Current State: Topics reports show you the total number of mentions and the overall color (sentiment) about the topic. When clicking into the topic, you can manually click into each flagged engagement, and see an overall ai summary about the topic. However, it is a very manual process to review each item, and some items are misflagged as associated with the topic. Analyzing and sharing insights is time consuming, manual, and lacks impactful insights.
What we’d like to accomplish with topics: Creating a 1-2 page brief that can be shared with internal stakeholders (executives, CS Leadership, Cross-department leaders) with an overview of the topic with deep and actionable insights without having to click into every flagged customer communication.
What we’d like included:
- AI Summary (existing)
- Total Customers impacted (existing)
- Total Customers impacted over time (new)
- Ex: 45 customers this quarter (+30% QoQ)
- Customers who have mentioned the topic/issue multiple times (new)
- MoM or QoQ changes for the topic/issue (new)
- Ex: 250 mentions this Quarter, 40% increase QoQ
- Topic (talking point) or Issue (New)
- Sentiment breakdown (New)
- 15% Postive
- 30% Neutral
- 50% Negative
- 5% Extremely Negative
- Sentiment breakdown overtime (new)
- 15% Postive (+5% QoQ)
- 30% Neutral (+10% QoQ)
- 50% Negative (-12% QoQ)
- 5% Extremely Negative (-3% QoQ)
- Customer Examples (New)
- Call transcript quote, email quote, support ticket examples
- Example for each sentiment (positive, neutral, negative)
- Customers who may be open to speaking about the topic (ex: meeting with product about use cases, feature requests, etc)
- Optional AI Suggested Improvements/Recommendations (New)
- Ask ai: “add to brief”- ability to ask questions and add the answers to the brief