Here's how to set up topic extraction and an overview of how it works to intelligently track conversation topics during a call.
User Level:
Admin
Extracting Call Topics
Extracting call topics or topics extraction describes the intelligent process which takes place when important conversation points in a transcript or other document are automatically detected and tracked for data analysis purposes. At CloudTalk, we have introduced topic extraction as part of our growing suite of Conversation Intelligence features. Our extracted topic timelines provide an insightful overview of the conversation topics being shared between agents and clients at your organization.
How it Works
To ensure that only the most significant topics are extracted from a call, we have implemented numerical “weights” for each identified topic. These weights are represented by a float value, and only topics that pass a certain threshold will be displayed in your Conversation Intelligence summary of a call.
Given the dynamic nature of this functionality, extracted topics can only be presented in English until appropriate feedback can be collected.
Where to Find Extracted Topics
Analytics Dashboard
From your Analytics dashboard, find a call within the call log table and select Call Details.
The Call Details page will have a call's extracted topics along with the call summary, transcription, recording, sentiment analysis, and more.
In addition to the listed extracted topics, admin and analysts can see a visual timeline of colors over the length of the recording. These colors represent topics, each labeled with a dot of the same color. Speakers are separated into two recording timelines, and labeled (e.g., “Contact,” “Agent”). Select any point in the recording timeline to jump to the corresponding part of the transcript.
Desktop Phone App Summary
From Call History within your desktop Phone app, open a Call detail to access the conversation intelligence data for that call. In the Call detail, select Conversation Intelligence.
You can view the extracted topics, call summary, and overall call sentiment. Or, select Open detailed view on dashboard to redirect to the Analytics > Call Details page.
Topic extraction and related Conversation Intelligence features are not available on our mobile app.
Setup
Prerequisites
Conversation Intelligence is part of your current CloudTalk plan.
Call recording is enabled for desired numbers.
Calls will be in English.
Turn On Topic Extraction
Navigate to Account > Settings.
Go into the AI Conversation Intelligence tab.
Under General Settings, make sure AI Conversation Intelligence is
On.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.)
Under Features, turn on Topic Extraction.
Save Changes.
Turn Off Topic Extraction
Navigate to Account > Settings.
Go into the AI Conversation Intelligence tab.
Under Features, switch off Topic Extraction.
You can also switch off the AI Conversation Intelligence setting to disable all AI features.
Leaving the setting on and removing users within the Users setting will remove the feature for just those users.
Once switched off, topic extraction will be deactivated for all calls and any ongoing data collection will be halted.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!