Capture Customer Insights
with AI Trending Topics

Quickly locate specific terms in your call transcripts, review agent compliance and performance. Keep a finger on the pulse and don’t let anything escape you..

3 Reasons to Track Topics

Improve Customer Satisfaction

Trending Topics allows you to identify and address customer concerns. By responding to critical issues, you enhance the customer experience.

Enhance Decision-Making

Real-time insights empower your team to make data-driven decisions. This leads to more effective strategies in addressing customer needs.

Understand Customer Trends

Staying ahead of customer trends enables you to proactively tailor your offerings. This agility keeps you nimble, allowing you to adapt quickly.

How Do Trending Topics Work?

Accessible through CloudTalk’s analytics dashboard, trending topics provide a dynamic, real-time analysis of customer interactions, highlighting topics that are gaining traction over a 24-hour period.

Here’s how it works:

Key Use Cases for Trending Topics

Trending Topics is a powerful tool for businesses looking to stay ahead of customer needs and market shifts. 

Teams across your organization can adapt quickly and proactively. Whether it’s customer support preparing for potential problems, sales refining their strategies, or product teams prioritizing development, Trending Topics provides the insights needed for data-driven decision making.

Use trending topics to:

How to Implement Topics Extraction in CloudTalk?

01

Navigate to Account > Settings.

02

Go into the AI Conversation Intelligence tab.

03

Under General Settings, make sure AI Conversation Intelligence is On.

04

For Users, search and select any and all users whose calls will need to be processed. (Users will need to be added here before we can use features like topic extraction for their calls.)

05

Under Features, turn on Topics Extraction.

06

Save Changes.

More Reasons to Love Trending Topics

Early Issue Detection

Detect and address potential problems before they escalate into major issues. Trending Topics identify topics with rapidly increasing mentions and act as an early warning system.

Enhanced CX

Predict and fulfill future customer needs to create a seamless experience. This proactive effort boosts loyalty and generates positive word-of-mouth.

Real-time Adaptive Strategy

Gain real-time insight into customer interactions with a 24-hour analysis window. Adjust strategies quickly to keep your teams aligned with customer needs.

Illustration - integrations grid

Turn your CloudTalk into a much larger and powerful tool

Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.

Have questions?

What is conversation intelligence?

There are two ways to find an audio transcription: manually searching through call logs and recordings or using the Transcript Search feature.

The second option will saConversational intelligence refers to the technology and techniques used to analyze and improve conversations between humans or between humans and AI systems.

It leverages tools like natural language processing (NLP), artificial intelligence (AI), and machine learning (ML) to extract insights from conversations in real-time or post-interaction.

Conversational intelligence helps understand context, intent, sentiment, and behavior patterns, which can be valuable for improving communication effectiveness, customer service, sales strategies, and overall user experience.

Ready to get started?

Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.