How to create Topics?

Topics can help you quickly make sense of thousands of customer conversations. However, the quality of your insights greatly depends on how well your topics are structured. Please read this guide to learn more about how to define good topics.

How to create topics?

Creating topics in Playvox Customer AI is simple and quick. Simply follow the below steps:

  1. Go to Topics and click Create Topic
  1. Type in a keyword you want to learn more about (e.g. "price") and click Include
  1. On the right-hand panel, you will see matching results which can help you verify the query
  1. Expand your topic by adding synonyms or alternate ways your users might describe the topic such as "cost" and "expensive"
  1. Once you are happy with your topic, give it a name and confirm with Save Topic.
You can update your topic criteria at any time and your results will instantly reflect the matches both retrospectively and from that point onwards.

Some key areas to consider creating topics around:

  • Key products or features
  • Common questions
  • Known issues
  • Known requests
  • Billing queries

Repeat the above process until you covered all areas of your business and product line.

What makes a good topic?

Attributes of a good topic:

  • The topic name reflects the mention matches well;
  • The topic keyword list is robust and extensive;
  • The topic is meaningful and important to your organization or team.

✅ Example of a good topic

  • Topic name: "Technical Issues"
  • Keywords: "bug", "error", "crash", "doesn't work", "broken", "blank screen"

This topic is good because its keyword list is extensive and captures various ways users might be describing technical issues. The name describes the contents of the topic well. Finally, tracking product issues is generally something that might be important for your organization to keep an eye on.

❌ Example of a bad topic

  • Topic name: "Feedback"
  • Keywords: "billing", "pricing", "help", "issue", "agent", "playlists"

This topic has a broad keyword list capturing a variety of customer topics which means that mentions will be very different from each other. This will make isolating specific trends or issues difficult. The name of the topic is broad and not descriptive of the contents and is unlikely to help your team or organization much.

How to come up with good topics?

Broad categories

A good starting point is to break down your customer conversations into broad categories. For example, if you run a software product, your categories could include:

  • Bugs (bug, error, crash, issue, fault, etc.)
  • Usability Issues (UX, UI, intuitive, slow, interface, font, etc.)
  • New Feature Requests (feature idea, feature suggestion, add feature, etc.)
  • User Education (how do I, way to, etc.)
  • Finance (billing, price, cost, card, payment, etc.)
  • Generic Negatives (hate, bad, poor, unhappy, etc.)
  • Generic Positives (great, awesome, amazing, love, etc.)

Product features

Another useful entry point is to think of all major product areas or features in your offering and define a topic for each. For example, for a music streaming service, these might include:

  • Player (play, stream, stop, pause, skip, song, etc.)
  • Playlists (playlist, library, daily mix, discover weekly, etc.)
  • Artists (artist, performer, bio, album, discography, etc.)
  • Apps (app, iOS, Android, app store, play store, download, etc.)

Known issues

Your team will undoubtedly be aware of some recurring issues reported by your customers. Get together with few support agents as well as people from the product, marketing and sales teams and brainstorm a list of known issues.

These might include:

  • Churn indicators such as cancellations or returns
  • Existing bugs
  • Known usability issues
  • Frequently asked questions
  • Known concerns or sales objections
  • Mentions of competitors

By creating a topic for each known issue you will be able to easily quantify the impact in terms of volume and sentiment and prioritize improvements based on data rather than gut.

Further help

We hope this guide will give you some ideas to get started. If you'd like more hands-on help or advice on how to structure topics for your particular case, do not hesitate to contact us via live chat or email.