The new Topic Explorer captures thousands of calls and then visualizes the subjects, themes, and topics in an interactive sunburst chart. This is made possible by using a mix of patented machine learning and generative AI technology, the result of which is an incredibly powerful tool to uncover call insights and trends.
As you interact with the sunburst chart you can view high-level insights and then drill down or filter on certain calls or topics of interest.
Benefits For Digital Marketers
- Get new ideas from call topics to improve keywords, ad messaging, and content
- See if digital marketing is driving non-lead calls to the contact center and update messaging to deflect those calls and stop wasted spend
Benefits For Contact Centers
- Compare topics on sales vs non-sales calls for ways to improve agent talk tracks
- Uncover new coaching opportunities by identifying unanticipated topics on calls
This is an Open Beta feature available to Signal AI Gold (formerly Signal AI) and Invoca for Contact Center customers. Labs features are accessible by clicking the “Labs” icon on the left navigation panel in the Invoca platform.
