Topics

Custom & AI topics to help you understand what customers are saying and feeling.

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Written by Kate Neal
Updated over a week ago

In this configuration, you will create Topics (user defined) that Staircase AI will monitor for and provide results and insights in the email search and reporting sections. Any unique business words or phrases you'd like to assess can be added here.

Step 1

Login, click the cog symbol on the left hand panel to open your 'Configurations' page. Select 'Topics'.

Step 2

Click the '+' symbol to add your primary topic header. Ex: Competition, Product, etc. Then, select each header topic and add all keywords and phrases that you associate with that topic by entering the word(s) and clicking 'add'. Ex: Product - feature x, feature y. Competition - competitor a, competitor b.

Step 3

Check out your results!

You can see topics insights in three places:

  1. Communication search - Navigate to the communication search page and click on 'Topics' for user defined topics or AI Topics and select the topics you wish to view from the drop down. Staircase AI will compile all client comms mentioning those keywords in the time frame selected.
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  2. Topics Report - Navigate to the reports page and click 'Topics'. View the topics report to see data on how many clients are discussing each topic and the sentiment breakdown of those communications.
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  3. Head to any customer overview page and see topics specific to that customer. Just scroll down to the bottom of the customer overview page!

Navigating Match Types

Each term can be classified as either an exact match or an approximate match.

1. Exact Matches: Should you need the system to root around for communications carrying a specific term or phrase, wrap it in quotation marks (" "). The system will then perceive this as a call for an exact match, fetching only those communications with your particular wording.

For instance, inserting "project meeting" will yield results only containing the explicit phrase "project meeting."

2. Broad Matches: For a more encompassing search, leave your term free of quotes. The system will then treat this as an approximate match, considering various forms of your term, be it plurals or different verb conjugations.

For example, inputting the term 'project' will prompt the system to retrieve communication items containing 'projects', 'projected', 'projection', and so on.

A word on Stop Words

In the context of an approximate match, it's important to note that certain common words, or "stop words", are typically disregarded by our system. These include words like 'in', 'on', 'over', which typically do not impact the context of a search but can clutter the results if not filtered out.

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