Trending Topics is now available for Aircall AI customers. This is available as a part of our paid AI add-on for all of our core languages and provides managers with high-level conversation intelligence. Some benefits include:
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Trending Topics allows customers to track conversation topics across all of their transcribed calls, with key stats such as adoption of the topic, evolution of customer sentiment, and more
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Trending Topics helps managers gain business intelligence around the topics that matter most to their team. It provides key data that enables managers to track adoption of new initiatives, see trends in customer and team pain points, and focus call reviews on business-critical topics
Please note that 7 days of backfilled call data will be available when customers set up their topic/tracker, but Aircall cannot backfill calls beyond this.
Who has access?
Users subscribed to the Aircall AI add-on will have access to Trackers/Trending Topics. Users with Admin and/or Supervisor roles can create tracked topics.
The analysis will search for the mentioned keywords in conversations with transcripts in English, French, Spanish, German, Dutch, and Italian. The keyword search is exact, meaning it will look for exactly the keywords input by a user. The search does not support automatic translation (for example, a search for the English keyword “cat” will not automatically translate in a search for the German keyword “Katze.”)
The analysis is available in the tab called Tracker in the Conversation Center.
Up to 25 trackers can be created for your company.
Please note that 7 days of backfilled call data will be available when users set up their first topic, but we cannot backfill calls beyond this.
Functionality
Track a topic
Topic Trackers/Trending Topics are based on specific words, terms, or phrases that are mentioned in your conversations. When setting up a tracker, it will start looking for calls containing the keywords defined by the user and indexing them to the tracker.
Create, Delete, and Edit a Tracker
Create
- Start by clicking on Track new topic:
- A popup will appear where users can enter their tracker criteria:
- In the popup, users should enter a Tracker name that is meaningful and unique, ensuring there are no other created trackers with the same name
- Users should then enter the terms and phrases that they want to track in the Keywords field. Make sure to press enter after each individual keyword or phrase, as adding keywords separated by a comma, and then pressing enter, will treat the keywords as an expression and not a single keyword
- If necessary, users may refine the scope of the search by using clicking on Add filters. Trackers can be filtered by Call type, Users, Numbers, and Said by
- If no filters are selected, the search will run over all conversations with transcripts
- Users can press the Matching calls last week button to visualize how many calls are match the defined keywords from the last 7 days. If no calls match, users can try to improve their keywords or create the tracker anyway, with the expectation that future conversations will contain the defined keywords
- Finish creating the tracker by clicking Save
Edit, Duplicate, and Delete
Users can rename, duplicate, and/or delete trackers by clicking the appropriate icon next to Track new topic:
Currently only the tracker name is editable, and not its configuration.
Duplicating a tracker will open a new popup with the criteria of the current tracker pre-filled, which can then be modified.
Deleting a tracker is a permanent action and will delete all statistics associated with the tracker. It is not possible to delete a tracker while the backfill process is in progress.
Backfill
- When users create a tracker, one week of calls will be backfilled. This means the search of keywords will retroactively index conversations containing the keywords mentioned, starting with the last 7 days. It may take from a couple seconds up to a couple of minutes for the backfill to run and the tracker to populate with data
- When a tracker has many calls associated with it, the backfill time may take a while. Users can click the Refresh status button to know if the backfill process is still in progress:
Associated Stats
Interacting with the tracker page
- Select a tracker to visualize its stats/metrics
- Filter tracker stats by: Users, Numbers, Customers, Duration, Date, Type, and Mood
- On the Conversations tab, click Preview next to a call to view the conversation snippets containing the tracked keywords, along with the call's Summary, Key Topics, Tags, and Notes:
- When no calls matching the tracker criteria and selected filters are found, the page/charts will be empty
Metrics
- Matching calls: Percentage of calls with transcripts containing the tracked keywords, out of analyzed calls with transcripts
- Total calls: Total number of calls with transcripts containing the tracked keywords, out of analyzed calls with transcripts
- Evolution over time: A chart, over time, showing the total number of calls with transcripts containing the tracked keywords that have a Positive, Negative, Neutral, and Unknown Customer mood rating
- Call duration: The average call duration of calls with transcripts containing the tracked keywords
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Customer Mood: Displays the customer mood with the highest share of calls with transcripts containing the tracked keywords
- The Unknown value will be displayed for calls with transcripts for which the customer mood could not be calculated. For example, Aircall does not compute sentiment analysis for calls with audio less than 2 minutes long
- Most engaged agent: Name of the agent with the highest share of calls with transcripts containing the tracked keywords
- Most used line: Name of the Aircall Number with the highest share of calls with transcripts containing the tracked keywords
- Conversation Tab: Displays the list of calls with transcripts containing the tracked keywords
- User Tab: Displays the list of agents who participated in calls with transcripts containing the tracked keywords