Where to Find the Topics Report
The Staircase AI Topics report can be found under the reports section:
What are Topics?
Topics are keywords or phrases your customers and team are talking about.
The Topics report consists of two topic types:
User Defined topics - topics you add under Settings > Configurations > Topics
Ex: product features, customer use cases, commercial terms, etc.
AI Defined topics - topics that the Staircase AI model detects coming up across multiple customers
Ex: issues with meeting scheduling, reporting product complaints, challenges with commercial terms or process, etc.
How to Use the Topics Report
When you open the topics report (and apply any desired filters), you will see a treemap view of the highest volume topics (the topic most discussed will be in the top left corner and the least in the bottom right).
Below this, you will see a table view of the topics, related terms, and meta data about how frequently those terms are coming up and the related customer sentiment.
To drill into any topic, click on the topic from the table view. This will open a new page specific to that topic where you will see the following:
AMA (Generative AI response): Ask questions about the topic and the AI will compile answers based on communications with your customers.
Topic summary: See a summary of the topic based on customer communications. This summary will dynamically update based on the filters you select so you can review feedback from a specific client, cohort, tier, or other important segment.
Table view: Showing all clients who discussed this topic, what their sentiment was, and what channel this was communicated on (email, call, etc.).
Pro tip: Click the magnifying glass to the right of any client in the table view to see all related communications.
Best Practices & Use Cases
Understand what your customers are talking about and how they are feeling
ID common challenges/gaps and/or opportunities to mitigate churn and capitalize on growth and expansion.
Product feedback
Marketing case studies
Ensure your team is following through on topics you've asked them to highlight/focus on with clients