Research: Trending Topics

Information on using the Trending Topics reporting feature

Written by Aniko Villeneuve
Updated over a week ago

The Trending Topics report shows you what customers are talking about most frequently. It analyses and groups loops by their most prominent subjects, and displays the words that most accurately represent their relationship. The report also displays the number of sentences in each group.

This report is achieved by analyzing the customers’ initial comments using Natural Language Processing (NLP) techniques. Loops of similar subject and context are compared and grouped. Note that this analysis is not simply a count of repeated words across loops; instead it uses advanced algorithms to find trends by comparing similar words, and by detecting repeated relationships between similar words.

To use this report, select the date range at the top of the page. If you have multiple locations, use the "Location" dropdown menu at the top of the page to choose one or multiple locations to report on. The output improves with more data; a minimum of 25 Conversations with comments is required for a meaningful result.

The Granularity dropdown menu dictates how generic or specific the results of the report will be. Choosing a lower Number of Topics results in fewer groups of data by more general topics. A higher Number of Topics setting results in more groups of data by more specialized topics.

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