Usefulness of conversation topics report

Question

Is anyone finding the Conversation Topics report useful, or using it successfully for their reporting?I am finding that the report is lacking in some ways:There are many suggested topics which are not good, and they cannot be deleted	The bubbles on the chart require that you have to mouse over some topics to see them, making it hard to screenshot for a reportAny tips would be great!

Julian Murray · Accepted Answer

​@John Pjontekcorrect, currently on the standard conversation topics page, the smaller topic circles need a hover over to see the topic name. The topic breakdown below the graph is not editable like a standard report. Though, topics are available in the reporting engine so you may be able to create a ‘table’ graph in a report to show the insights you are looking for. Try creating a custom report / graph and segmenting by topic. You should be able to come up with some sort of image that displays the topics frequency in a way that will work, albeit not a circle cloud. Here is what Fin said about topics and below is a link to Topic reporting that has a section at the bottom with details on ‘conversation topics in reports’.Fin says:“We offer several ways to use conversation topics in your reports:You can use topics to filter and segment your custom reports.Topics are available in the conversations export and via our API, allowing you to analyze them in external tools.In our built-in reports, you can dive deep into specific topics to see how your team performs in certain areas.Conversation topics are ideal for trend reporting, as they're consistently applied and can track historical and future conversations.For more detailed custom reporting on conversation topics, you may need to use the data export feature and analyze the data in your own reporting tool.”Help centre article:https://www.intercom.com/help/en/articles/4612191-conversation-topics-report

Nathan Sudds · Answer

​@John PjontekI also think the conversation topic features are very limited but there are some things you can do to maybe get something useful as ​@Julian Murraymentioned above.I’m really looking forward to the new AI Insightsand other AI analysis tools that are said to be coming soon, I believe these will have a lot more robust functionality with AI involved. Like the new AI CSATwhere it can scan the conversation and give you a sentiment of the client’s experience without even having to send a survey, because we all know that you only get a small sampling of feedback from the CSAT surveys.In the meantime there are a few 3rd party AI tools that might be helpful to connect and get results from but the best one formerly known as Klaus was acquired by Zendesk and now it doesn’t work with Intercom that was my favorite one 😭.

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