Find the Buzz with AI Trending Topics
Use advanced conversation intelligence tools to spot recurring phrases, monitor agent performance, and ensure compliance—all through smart call transcript analysis. Stay ahead of customer trends.
We’ve helped thousands of global companies
Case studies featuring customers who are building faster.
What Is Trending Topics?
Trending Topics is an AI-powered feature that automatically detects emerging subjects across customer conversations. This feature analyzes calls, chats, and other communication channels to surface trends and recurring themes before they become widespread issues.
Acting as an intelligent conversation monitoring tool, AI Trending Topics scans large volumes of customer data to deliver timely, actionable insights. It helps teams adapt faster by identifying rising customer concerns, informing proactive decisions, and improving overall contact center responsiveness.
How Does Trending Topics Work?
Trending Topics uses Natural Language Processing (NLP) to extract key terms and phrases from customer interactions—primarily from transcribed calls. It processes this data during the last 24 hours, grouping related terms and filtering out irrelevant language (e.g., filler words, small talk).
It then compares the current frequency of these clusters against their historical baseline using statistical modeling. Topics showing a rapid increase in mentions are flagged as “trending,” and surfaced in the dashboard. This allows teams to detect sudden shifts in customer concerns, product issues, or interests with minimal manual input.
Take a Conversation Intelligence Tour
Key Use Cases for AI Trending Topics
Here’s how different teams turn insights into impact.
- Healthcare Contact Centers: Monitor real-time spikes in patient concerns—like appointment delays or medication questions—to proactively adjust workflows.
- Sales Teams: Identify which objections, competitor mentions, or product features are trending in calls to refine your pitch and increase close rates.
- Real Estate Agencies: Track rising topics like “interest rate changes” or “school district inquiries” to tailor conversations and listings based on current buyer priorities.
- Customer Support Teams: Spot recurring product bugs, billing issues, or onboarding gaps early—enabling faster escalations and fewer repeat calls.
How to Set Up CloudTalk’s Trending Topics
- Log in to CloudTalk and navigate to Account > Settings.
- Go into the AI Conversation Intelligence tab.
- Under General Settings, make sure AI Conversation Intelligence is On.
- Search and select all users whose calls will need to be processed.
- Under Features, turn on Trending Topics and save Changes.
Features
Other features you might like
Call Summary & Tags
Eliminate repetition and boost efficiency with AI-powered post-call Summaries & Tags.
Topic Extraction
Track the topics discussed during calls to boost communication strategies.
Call Transcription
Analyze and understand your calls by automatically transcribing them with AI.
Talk/Listen Ratio
Track the Talk/Listen Ratio to provide data-backed feedback and enhance CX.
Frequently asked questions
Everything you need to know about the product and billing.
What are AI communication tools?
AI tools enhance and automate communication through features like chatbots, speech analysis, and virtual assistants—streamlining customer interactions.
How do AI tools detect trending topics?
They analyze large volumes of communication data to identify patterns and highlight frequently mentioned themes across calls, chats, and messages.
Can AI tools improve customer service?
Yes, they provide real-time insights into customer concerns, helping teams respond faster, resolve issues efficiently, and boost satisfaction.
How to Configure and Customize Call Flows in CloudTalk?
Simply drag elements like welcome messages, rules, and routing blocks in the Call Flow Designer to customize each step.
Are AI communication tools secure?
Most offer robust security protocols and comply with data privacy regulations, but it’s important to verify this before implementation.
What are the 5 basic sequences in a call flow?
Typically: Call Start → Greeting → Menu → Routing → Resolution. Each step helps guide callers effectively.
Do these tools require technical expertise to operate?
Most modern tools are built for ease of use, allowing non-technical teams to benefit from AI features without complex setup.
How do AI tools assist in decision-making?
They surface conversation trends and behavioral patterns that inform smarter product, marketing, and service strategies.
Can AI tools integrate with existing systems?
Yes, many AI tools support seamless integration with CRMs, helpdesks, and call center platforms for a unified workflow.
Still have questions?
Can’t find the answer you’re looking for? Please chat with our team.
Ready to get started?
Join over 4,000+ modern companies that already trust CloudTalk to have MORE and BETTER calls.
