What are Topics?

Topics are created in your CX Moments instance and constitute the building blocks of the Rules we will create.

"Topics" are combinations of words that Cx MOMENTS uses to track how customers formulate specific queries, questions or complaints. Topics can include synonyms and associations:

Synonyms are different, alternative words customers use to speak about a same concept. For example, to talk about Photos , customers might instead use the words pictures, images, pix, and pics, and all their singular/plural variations.
Associated words are words that co-occur frequently in teh same sentences as the main keywords above. For example, when complaining about a storage app, customers who mention pictures or images might often mention download or upload in the same sentence.

How to create a new Topic?

Think of other ways customers talk about this topic. Use our AI-assist to see keywords suggestions from our AI engine. Click on any suggested keyword to add it / include it in the topic.

A keyword can have one or many forms, which are the actual words your customers use. In the example above, photo can have two forms, photo (singular) or photos (plural). After you added a keyword, you can hover over it to see all the forms used for this keyword.

Each time you add a new keyword, the results of your search are updated instantly on the right side of the screen to show you a snipped of what kind of sentences will be covered by this topic.

So far you have created a simple topic that you can track and trend in your dashboard. Next, let's see how you can find and trend more specific topics or issues.

Getting more specific with a topic

Let's say you have a product that you'd like to track as a topic. The steps mentioned above will give you exactly that, but you might also need to find specific issues associated with the product that your customers are complaining about. You can do that by specifying other keywords that must be also included in the same sentence as the keywords above.

Using our previous example, you created a topic Photos and now you would like to see what your customers are complaining about when they mention Photos. Just enter a keyword in the second line (orange colour) to look for sentences where customers mention both Photos and this associated keyword (upload for example).

Use our AI-assisted list of suggestions to find more keywords that were frequently found in the same context as photos, then create topics based on this association. For example based on the list of suggestions for photos, we can easily create and trend topics about photo upload, photo store, photo save and many more.

Now you know how to create simple keyword-based topics as well as topics that track and trend more specific issues. Let's see how you can further refine your topics by excluding what is irrelevant.

Excluding what is irrelevant from a topic

Sometimes your keywords return sentences that are irrelevant to this topic. Most often this occurs because tickets include predefined sentences that were generated automatically, like email signatures, or disclaimers.

For example, a topic tracking iPhone shows sentences like "Sent from my iPhone". Obviously you don't want these to be part of your iPhone topic. All you have to do in this case is type the phrase you want to exclude in the bottom section, EXCLUDE (red colour).

Back to our example, if you add sent from my iphone into this section, any sentence that contains this phrase will not be tagged with the iPhone topic.