Topic modeling overview

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:

1. Create a topic model from a set of conversations.
2. The model generates a list of topics that describes the call drivers.
3. Curate the topic list according to your preference and business need.
4. Deploy the model to classify incoming conversations.
5. Create new versions of your topic model through import and export.

What's next

• Topic modeling basics
• Topic modeling instructions
• Topic modeling best practices
• Export and import a topic model