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Topic Insights

The Topic Insights Page organizes your data into topics and sub-topics, providing a comprehensive view of the range of subjects the chatbot engages with your users. You can view a range of metrics for each topic, including non-deflections, deflections, average CSAT (Customer Satisfaction Score), workflow, surfaced articles, realized savings, and potential savings. This structured organization allows in-depth analysis and easier decision-making based on robust data insights. You can find this feature within the Widget Insights tab. Topic Insights is only available for Discover customers.

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Viewing Sub-topics and Detailed Data Analysis

  1. To view the sub-topics, click the dropdown arrow to expand and view the sub-topics.
  2. Click on any row for a more detailed view of the data.
  3. Upon clicking, a line graph displaying metrics related to the topic will appear.
  4. You can also export data by clicking the download icon.

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List of metrics and their definition


Topics are categorized subjects that group similar inquiries and responses. Topics are categories that group similar inquiries and responses. To ensure accurate topic categorization, chats should contain sufficient dialogue length. The percentage of chats for which topics are created is calculated by dividing the sum of chats by the sum of non-deflections and deflections.Screenshot 2024-04-24 at 10.29.13 AM.png



The number of chats within a topic that were not deflected.

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The number of deflected chats within this topic.

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Average CSAT Survey Score

The average CSAT scores of chats in which the chat topics were detected.

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Surfaced articles

All surfaced articles in response to this topic.

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Realized saving

Dollarized savings assuming a $15 cost per deflection.

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Potential saving

Maximum potential savings you could have realized for this topic with Discover automation.

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