A topic enables you to boost the recognition of a specific business issue (that is, a single concept) by telling SpeechMiner what phrases to look for.
A successful topic captures the interactions that most accurately define the topic’s business issue. Assigning the right phrases and properties are critical to its success.
Use the following best practice tips to fine-tune your topic definition:
"Understand" is not an appropriate phrase because it can be associated with agents saying "I can't understand you", "do you understand what I mean?", "I don't understand these changes".
In addition, when a phrase is short it can be easily confused with similar-sounding words or phrases. For example, "understand" can be confused with "unplanned charges".
Regardless of how many interactions a topic finds, the most effective topics will contain between 10-30 phrases, though successful topics can be built with fewer or more phrases. A topic should never include more than 80 phrases. Too many phrases is evidence of redundant or conflicting phrases. Review phrases regularly to ensure all phrases are crucial to their topic’s success.