Personalized Conversation Topics and Reasons
See why customers call, in the language your business uses
Contact center leaders and teams strategize daily on how to improve the customer experience to increase CSAT, retention, and brand loyalty. To do that, they must understand why customers are calling. That insight shapes what to fix, where to add self-service, and how to staff and coach agents. However, a broad call topic rarely gives leaders enough detail to make those decisions.
Imagine if you run a travel contact center; you might see bookings at the top of your call report. But are customers calling to cancel, change dates, add a traveler, or find a receipt? Each reason points to a different action. If your reporting stops at bookings, your supervisors and analysts have to review conversations manually to find out what is changing.
Make your conversation data reflect your business
The answers are already in your conversations. What you need is a way to match that data to how your business works.
Replicant Conversation Intelligence organizes your conversations into Topics and specific Reasons that reflect how your business describes customer needs. Your team can create their own categories and definitions to see what customers need, where service is falling short, and what may be worth automating. Your supervisors get a clearer view of how agents handle those conversations, with grouped QA scorecards and an explanation behind each score. Your operations team and CC leaders can decide what to fix, what to automate, and who to coach from a single source of truth.
Early adopters running Personalized Topics and Reasons on their own conversations see the difference right away. As one put it: “These are much better topics, and the reasons make perfect sense. The ability to inspect, edit, delete, and teach the system is a huge win.” - Contact Center Director at a Cruise line organization
What’s new: A different way to see and manage your conversations
This release adds new GA capabilities for customer-managed Topics and Reasons, grouped QA scorecards, explanations for each score, a new user interface and updates on Ask AI (our AI analyst).
- Personalized Conversation Topics and Reasons: Conversation Intelligence proposes an initial taxonomy based on your conversations. Your team can then:
- Generate Topics and Reasons from your conversations.
- Create, edit, move, merge, and archive them.
- Add business descriptions that guide how conversations are categorized.
- Review new categories before adding them to active reporting.
- Manage categories through their lifecycle.
- Scorecards Grouping: Organize scorecard items into groups such as Customer Experience, Discovery, Call Handling, Compliance, and Closing. Each group shows its item count and identified issues, so your supervisors can see where to focus.
- Score Explanations: Your supervisors can see why a score was assigned, what the agent needs to improve, and the relevant moment in the transcript. That gives them specific evidence for the coaching conversation.
- New User Interface: an intuitive experience for Conversation Intelligence (CI) and Conversation Automation (CA), where you can explore conversation insights, business trends and gaps, coaching opportunities, and AI agent building in a single place.
- Ask AI: Adding more functionality to our AI assistant, so you can ask questions about your conversations in plain language and get answers with counts, rankings, and trends. Your team can ask “Why are customers calling us?”, “Which workflows should we automate next?, or “Compare what Agent Jane is doing that Agent John is not” and move from question to answer in seconds, with suggested prompts and a clear explanation of each result.
Act on what you find
Use the reasons behind your conversations to decide what to improve, from automation and coaching to how you track demand for your organization.
- Find your next automation opportunity. See the reasons driving contact volume so you can assess which customer needs you can handle through self-service or automation.
- Spot emerging issues. Review new Reasons as they surface, whether demand is changing because of a storm, an outage, or a seasonal event.
- Coach with evidence. Move from a scorecard group with issues to the score explanation and the conversation moment your agent needs to address.
- Standardize call reasons across brands. Use the taxonomy your team has built over years as a starting point, then align Topics and Reasons across brands so you can compare demand using a shared model.
Identify which customer needs are growing, where agents need coaching, and which conversations point to the next service improvement.
Looking to know why your customers are calling and how your team is handling those conversations? Connect with our team to see Conversation Intelligence in action.
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