Provide Feedback on Detected Topics in Conversational Analytics
Updated
Conversational Analytics includes an in-platform feedback feature that lets you validate and improve AI-detected Topics within customer interactions. This feedback experience is similar to the feedback workflow used for Contact Drivers, providing a consistent way to review and correct AI-generated insights across the platform.
Topics are AI-generated classifications that identify issues, experiences, actions, and discussion themes within customer-agent interactions. Topic detection is available for both text and voice interactions. You can provide feedback on detected topics directly from the interaction view without any additional setup or configuration.
What Feedback Can You Provide?
You can:
- Confirm that a detected topic is accurate.
- Report that a detected topic is inaccurate.
- Report a topic that should have been detected but was not.
- Flag incorrect supporting evidence.
- Identify missing supporting evidence.
Provide Positive Feedback for a Topic
Use positive feedback when the detected topic is correct.
- Open the interaction that contains the detected topic.
- Locate the topic card.
- Select the Like icon.
Your feedback is submitted immediately. No additional information is required.
Provide Negative Feedback for a Topic
Use negative feedback when a topic has been detected incorrectly or contains inaccurate supporting evidence.
Open the interaction that contains the detected topic.
Locate the Topic card.
Select the Dislike icon.
In the feedback dialog, select one or more reason types.
If applicable, identify the correct evidence messages from the interaction.
Select Send Feedback.
Supported Reason Types
Reason Type | Description |
Incorrect Topic | The detected topic is incorrect. |
Missing Topic | A topic that should have been detected was not identified. |
Incorrect Evidence | The message used as supporting evidence is incorrect. |
Missing Evidence | A supporting message should have been included as evidence but was not. |
Select Evidence Messages
When you report incorrect or missing evidence, you can select messages from the interaction that better support the topic.
The evidence selection dialog allows you to:
- Search interaction messages.
- Select one or more messages as evidence.
- Review the number of selected messages before submitting feedback.
Report a Missing Topic
Use this option when Conversational Analytics does not detect a topic that is present in the interaction.
In the Case Analysis section, select the Feedback icon next to Topics not detected.
Select + Missing Topic Types button to enter your feedback.
On the Report Missing Topic Types screen, Enter the Expected Topic Type.
You can also select one or more evidence messages that support the missing topic. This step is optional.
Select Send Feedback.
The reported topic is associated with the current interaction only.
Feedback Behavior
Interaction-Level Feedback
Feedback is captured at the interaction level rather than the case level.
For example, a case containing multiple customer interactions can have different detected topics and different feedback for each interaction. CARE-92139 Conversational Analytics | Summary & Topics | Allow users to provide feedback on detected topics
User-Specific Feedback
Feedback is associated with the signed-in user. Only the user who submitted the feedback can view or modify it.
Updating Existing Feedback
If you submit feedback for a topic that you have already rated, the system updates the existing feedback instead of creating a new record. The platform tracks the number of times feedback has been updated.
Feedback Removal After Topic Reprocessing
If topic detection is run again for an interaction and the detected topics change, all previously submitted topic feedback for that interaction is automatically removed. This ensures that outdated feedback is not associated with newly detected topics.
Examples
The following examples illustrate common feedback scenarios:
Scenario | Feedback Type |
The detected topic does not match the conversation. | Incorrect Topic |
The topic is correct but the supporting message is wrong. | Incorrect Evidence |
A supporting message should have been included but was not. | Missing Evidence |
A relevant topic was not detected. | Missing Topic |
The detected topic is accurate. | Positive Feedback (Like) |
Additional Details
- Feedback is visible only to the user who submitted it.
- Feedback applies to individual interactions, not entire cases.
- Feedback is removed if topic detection is reprocessed for the interaction.
- Comments support plain text only.
- File or media attachments are not supported.
- The Reported to Agent and Answered by Agent fields used in Contact Driver feedback are not available when reporting missing topics.