the text you want to update.

  4. Edit and rename the topic. The update takes place automatically.

Hide a topic​

If you no longer want to monitor a topic regularly, you can hide it from the main view. Don't worry, you can always unhide it.

To hide a topic:

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

  2. Select the topic you want to hide.

  3. Click Hide.

If you have hidden topics, you'll see a notification of any hidden topics from the Topics view. To unhide a topic:

  1. From the Topics view, click (x) hidden topics. Only the hidden topics are shown.

  2. Select the topic you want to unhide.

  3. Click Unhide.

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.

Have any questions? Contact your Ada team—or email us at .