Key Concepts in Customer AI

Get started by familiarizing yourself with the key concepts in Customer AI.

Key Concepts

Concept Description
Mention A mention is a self-contained piece of text such as a single support ticket reply, review or survey response.
Integration Integration is a data source which feeds mentions into Playvox Customer AI, i.e. Intercom or Zapier.
Topic Topics are structures for tracking related mentions together based on the defined keyword criteria.
Subtopic Subtopics act much like Topics but live inside Topics and are used to sub-divide them into more specific segments.
Keyword A keyword is a word or a phrase which help define Topic and Subtopic criteria.
Project Projects are used to group related topics together. They inherit mentions from child Topics.
Topic Suggestion Topic Suggestions are draft Topics based on frequently mention keywords discovered in your Mentions.